150 results found
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Adding the "manual dials" metric on the custom dashboards On RCX Analytics Live Dashboards
We need to add the "manual dials" metric on the custom dashboards on RCX Analytics Live Dashboards.
Here is the scenario:
1- On RCX Analytics portal, going to Live dashboard and adding a custom widget.
2- Select "Agent" on "Product" tabs
3- We need to be able to select "Manual dials" field on the "Data" tab.
2 votes -
Supervisor Activity report
Have a detailed report for Admins to have a Supervisor Activity Report.
In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.
4 votes -
Make Supervisor Assist feature easier to see in the UI
When a supervisor is viewing Interactions from the Supervisor, the buttons for monitor, coach and barge in only appear when hovering over the right side of the screen with the mouse. Now that Supervisor Assist is coming, a new button in the same area is available to access the Notes & Transcript. It would be more user-friendly to make all buttons visible by default on right side of the interaction. Supervisors shouldn't have to be trained to hover to access the features - the UI should be 100% obvious.
5 votes -
Count All Call Time as the Egaged Agent State
When ENGAGED on an active call, the call should count as the ENGAGED state the entire duration of the call. Currently, the ENGAGED status can be changed to a break state during the call (to signal to the system to change to that break status post-call), and the system starts clocking against BREAK-AFTER-CALL vs the ENGAGED state.
2 votes -
Configurable RingCX Billing Time Zone
Currently, the Ring CX billing time zone feeds over to the Analytics portal, which can cause confusion if the customer wasn't actively engaged when setting the time zone for either billing or analytics. This further adds confusion when assessing data from the platform.
The Analytics time zone can be changed on request but the billing time zone has no way to be updated.
This request is to ensure that billing time zones can be configurable by the customer or upon request by the customer.
2 votes -
Feature Request: Manageability of Grayed-Out Fields in RingSense Integrations with Salesforce
Request Summary:
Customer has raised a concern regarding certain fields in the RingSense integration with Salesforce, specifically the isClosed field on the Opportunity object. They would like the ability to uncheck this field, as it is currently preventing the system from correctly relating tasks to open, active opportunities.Customer Query:
The customer is testing RingSense with Salesforce and has noticed that some boxes, such as the isClosed field, are grayed out or cannot be unchecked. They are wondering whether this is a limitation due to their test license or if this behavior is the default for all users. The isClosed…2 votes -
Improve user experience by making the Corporate Directory a type field without a partial list
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 -
RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
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 -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
1 vote -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
1 vote -
Automatic Call Termination During Network Issues
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 -
RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
1 vote -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
1 vote -
Enhance reporting on system generated states
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 -
Add pickup groups or ability for a fall back group in RingCX
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 -
RingCX Analytics Custom Historical Report Metrics in Column Limitation
Currently, The RingCX Analytics Custom Historical Report Metrics in Column is limited to only 40. Requesting this to be more that 40.
1 vote -
RCX Analytics Queue Service Level Rate includes Abandon (Long) and Inbound Deflected calls
Currently, the Queue Service Level Rate computation is (SLA Passed,0)/SLA Qualified. Requesting to have a Queue Service Level Rate Metric that will include Abandon (Long) and Inbound Deflected calls.
1 vote -
Call Parking in RingCX
Currently in RingCX, we dont have the ability to do call parking, unlike in RingEX does.
This is beneficial for ringcx to have to have this feature to ensure efficiency within businesses.
1 vote -
RingCX Notification Status Alert
Customer would like to request a notification for agents to track their accumulated break time and lunch time, both when on and off break
1 vote -
RingCx for Hubspot - ability to customize data mapping for the call log fields
Have the ability to customize the data mapping within Hubspot call log fields.
1 vote
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