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294 results found

  1. It will be helpful if there is a way for us to build the Quality Form within RingCX so that the customer can just populate the form while they are auditing calls.

    1 vote
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  2. Currently in RingCX, when agents miss accepting a new message, they receive a pop up that says "A pending message timed out before you were able to accept. You will not be presented new messages unless you confirm that you can take them." There are two options that the agent can select from, either "No new messages" or "Accept new messages". We understand why that pop-up and options are necessary but it would be nice if there were some customizable options for this feature. It may be helpful to remove that message entirely because if an agent is actively looking…

    1 vote
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  3. Admin ability to share the dashboard with the Supervisor only without admin access

    1 vote
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  4. Provide an API that reports on how many agents are available within a call queue. This can then be used to make a routing decision before sending the call to a particuar queue.

    1 vote
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  5. Call back works in line with the standard operating hours resulting in people not getting a call back until the following day or after the weekend. This results in a poor experience as they aren't provided any update that the call back has been pushed to the next working day.

    I suggest that we have operating hours for the Call Back service allowing us to stop it 30 minutes before the close of play to save disappointment and leave our customers underwhelmed.

    1 vote
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  6. 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".

    2 votes
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  7. At the moment, when the agent tries to transfer to a REX extension, they see a type field along with a list of 10 users, ordered alphabetically. The natural response of the user is to try to scroll down the list but it is a static list of 10 REX users and does not scroll. This behaviour can be seem as an error and is inconsistent with the Corporate Directory elsewhere.

    Feature request: Remove the partial list of users displayed, Add a help text descriptor to the text field asking then to start typing the name of the user they…

    1 vote
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  8. At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.

    1 vote
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  9. We would like to have the ability to park emails. This feature do not exist at the moment.

    1 vote
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  10. To ensure a seamless user experience, it is essential for the system to automatically terminate calls when a network issue is detected.

    Currently, when one party encounters a network issue, the call remains active but turns into dead air, leaving the other party unsure if the connection is still live. This can lead to confusion and disrupt communication.

    To address this, the system should be designed to immediately terminate the call for both parties as soon as a network issue is identified. This enhancement will improve clarity and avoid unnecessary speculation about the call's status.

    2 votes
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  11. In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…

    2 votes
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  12. Allow something similar to the pickup groups from EX. We want the ability for supervisors to pickup when all agents are busy with other calls and be able to see calls in queue to pick them up. Our use case is to set a call queue event based on a time during the day where calls can overflow if all agents are busy so supervisors can step in.

    1 vote
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  13. Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call.

    Customers would like to have the ability to restrict the supervisor functions to Monitor calls only.

    2 votes
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  14. Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without…

    2 votes
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  15. ADD A LEFT VOICEMAIL OPTION TO THE STATUS QUE WHEN A CALL ENDS

    1 vote
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  16. 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

    4 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  17. Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

    4 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  18. When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
    Also let us change status easier rather than having to due it during a call.

    1 vote
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  19. On RCX agent, when we have a conference then the agent decide to terminate a participant, he presses the "hang up" button that opens a pop-up window to choose which participant to end.

    Thing is that if the agent presses the hang up button, then one participant manually leave the conference, the pop-up window doesn't update the participants present, then if the agent choose the user that left the conference the press "hang up", the whole call will be terminated.

    We need that pop-up window to be updated when a participant leaves the conference.

    1 vote
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  20. We would like to request a feature that allows us to use a test environment or a demo version for upcoming service updates.

    1 vote
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