1083 results found
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Count All Call Time as the Egaged Agent State
When ENGAGED on an active call, the call should count as the ENGAGED state the entire duration of the call. Currently, the ENGAGED status can be changed to a break state during the call (to signal to the system to change to that break status post-call), and the system starts clocking against BREAK-AFTER-CALL vs the ENGAGED state.
2 votes -
Send another SMS to the same thread in RingCX.
To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.
3 votes -
Improve handling media for Queue events
After the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. Expected behavior is there is no delay after the end of playing 2 files.
3 votes -
Support interaction logging with no disposition in all applicable embedded CRM integrations
In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.
3 votes -
SLA%
Add SLA % in the RingCX Historical Data Report, same formula with the one in Custom-Real Time Dashboard Tab. The SLA% doesn't match the Queue Service Level.
2 votes -
Revert to previous text message layout with visible previous message chain when initiating a new text
Suggest reverting to the previous text message layout where the entire message chain is visible when starting a new text. This feature made it easier to reference past conversations and continue discussions without losing context. Bringing it back would improve efficiency and enhance the user experience.
1 vote -
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
5 votes -
Agent to Agent Transfers in SMS and Engaged Digital Messaging
Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).
5 votes -
Default Enable Queue Call Recording Settings
Currently, call recording settings need to be configured individually for voice queues/campaigns.
Request to provide an option at the global/account level to define call recording settings that will apply/cascade down to all voice queues/campaigns, and ensure that any new queues/campaigns built on the account maintain these same settings, with the ultimate goal being that any call, inbound or outbound, is recorded per the account-level recording preferences.
1 vote -
Restricting users to dashboard access only
Restricting users to dashboard access only.
We need provide some of the users access to dashboards only, meaning they shouldn’t be able to access any other options.
There is another odd thing - there are multiple full access roles being duplicated
Can you also please check how are the roles are in place for analytics portal. Its unusual that we have to create them as admin to provide access to analytics portal. There is also an open case with Myra – Users cannot see custom shared dashboards or receive schedule data exports via email even after having full access.
1 vote -
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA.
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA. PLEASE, PLEASE, PLEASE. ITS EXHOUSTING TO SAY COUNTLES TIMES THE TCPA FOR DEAD AIR.
1 vote -
quality assurance form
It will be helpful if there is a way for us to build the Quality Form within RingCX so that the customer can just populate the form while they are auditing calls.
1 vote -
Include Name & Number in Caller ID
Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.
24 votes -
Missed Message Alert Customization
Currently in RingCX, when agents miss accepting a new message, they receive a pop up that says "A pending message timed out before you were able to accept. You will not be presented new messages unless you confirm that you can take them." There are two options that the agent can select from, either "No new messages" or "Accept new messages". We understand why that pop-up and options are necessary but it would be nice if there were some customizable options for this feature. It may be helpful to remove that message entirely because if an agent is actively looking…
1 vote -
RCX - Admin ability to share the dashboard to Supervisor only
Admin ability to share the dashboard with the Supervisor only without admin access
1 vote -
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
3 votes -
Provide an API that reports on how many agents are available within a call queue.
Provide an API that reports on how many agents are available within a call queue. This can then be used to make a routing decision before sending the call to a particuar queue.
1 vote -
sort supervisor view by team
When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.
4 votes -
Lower the volume of RingCx Agent when you are on "TRANSITION" state, that "brrrp" is annoying
there should be a way, that when we are on fetching leads mode, the "transition" stop making that annoying noise that "brrrp brrrp" when you are calling someone is really annoying, hearing that noise all the day its crazy
2 votes -
QUEUE WAITING TIMES
When I am transferring a customer to another queue, it should show me the waiting time on that line. I am then giving the best advise to the customer they then have a choice if they want to wait or call back later at a not so busy time
2 votes
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