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  1. The Interaction Details from the historical reports display the actual data for agent dispositions. However, when reviewing the Agent Disposition in the historical dashboard, there is a discrepancy: some agents' data appears correctly, while others do not. Despite agents claiming that they tag every call with the corresponding disposition, the two reports should provide consistent results.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Once we fill out the customer's profile information, can we get it to where the next time the customer calls, it shows their name instead of the phone number they are calling from.

    1 vote

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  3. The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.

    1 vote

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  4. Agent Script Studio has a Branch Node to implement if-then-else or switch logic without writing JavaScript code. This would be a very useful Node to have in Workflow Studio

    1 vote

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  5. Agent Script studio has a Data Builder node to create look up tables. This node would be very useful in Workflow Studio for things like looking up a State by Area Code from the caller's ANI. Can be used in Insurance or Real Estate verticals where callers need to get connected to agents licensed in a particular state.

    1 vote

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  6. It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
    This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.

    3 votes

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  7. When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

    2 votes

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  8. Customer would like ability for agents to remain offhook but still be presented pop up for "answer/decline" call on inbound calls. There appears to be no current way to configure this scenario.

    1 vote

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  9. Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.

    1 vote

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  10. Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.

    Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.

    1 vote

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  11. Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.

    Customer is seeking the ability to deactivate workflows/IVRs themselves.

    1 vote

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  12. We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.

    Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.

    Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…

    1 vote

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  13. It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.

    1 vote

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  14. Add historical call volume by day to the dashboard. Filter by any time frame for any team.

    2 votes

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  15. Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
    Talkdesk example. - https://networktest.talkdesk.com/?lang=en

    1 vote

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  16. Include Teams in RingCX Digital side as it is only available for Voice only.

    We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

    1 vote

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  17. Currently, if an agent receives a misrouted call they can only transfers to queues that are in the same queue group. Using queue groups are very helpful with identifying areas of the business but there should be a setting which permits transfers to other groups. In our use cases we have hundreds of skills that we want to separate into groups however we occasionally have to transfer to them.

    1 vote

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  18. When only using manual outbound you must select what queue to dial out of, if you are part of many inbound queues you can dial through those but it can be tedious to scroll through and find the correct one. Create manual outbound-only queues that could be selected and outpulse the correct ANI. This will be quicker for agents, the queues could even be identified as manual outbound only.

    1 vote

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  19. Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.

    1 vote

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  20. If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…

    2 votes

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