1085 results found
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AI-based automated translation tool in RingCX digital channels
Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.
6 votes -
QM Report - Near End Disconnect with Sentiment Dashboard
Goal is to be able to tell which Party Hangs Up with Sentiment and Trend Analysis. Contact Center Managers eagerly look for tools to determine if their agents or optimally the end user hangs up on the call. Then, using AI, to infuse the disconnects with Sentiment Analysis showing comparison to early disconnects and negative sentiment along with trend over the timeline requested i.e. today, 7,30,90 days. NOTE: each element in the report should be able to drill down to the data. If the agents negative calls are clicked user is taken to those negative calls for review.
3 votes -
Manual Outbound SMS
Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.
4 votes -
Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report
We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422
3 votes -
Allow dispositions for messages engaged from an Inbox folder
There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.
3 votes -
Ready PENDING-ERR leads
When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.
6 votes -
Build a Smarsh integration for RingCX
Customers using Smarsh for compliance archiving would like to have all RingCX related content archived in Smarsh as well
1 vote -
RingCX Analytics Report
The customer wanted to add widgets that show the Tola number of calls in the queue/ Total hold time using the RingCX Analytics Dashboard.
1 vote -
Change State in PD
Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.
1 vote -
Collapsable Customer Identities List
When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view
1 vote -
Inbound SMS to appear on all logged in agents
When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.
1 vote -
Ability to use different Pre-Recorded voicemail messages within a RingCX campaign
At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.
3 votes -
SMS support for CCRN RingCX numbers
CCRN DIDs for RingCX need to support SMS handling in the RingCentral App. This works in RingCentral Contact Center today. Our existing RingCentral Contact Center needs this functionality to move to RingCX.
1 vote -
No Roles showing on Main Account Role page
Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".
6 votes -
Call Recording Access from UI
Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.
5 votes -
Disposition UI needs to be easier to use
Applies to RingCX Voice and Digital: The UI for viewing a list of dispositions associated with Voice and Digital queues is not easy to use. You have to scroll the table to the right to access delete or edit buttons and the rest of the columns show details that can't be edited in place so there's no need to display all the setting in the table.
2 votes -
Capturing and Archiving RingCX Voice Mail in RingSense for RingCX
Currently RingSense for RingCX associates call recording to agents involved in the interaction.
To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…4 votes -
RingCentral engage voice analytics
Wanted to have an option in analytics historical report to select or filter the report with campaign.
1 vote -
Change agent proficiency when adding to queue through supervisor
Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.
1 vote -
reporting
Administrator should have option to filter the reports in analytics.
1 vote
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