1192 results found
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Ability to limit SMS channel selection when creating an outbound SMS message
When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.
In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.
It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.
27 votes -
All Messages Conversation Search Enhancement
There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.
Please see the screenshots.
If a number is formatted in 3 different ways as it's used in RCX:
(734) 279-2221
17342792221
734-279-2221When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or…
21 votes -
Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types
We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.
By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.
22 votes -
display queue name when call comes in in embedded RingCX for Zoho
It's important to see what call queue the call is comin in so that agents would know their opening spiel
8 votes -
Recordings Delivery Audio Format
Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.
11 votes -
RingCX Audio Settings
Need settings specific to RingCX to be able to adjust call audio levels. The current method is using native Windows audio settings which would bring down levels of other applications.
5 votes -
Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
16 votes -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
31 votes -
Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
30 votes -
RingCX Queue/Global Phonebook used for Manual Outbound Calls
Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.
Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.
77 votes -
Ability to see Logged out agents in RingCX Real time Dashboard
Ability to see Logged out agents in RingCX Real time Dashboard
Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out
14 votes -
Ability to Move or Reposition Admin Users in RingCX Admin
Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.
9 votes -
RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality
There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting…
31 votes -
RingCX Agent voicemail greeting
A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.
6 votes -
Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling
customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).
or the other way around if you start the dialer - it would switch to off hook for the dialer -…
30 votes -
6 votes
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Spam detection for chats
Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.
27 votes -
User greeting in RingCX Agent.
Ability to personalize the greeting before answering the call per agent user.
33 votes -
Screen Calling for Outbound Dialer
Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant
Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.
8 votes -
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.
26 votesThis issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.
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