374 results found
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Dashboard Access for Agents
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 -
Ability to assign more than one web service to an event
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 -
Access to web service responses for agent scripting
Currently there is no way to get return data out of a web service to be used in an agent script.
2 votes -
2 votes
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Access to debug logs for web services and agent scripts
Troubleshooting would be made easier with access to the debug results for web services and agent scripts
2 votes -
RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes -
Multi-lingual support
The ability to support other languages beyond English not just within features, but at the interface level.
7 votes -
O@H Omnichannel Options
Having omni channel options would be very helpful for O@H customers.
7 votes -
Agent personal queue - Easy UI feature
Currently within RingCX, if a customer has a need for customized caller experience per agent, various routing requirements for agents, or something similar, they have to create an individual queue for every agent. This becomes cumbersome for a manager and reporting is not set up for this when wanting a wholistic view. Many customers see this as a requirement. Having a simple checkbox, drop down menu, or something similar associated at the agent level that allowed for simple management and reporting of direct agent routing would solve many issues for customers, new and old.
5 votes -
RingCentral Office Call Deflection into Engage Digital
The request is for RingEX IVR/call queue standalone to have the native ability to configure deflection into RingCX whatsapp/FB messenger/via SMS. For Example, in the IVR configuration, press 2 to receive an SMS with the whatsapp/FB Messenger link to start a digital conversation with agents.
5 votes -
2 votes
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Easier authentication for new APIs
Setting up and graduating API applications for every account that needs API functionality can be cumbersome.
2 votes -
Check Queue Status Nodes
The ability to check queue status (available agents, number of calls waiting, average wait time, etc) from the IVR will help greatly in some of the routing scenarios customers have.
2 votes -
Allow More Dialing Options for Outbound
The RingCX approach to outbound dialing is unique to the industry. There is a lot of value in this style of dialing (dial groups with campaigns, with only one dial group dialing at a time for an agent), but there are multiple markets with the style of dialing (example being insurance) that would allow agents to be a part of multiple campaigns across dial groups, support skills based routing (like on ACD), and take into account agent rank would also be helpful.
5 votes -
Default Manual Dialing to not be recorded
The default setting for a manual dial is not to record the agent call in RingCX. Within RingCX, Manual dialing is expected to be a circumvention of the system. This may go against some clients expectations of how a manual call should be managed. While there is a work around to tie the manual call to an inbound queue, some would find value in allowing a simple option to enabled recording and recording management by the agent for manual dials.
5 votes -
Pulse: Get Pulse for Engage (Digital / Voice / Omni)
Extend "Pulse" to all Contact Center solutions.
3 votes -
5 votes
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Track number destination search
Within the "track numbers" section of the RingCX platform, we have the ability to ring multiple destinations in parallel or sequential. This is a great tool, since there isn't a 'technology cap,' limiting the amount of destinations can be run simultaneously. However, from a management perspective, there is little ability to search/filter on the assigned number destinations. For customers who wish to use both RingCX as well as RingEX features, having the ability to use the track number feature for high volume 'ring groups' would be advantageous. One example would be when a customer hits the ring-group limitation of RingEX.
4 votes -
3rd Party Connector for Non-Native Messaging Channels and High Volume SMS (International)
Specific improvements in terms of 3rd party messaging channels:
WeChat support
LINE support
Telegram Support
High Volume SMS API for international customersInternational customers have requested a few 3rd party channels (listed above) not natively supported on RingCX. The request is to use a 3rd party service for a connector.
4 votes -
Option to make Transitioned Leads COMPLETE once dispositioned without Requeue = Yes
Add the ability to set leads that are transitioned to another campaign as a Copy complete so they are not dialed again from the original campaign. Currently, the transition disposition needs to be set to Requeue = Yes in order for the lead to be eligible for dialing in the new campaign, which makes the original lead Requeue as well. With Requeue = No on transition, the copy lead will not be made ready to dial immediately in the new campaign.
2 votes
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