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1472 results found

  1. Agent script disposition element variable support

    Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Dashboard Visibility for Administrators

    For Admin users on NICE In Contact, it would be helpful to be able to have an option on a security role to automatically share all dashboards. I believe this could be done on the old style dashboards, but on the new version, these have to be manually shared with a user, which makes supporting faults with them more complex

    4 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  3. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  4. Display User Extension Number When Transferring From RingCX To RingEX

    Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.

    Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.

    9 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  5. 2N Intercom

    Add 2N Intercom in the list of supported devices for IP Intercom

    2 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  6. Create Multiple Call Log Detail Settings

    In the admin center under reports and call log, there is an option for delivery options so you can have a report emailed to you. The problem is, you can only create one. There is no option to save a report and create more. What if I want to create a daily report, a weekly report and a Monthly report but they are all for different calls? There should be the ability to add multiple of these so I can setup multiple scheduled reports.

    3 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  7. Voice Queues: Visibility to all Queues but by default only see the ones assigned to

    • When logging in, agent has visibility to all queues and they have to unclick all markets queues that not assigned to so only see the ones actually assigned to
    • Don't want to take away the ability to access all the other market area queues (example: FL dispatchers don't have internet due to hurricane, need to be able to select the FL queues to help them out)
    • By default only see the queues the agents are assigned to
    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Display Break and Lunch Schedules in RingCX

    Have the ability to display the users break/lunch schedule when a user logs in to RingCX

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Show caller ID when Transferring Calls

    The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  10. SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  11. SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  12. copy callid

    Can there be a separate button to copy the Call ID, instead of using the 3 dots, then copy call ID?
    It would be even better if the call ID is displayed in the history -> call details. This can be a combined solution, to display the full call ID + copy sign next to it.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Allow for contacts to be sorted and displayed by last name

    Allow for contacts to be displayed and sorted by last name

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. Voice recognition should also cater to people with strong accents.

    Voice recognition should also cater to people with strong accents.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Chat Inactivity Timeout Settings

    The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    10 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  16. Option to change username on RingCX

    Option to change username on the RingCX

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Ability to block web chat in RingCX

    The System Administrator should have the capability to block web chat and be able to determine the IP address of the sender.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    17 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Stop RingCX from logging out

    Set a way to stop RIngCX from logging out when away from computer

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. 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
    New  ·  0 comments  ·  RingCX  ·  Admin →
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