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1472 results found

  1. Allow Route Node in Workflow Studio to send call to another Workflow

    The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Add Branch Node to Workflow Studio

    Agent Script Studio has a Branch Node to implement if-then-else or switch logic without writing JavaScript code. This would be a very useful Node to have in Workflow Studio

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Add Data Builder node to Workflow Studio

    Agent Script studio has a Data Builder node to create look up tables. This node would be very useful in Workflow Studio for things like looking up a State by Area Code from the caller's ANI. Can be used in Insurance or Real Estate verticals where callers need to get connected to agents licensed in a particular state.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Call Queue Overflow

    It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
    This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Answer mangement

    Customer would like ability for agents to remain offhook but still be presented pop up for "answer/decline" call on inbound calls. There appears to be no current way to configure this scenario.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. TTA acceptance time

    Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. CXONE SUPERVISOR MANAGEMENT TOOLS

    Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
    For the customers, like us, that are SSO Only will there be a time when this will work with SSO?

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  8. Allow the ability to view calls waiting in call queue outside of Contact Center

    Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.

    Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. inactivate worklfow

    Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.

    Customer is seeking the ability to deactivate workflows/IVRs themselves.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Inbox export and bulk upload of keywords in Intent

    We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.

    Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.

    Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. arrange disposition alphabetically in RingCX

    It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Add historical call volume by day to the dashboard. Filter by any timeframe for any team.

    Add historical call volume by day to the dashboard. Filter by any time frame for any team.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. New CXAgent - "New Outbound" Icon not intuitive

    The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.

    Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.

    1 vote
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  14. Search recordings by not only Date range but also include a time range

    Finding a call when you have just a date there is constant scrolling / next page presses to locate a desired call, you should be able to limit the results to also include time in the start and end dates.

    3 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  15. Month on Month Seeking (Forward/Backwards) button for Schedule/Intraday Manager

    As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.

    As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.

    It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. CC - NETWORK ASSESSMENT Test Portal

    Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
    Talkdesk example. - https://networktest.talkdesk.com/?lang=en

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Include Digital Teams in RingCX

    Include Teams in RingCX Digital side as it is only available for Voice only.

    We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Bulk Change Errors

    When making a bulk change in RCX, error messages pop up stating the change couldn't be completed. After testing and verifying the change is completed and this error only pops up if there is an inactive user associated with it, update the error message to be more specific to what isn't being completed.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  19. RingCX Digital internaction - Inbox mode - Tag or mention internal users

    RingCX Digital internaction - Inbox mode - Tag or mention internal users
    (Similar to Front's feature) -
    -Shared inbox/folder.
    -All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
    -Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users

    4 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  20. SKU to bill recording storage per minute (usage)

    Offer recording storage based on minutes bundle instead of prices per agent for all agents.

    Additional improvment on Recording and storage policies would be a plus too.
    - percentage of recorded call per skill/queue
    - storage time based on skill/queue/disposition/customer type

    4 votes
    0 comments  ·  RingCX  ·  Admin →
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