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1197 results found

    • would like internal calls to bypass user hours
    • Clients also call users directly and follow user hours
    • On after hours they do internal calls and being routed to voicemail

    Proposed solution
    - If you go to my extension, after hours there should be an option to either send to voicemail or internal calls send to phone

    2 votes

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  1. It would be awesome to port the Call Result field to Salesforce so we can AUTOMATICALLY categorize the types of calls we are handling instead of just the amount alone. The ported disposition field is not sufficient as we do not use it.

    2 votes

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  2. In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

    a. Clean modern omnichannel widget-driven data elements

    b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

    c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder…

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Provide a widget management from RingCX Admin to enable Web callback from customer website.
    Similar to chat invites but for callback we need to be able to manage the look and feel (color, design) of the widget and more capabilities like:
    - real time or scheduled callback,
    - agent availability for real time,
    - calendar for scheduled,
    - associated campaign,
    - form to get contact details and additional context - if needed, optional custom fields populated by Javascript or CSS selector for a deeper integration
    - ...

    2 votes

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  4. When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.

    8 votes

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  5. Although Google Chrome includes some settings for peripherals, it would be ideal to have adjustable microphone input settings. Especially a sliding control for microphone input volume.

    1 vote

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  6. Would like to restrict BU access for reporting inside contact center. Right now, the current state is: you either have full access to the data in reports or you don't. Customers would like to be able to alter these permissions somehow by role or by Business Unit itself. Need a way for admins to have more flexibility with reporting access all around. Please look into this further for development.

    1 vote

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  7. Customer would like for agents to be able to alter in and out of their Bi-Directional Sync state. This is currently hard-coded as an agent state, but there's no flexibility into the ability of altering this state. Customer would like the ability to be able to manually change this state on the fly at the user level, or perhaps have the ability to edit for certain users.

    1 vote

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  8. Have the RingCX the ability to add links and images in the email signature to really make it customization and professional

    1 vote

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  9. Grant RingCX customers access to enable/disable countries for international calling.

    Since updating International Access can result in significant charges, modification can be done through RingCX Support by designated customer representatives only.

    3 votes

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  10. The customer would like to have an option for an Internal Calls Only User(without Domestic Call) to be able to receive calls from their Contact Center account.

    5 votes

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  11. Need the ability to export Agent Script from Studio so they can be shared and imported.

    27 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  12. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.

    5 votes

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  13. there should be a way, that when we are on fetching leads mode, the "transition" stop making that annoying noise that "brrrp brrrp" when you are calling someone is really annoying, hearing that noise all the day its crazy

    1 vote

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  14. Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less important out of view. Also, hold these settings and UNCHECKED columns for future agent sessions.

    1 vote

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  15. When I am transferring a customer to another queue, it should show me the waiting time on that line. I am then giving the best advise to the customer they then have a choice if they want to wait or call back later at a not so busy time

    1 vote

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  16. AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

    A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…

    3 votes

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  17. There should be the option to have a different script for a callback (where the caller chose not to hold but to receive a callback). Similarly, you should have the option to use a different agent whisper for these as well, as they are not truly "inbound calls".

    1 vote

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  18. If you use a disposition for a scheduled callback, this will be assigned to a specific agent who must check their "Callbacks" throughout the day. This is not as productive as having these scheduled callbacks populate into an outbound campaign, so that they are integrated into the blended voice workflow.

    1 vote

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  19. Caller ID Name For NICE Contact Center

    With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
    Yes clients can dip into CRM or Build a Address Book to dip into…

    8 votes

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