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Contact Center & RingCX

Contact Center & RingCX

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  1. Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.

    8 votes

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  2. Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.

    2 votes

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  3. This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
    A few additional points:
    - Only relevant fields for the current customer are shown on a conversation
    - Data is segmented across a BPO's customers

    2 votes

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  4. 7 votes

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  5. 5 votes

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  6. Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes

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  7. In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.

    12 votes

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  8. Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
    Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
    If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
    If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.

    5 votes

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  9. We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.

    1 vote

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  10. Instead of requiring a second app be used when a RingCX agent is pushing their audio path to a RingEX endpoint, there is value in embedding the RingEX phone where the current integrated RingCX phone is located. Training agents to use only the phone in the web browser page is easier for agent on-boarding. Allowing for the phone to be detached/float around the interface could offer both options for customers.

    6 votes

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  11. The ability for a more granular creation of a caller ID bucket would be very helpful. This could include additional numbers for a given state and the ability to 'phase out' a bucket over a period of time.

    1 vote

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  12. We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .

    2 votes

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  13. Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.

    2 votes

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  14. When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.

    2 votes

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  15. Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.

    2 votes

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  16. This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.

    2 votes

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  17. Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.

    2 votes

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  18. Currently there is no way to get return data out of a web service to be used in an agent script.

    2 votes

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  19. 2 votes

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  20. Troubleshooting would be made easier with access to the debug results for web services and agent scripts

    2 votes

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