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  1. Requeue Shortcuts main panel displays a dropdown list with 2 options for Requeue Shortcut Groups. The default is Advanced, but the UI shows a message asking the user to "Please verify the Requeue Type - This feature will only work if the Requeue Type above is set to 'Shortcut'."
    If this option doesn't work, there should not be an option for the user to select it. Additionally, if you select the Shortcut option, there is nothing else on the page other than a message saying "There are no Configured Shortcut Groups" and it is unclear where those are configured.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Organization of Agent Tools is not very clear. Knowledge Base is under Voice, but should apply to any interaction type and Email Templates is under Voice, but Email is a Digital interaction type.

    2 votes

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  3. There should be a visible indication if you open IVR Studio and someone else has it open already. The current UI shows Cancel and Save buttons disabled which does not necessarily indicate that another user has it open. The page should display a message indicating it's being edited and by whom. All configuration changes should also be included in the Audit log records.

    2 votes

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  4. It is unclear how to get back to the Quick Links & Help page seen when first logging in. Users have to click on the logo on the top of the window to get there. Links on that page should also be available on the left navigation bar. The current experience forces the user to remember where to go to access something not found in the left navigation menu. There needs to be a single source of resources for users to access and needs to be consolidated.

    2 votes

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  5. When using a touchpad that supports 2-finger scrolling, the workspace zooms and the position of the items moves to left and up so you have to use the mouse to move things around instead of scrolling. It's very difficult to navigate and the zoom is too granular to be useful.

    2 votes

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  6. The edit pop-up windows for nodes gets cut off and forces the user to maximum browser window to see all the options and Save button. The window can't be moved so there is no other way to see all options which adds steps to a user's workflow. This is inconsistent from Script Studio, which only shows a maximized pop-up.

    2 votes

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  7. Several areas of the agent scripting editor are not consistent with the UI of IVR scripting. Editing properties of a widget window, widget naming, JavaScript editor window, etc.

    2 votes

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  8. Goal is to extend the use of Text to Speech for Get input and Play audio widgets. Current use is limited to Say var. This would give an option that doesn't require recording audio prompts and would improve speed to deploy script changes on deployment and in production.

    2 votes

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  9. It is difficult to select a widget link to remove it. The selection hot spot is limited to the arrowhead and there is no visual indication it was selected nor is there any indication that you can delete or move it.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  10. The article editor is limited in features and can't be resized. That makes it difficult to create/edit more complex articles.

    2 votes

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  11. The customer needs an ACO app equivalent to the RCCCV chrome ext where the auto answer feature is built in. In order to utilize a feature like this, they need an ACO Contact Center Voice chrome ext built.

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Currently, we can only see how many agents are logged into the Max Agent, but if they have not properly logged into their phone, they are not available to take calls. Call Center supervisors would like to know how many agents are available to take phone calls.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  13. By default, all reports pull up all records. This can become a significant performance issue in busy systems over time. The UI should provide a date range with some predefined options like today, last 7 days, etc. with the option to specify a custom range before executing the query to view the results.

    2 votes

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  14. There are 2 places where an admin can create an email template: Voice and Digital. Voice provides a basic UI to pre-fill fields like From, To, & Subject and use Tags. Digital requires editing HTML code with an extra step to submit it for preview. The Voice email templates appears to be tied to outbound dialer campaigns. This feature should be consolidated into a single UI.

    2 votes

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  15. Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    121 votes

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    27 comments  ·  Other  ·  Admin →
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  16. Agent's own their callbacks. If an agent leaves the company or neglects to maintain contact with someone in their pipeline we want the lead to automatically go back into the pool so another agent can begin working it. We would want to set the number of days that the callback is owned by the agent before being sent back to available pool for calling.

    7 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  17. The customer will benefit from this, considering that account of the customers have lots of recording that they haven't listen yet and it will give ample time to listen to it.

    20 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  19. Need ability to approve or remove pending deleted activities as an admin. There is a deleted activity sitting in queue. There is no filter to only see active or remove deleted types.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  20. 2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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