526 results found
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Web callback widget management from RingCX
Provide a widget management from RingCX Admin to enable Web callback from customer website.
Similar to chat invites but for callback we need to be able to manage the look and feel (color, design) of the widget and more capabilities like:
- real time or scheduled callback,
- agent availability for real time,
- calendar for scheduled,
- associated campaign,
- form to get contact details and additional context - if needed, optional custom fields populated by Javascript or CSS selector for a deeper integration
- ...2 votes -
Change color of lettering to red when agent goes into RNA Status.
When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.
8 votes -
New feature: Include microphone system settings Agent console.
Although Google Chrome includes some settings for peripherals, it would be ideal to have adjustable microphone input settings. Especially a sliding control for microphone input volume.
1 vote -
Ability to add links and images in the email signature.
Have the RingCX the ability to add links and images in the email signature to really make it customization and professional
1 vote -
Grant RingCX customers access to enable/disable countries for international calling.
Grant RingCX customers access to enable/disable countries for international calling.
Since updating International Access can result in significant charges, modification can be done through RingCX Support by designated customer representatives only.
3 votes -
Ability to export Agent Script from Studio
Need the ability to export Agent Script from Studio so they can be shared and imported.
27 votes -
RingCX IVR press path report
It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.
5 votes -
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less import
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less important out of view. Also, hold these settings and UNCHECKED columns for future agent sessions.
1 vote -
QUEUE WAITING TIMES
When I am transferring a customer to another queue, it should show me the waiting time on that line. I am then giving the best advise to the customer they then have a choice if they want to wait or call back later at a not so busy time
1 vote -
RingCX AI Driven "How Can I help you" Chat
AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.
A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…
3 votes -
In Que Callbacks are treated as inbound calls, use inbound agent whisper and inbound agent script
There should be the option to have a different script for a callback (where the caller chose not to hold but to receive a callback). Similarly, you should have the option to use a different agent whisper for these as well, as they are not truly "inbound calls".
1 vote -
Scheduled timed callbacks should be incorporated into an outbound campaign for an entire team, not scheduled for a specific agent.
If you use a disposition for a scheduled callback, this will be assigned to a specific agent who must check their "Callbacks" throughout the day. This is not as productive as having these scheduled callbacks populate into an outbound campaign, so that they are integrated into the blended voice workflow.
1 vote -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.7 votes -
outbound caller ID for 911 calls handled
The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.
1 vote -
Enhancements to RingCX Analytics for Reporting Transfers and ASA Accuracy
Description:
We have encountered challenges with obtaining specific data metrics using RingCX Analytics and would like to propose enhancements to improve reporting capabilities. Below are the details:Agent Transfer Metrics:
Issue: There is no clear metric to report the total number of transfers made by an agent to either direct extensions or entries in the corporate directory. Despite several transfers being made, the report consistently returns no data (see yellow highlighted section).
Requested Feature: Introduce a new metric or enhance existing reporting options to accurately capture and display the number of transfers performed by agents, specifying transfer destinations (direct extension…1 vote -
Max Q Data in RingCX Custom Widget
To have the option for Max Q under the Data tab in RingCX Custom Widget.
2 votes -
Disable Redirect Post-Call when using Zoho Embedded Agent
In our Zoho Embedded Agent, when our agent completes their call the, "call detail" window pops up and they must manually close it on every call, which could happen up to 6k times per day based on outbound call volume . The RCX Product team has mentioned this is expected behavior. We would like a coding change or setting to allow disabling this popup, preventing workflow delays.
1 vote -
Multiple level disposition
Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.2 votes -
RingCX Estimated Wait Time API
It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.
Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy
This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.
8 votes -
Reputation Management Integration
Add an on platform phone number reputation management tool or add an integration that allows for this capability
2 votes
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