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1306 results found

  1. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  2. 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.

    4 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  3. RingCX Scheduled Reports cohesive naming convention

    2 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  4. QM - Calibration Screen – Needs Interaction Dates

    Please add the Interaction Date to the Calibration Screen; see screenshot

    2 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  5. 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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  6. 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
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  7. 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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  8. 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
    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  9. 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
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  10. 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
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  11. 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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  12. 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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. VDI Support for RingCX

    The request is for VDI Support for RingCX

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  16. 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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  17. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. 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
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Include QM Question Detail into QM Reports APIs

    Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.

    2 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. Remove the ability for callers to select any extension when calling in.

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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