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Contact Center & RingCX

Contact Center & RingCX

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907 results found

  1. The request is to have CCaas included in VGE.

    1 vote

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  2. Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.

    3 votes

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  3. 2 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Please add the Interaction Date to the Calibration Screen; see screenshot

    2 votes

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  5. When entering a master ID in the contact history report, users have to click Run Report instead of being able to just hit return.

    2 votes

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  6. When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.

    1 vote

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Some customers use 'agent flag' on outbound leads to reserve lead 'x' for that agent. Should another agent search for a lead, they would have the ability to dial this lead whether or not it is theirs. Something like suppression scripts, where the system does a check at the moment of dial attempt against some sort permissions list, would help manage this solution. Suppression scripting could be used in numerous ways within RingCX especially around manual dialing.

    2 votes

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  8. The ask is for Engage Digital to better support digital interactions, which are becoming critical to many banks' business.

    3 votes

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  9. The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.

    2 votes

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  10. This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.

    3 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  11. The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
    For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.

    3 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  12. We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the…

    3 votes

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  13. There are customers with Personal Connection Priority Blending capability who would like to add additional functions to their agents. For example, they may want to introduce web chat but would need OSH with omnichannel agents.

    4 votes

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  14. In reports, the form names are cut off/short. When the user hovers over the form name, the full name should reflect. I have attached screenshots.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. Please see the attachment. Column J shouldn’t state ‘Average Score’. Please change to ‘Score’. The numbers listed are individual scores for the agents. They are not averages.

    1 vote

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  16. The request is for VDI Support for RingCX

    3 votes

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  17. Some customers use RCCC in various parts of their business who should not have a view of each other. However, they cannot see Abandoned calls in Reporting as these aren't assigned a team / campaign. They can only do so when All & Future is enabled from the role & permission.

    1 vote

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  18. There is a delay in reporting in the Quality Management Tool. When a user submits an evaluation, it takes about 1-2 hours to reflect in the reports. There shouldn’t be a delay.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.

    2 votes

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