968 results found
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Build an Agent Console for RCCC that is embedded into RCV
This could be used instead of using MAX in its own browser window
5 votes -
Add CCaaS to VGE
The request is to have CCaas included in VGE.
1 vote -
Addition to Dynamic Address Book
Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
3 votes -
2 votes
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QM - Calibration Screen – Needs Interaction Dates
Please add the Interaction Date to the Calibration Screen; see screenshot
2 votes -
Reducing Effort in Contact History Report
When entering a master ID in the contact history report, users have to click Run Report instead of being able to just hit return.
2 votes -
IVR Detail Report Changes
When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.
1 vote -
Suppression Scripts
Some customers use 'agent flag' on outbound leads to reserve lead 'x' for that agent. Should another agent search for a lead, they would have the ability to dial this lead whether or not it is theirs. Something like suppression scripts, where the system does a check at the moment of dial attempt against some sort permissions list, would help manage this solution. Suppression scripting could be used in numerous ways within RingCX especially around manual dialing.
2 votes -
Better digital support for bank branches
The ask is for Engage Digital to better support digital interactions, which are becoming critical to many banks' business.
3 votes -
RingCX account creation automation + Import/Export Functionality
The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.
2 votes -
Manual Exports and Automated exports to support shorter intervals by default
This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.
3 votes -
Support agent availability for Live Agent handover
The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.3 votes -
CNAME identifier when transfer call from EV to RC Office
We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the…
3 votes -
Enable OSH with Personal Connection Priority Blending
There are customers with Personal Connection Priority Blending capability who would like to add additional functions to their agents. For example, they may want to introduce web chat but would need OSH with omnichannel agents.
4 votes -
QM - Reports - Form Name Titles – Don’t Display Fully
In reports, the form names are cut off/short. When the user hovers over the form name, the full name should reflect. I have attached screenshots.
1 vote -
QM - Evaluation Details Report – Average Score Column
Please see the attachment. Column J shouldn’t state ‘Average Score’. Please change to ‘Score’. The numbers listed are individual scores for the agents. They are not averages.
1 vote -
VDI Support for RingCX
The request is for VDI Support for RingCX
3 votes -
Show reporting on Abandoned calls for non full Admin users
Some customers use RCCC in various parts of their business who should not have a view of each other. However, they cannot see Abandoned calls in Reporting as these aren't assigned a team / campaign. They can only do so when All & Future is enabled from the role & permission.
1 vote -
QM - Report Delay
There is a delay in reporting in the Quality Management Tool. When a user submits an evaluation, it takes about 1-2 hours to reflect in the reports. There shouldn’t be a delay.
1 vote -
Upgrade LumenVox ASR
The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.
2 votes
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