60 results found
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share dashboard
The request is the following one:
today we have an issue with the way to manage rights for sharing Dashboards.
Some persons who are allowed to create new dashboards share them with the value "Public".
The impact result is a security hole because:
- Everyone can see GDPR information (agent names)
- No possibility to stop sharing it if you're not the owner
- No possibility to erase the dashboard if you're not the ownerThe request is the following one:
Add a new right in Admin / Security Settings / Roles and Permissions
- New checkboxes to share for…9 votes -
Presence sync bidirectional visual delay
Bidirectional presence sync
Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 2402542326 votes -
Ringcx voicemail Email notification includes transcript of the voicemail
Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.
This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.
5 votes -
Need ability to move agents in between queues from phone app
Need ability to move agents in between queues from phone app
5 votes -
Vacation accrual calculation to be based on paid hours
In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.
6 votes -
Agents using Park groups
Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.
4 votes -
RingCX agents able to see the total duration of their agent states for the day
We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.
3 votes -
Schedule reminders in WFM for Contact Center
Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.
6 votes -
To filter the report for "Today" and be able to select a specific time range.
To have the ability to generate a report for "Today" and select a time range users desire.
3 votes -
Chat notifications in CX One
Currently an agent only gets one alert when a chat come in. There should be a series of alerts when a chat comes in similar t a phone call. Provide a list of tones that ring until the user is timed out. One alert increases the number of agent refusals.
3 votes -
Automatic Agent State As "Available" Upon Agent Login to Max
Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.
Use Cases:
Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.Potential Impact: …
2 votes -
Agent Scripting in Digital Interactions
Have the agent scripting used in the ringCX voice also be applicable or usable for digital interactions such as email chat sms etc.
2 votes -
RCX Priority Q Event, Transfer Call to REX BTN+EXT
Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.
This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.
It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets…
1 vote -
customize option for user to old small phone or latest version.
Myself as https://callnova.com owner. i loved to use old version. because old phone was small and i can hover it anywhere on my screen it was not covering my whole background.while latest version coved my whole background window.
1 vote -
Dark Mode for Contact Center
Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!
5 votes -
Automatically disconnect the RC App from Max Agent when call ends.
Automatically disconnect the RC App from Max Agent when call ends.
Completed calls in Max Agent when ended should also disconnect or end the RC App agent leg. Customer states that when calls are done in Max, users forget the they still have to end the connection in the RC App. If RC App is left alone and a user gets another call, next call will be auto answered.
2 votes -
DIAL PAD FOR CX
HAVING A FLOATING DIAL PAD FOR CX SOFT PHONE WOULD BE VERY HELPFUL OR OUTBOUND CALL CENTERS
1 vote -
Instead of the customer pressing a key to listen to a pre-recorded message, they would receive a website link via text message
Instead of the customer pressing a key to listen to a pre-recorded message, they would receive a website link via text message, allowing them to read more and watch a helpful video.
Ability to provide customers with more information about the specific issue they are calling about.
Simply pressing a key would send a specific link to the caller's phone number.
2 votes -
Add a customer care link for reporting incidents
add a link in the service status- core services- reporting Incident status updates . where is says please reach out to customer care. (a link here would be helpful).
1 vote -
Agents sidebar in assigned activity
In my Schedule the Agenda sidebar, could we get it to show somewhere an Agent's assigned activity in the SHIFT TYPE. Currently If we set Activity as shift type, then it’s not showing EMAIL in the agenda.
However, if we set as activity (EMAIL) within shift, it’s visible like below showing Email in the agent sidebar
1 vote
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