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1472 results found

  1. Integration with DNA Fiserv Platform

    Integration with https://www.fiserv.com/

    2 votes
    1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Phone Books to allow import of contacts

    It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.

    11 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Add ability for Zendesk Widget To Search All Open Tickets

    When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. html email signatures

    Allow email sigatures to support html so company branding/style guidelines can be followed. Currently only text signatures are supported

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  5. Restrict Tags based on selected Disposition

    Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Improvements to Messaging visual library configuration

    For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this

    The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Metrics Summary Dashboard Widget - Need to Include a 'Refusal Reason' Metric

    Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).

    Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.

    As it stands, we have the current metrics for refusals:

    Refusals
    % Refusal Time
    Refused Time…

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  8. Allow Agents to Pesent a Withheld Number

    Allow CX agents to have the option to present a withheld number on outbound calls.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Agent Adherence grace period

    Allow Admins to set up a threshold for adherence for different activities. Example: We could give a grace period of 5 minutes for Lunch or break so if the employee was late to go on break because they were handling an interaction they would not be marked out of adherence for those 5 min.

    4 votes
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  10. 5 digit number block

    Please enable the ability to block 5 digit numbers. The amount of political spam we receive is ridiculous. This feature request was submitted years ago and we still don't have this ability.

    3 votes
    1 comment  ·  Other  ·  Admin →
    How important is this to you?

  11. note taking ability

    add the ability for the caller to make notes that are important to their next contact with the lead

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  12. outbound dialer

    When using RingCX Outbound dialer. The customer wanted to have an option to set the number of leads that will distribute to the user. Example 10 leads per user.

    2 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Take snapshot of realtime dashboard and export it

    When viewing a real-time dashboard in RingCX, the viewer should be able to take a snapshot of the dashboards current state and export it for reporting on real-time activity.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Retain Role In RingCX When Modiying Role In RingSense

    Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.

    Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Agent Interface "Search" Button for Contextual Searches of System Data

    Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.

    Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Roles and Permissions Report

    We would like to pull a report that shows all the current user profiles and the level of roles and permissions that they have

    5 votes
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  17. RingCX -- Make Dispositions Optional

    Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Quality Planner for Calibrations

    Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.

    2 votes
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  19. Visible/Vocal notification for commitments

    We would like to have a pop-up notification or an audible notification for the agent when a commitment pops up on the Salesforce softphone.
    Otherwise, if the agent is working somewhere else or has minimised their softphone, they miss the commitment, which is a bad customer experience.

    2 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Call routing that feature that will go back to the top once it's at the bottom

    The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.

    3 votes
    0 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?
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