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1092 results found

  1. Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.

    2 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Standardize the naming convention across the platform

    1 vote

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  3. The ask is to add 'GET content API' in order to be able to differentiate in message sent by the customer if the answer happens from a click on a structured message or from writing the answer on the keyboard.

    2 votes

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  4. The goal is to link Contact Center teams with rest of organizations to "ask an expert", outside of the agent-customer discussion. V1 had 1-way communication (RingCX->RingEX message and the response from expert not visible in RingEX). This would be helpful for customers who are interested in both RingCX and RingEX.

    4 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  5. This could be used instead of using MAX in its own browser window

    5 votes

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  6. 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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  7. 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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  8. 2 votes

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

    2 votes

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  10. 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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  11. 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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  12. 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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  13. 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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  14. The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.

    2 votes

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  15. 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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  16. 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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  17. 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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  18. 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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  19. 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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  20. 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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