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526 results found

  1. Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  2. It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.

    7 votes

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  3. When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  4. When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  5. Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".

    6 votes

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  6. Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…

    4 votes

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  7. Wanted to have an option in analytics historical report to select or filter the report with campaign.

    1 vote

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  8. Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  9. Administrator should have option to filter the reports in analytics.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  10. Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.

    2 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  11. When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. 1 vote

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  13. Within RCX portal, there is no way to delete a channel once created.

    2 votes

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  14. Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel

    3 votes

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  15. There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.

    3 votes

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  16. There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.

    4 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  17. When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  19. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  20. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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