1180 results found
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RingCX Multi Channel Interaction Console “Live Interaction Management”
RingCX Multi Channel Interaction Console “Live Interaction Management”
It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.
18 votes -
RingCX Callback Option uses Disposition Notes
It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else
4 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 -
Remove DTMF feature for Voice dispositions
There's a field in Voice dispositions called DTMF which hasn't worked in Engage Voice for a long time and is not used by customers. This should be removed from the UI.
1 vote -
Engage Voice Call Recording
Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.
6 votes -
Ability to Delete Channel
Within RCX portal, there is no way to delete a channel once created.
3 votes -
1 vote
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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 -
Engage Digital - Automatic Refresh toggle for Inbox view
Our agents experience a significant amount of collisions when working email interactions where multiple agents end up working on the same email interaction. When investigated this tends to happen due to the Inbox view mode becoming out of date relatively quickly, so while an interaction may have been routed to an agent via routing mode Inbox mode does not reflect that unless it is manually refreshed. The feature we would like to see added is an automatic refresh while on the Inbox mode page every 15-20 seconds or so to avoid that view becoming too out of date. This could…
2 votes -
Engage Digital - Add ability to change Font style and size in Email channel messages
Out agents would like the ability to change the Font style and size when crafting an email message (new or reply) within Engage Digital.
1 vote -
Engage Digital - Allow message composition pane to be undocked into its own window to increase size
Agents have requested the ability to undock the message composition pane when responding to an email interaction into its own browser window that could be expanded in size manually or full screened. This would provide agents a larger space to work in when necessary.
1 voteReady for beta
Grigori
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Engage Digital - Allow Customer Identity pane to be collapsed to increase screen real estate for email replies
The Customer Identity pane is always open taking up space within the interface, but not necessarily always needed by the agent. Feature request is to add a button to allow the agent to collapse that pane when not in use to expand screen real estate for the email reply composition window to be larger.
2 votes -
Engage Digital - Add search tag to allow searching of hidden historical information "..." within an email
Currently Engage Digital's search feature does not locate information within an email thread if it is hidden behind the historical truncation feature that is applied when an email is imported into the system ("...") . The search feature fails to find anything that may be truncated. Would like to add a search tag to cause the system to also include the hidden information in an email to be able to locate a thread based on information being hidden by the system.
1 vote -
Engage Digital - Turn off hidden history feature "..." per channel
Our agents and Operations managers have asked if we can disable the hidden history portion that Engage Digital implements when an email message is imported into the system as it often hides necessary information automatically and agents find themselves either overlooking the small "..." option or having to constantly expand it. Currently this is something that cannot be disabled but we would prefer it be a toggle within the channel settings to adjust as necessary.
1 voteMichael,
maybe we should have this toggle for the whole account, not per channel level. or do you have some channels where the teams want it and on other don't?
Thanks,
Grigori
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Engage Digital - Internal Draft Save Feature
Currently there is no way to save an ongoing draft of an email within Engage Digital and load it back up later, instead it seems a work in progress email is cached locally. Our agents are having to save drafts in a word doc or notepad file and then come back and copy and paste it into the tool when ready to answer an email. They have requested some way of saving and managing in-progress replies in a cleaner manner within the Engage Digital tool.
1 vote -
Engage Digital - Agent Historical State View
We have had instances of our Operations managers asking why a pending email interaction has not routed to someone on the team during a certain period of time and them suspecting the tool is not working as intended. We have a way to view current agent state in the supervisor tool, but not a way to view the historical states of an agent to see if they were available during a specific time period (when they changed states from unavailable to available, how long they stayed in each state, etc.). The NICE inContact Contact Center does this in a very…
2 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 -
Report on number of emails\interactions created per domain for a channel
We would like to report on the numbers of emails\interactions received per domain within an email on Engage Digital for a specified time period. For example we would select a channel, choose a time frame (for example the last 30 days) and the report would provide us data on how many emails were received from an @boeing.com, @amazon.com, @travelctm.com, or @gmail.com address. This could be a prebuilt report or functionality to do so via Advanced Analytics\Dashboard. Currently we can export raw data and manually work with it to find to find this information.
1 vote -
Ability to prioritize agents assigned to a Category
Similar to how you can control the "proficiency" setting within an ACD skill on the inContact Contact Center product today we would like to be able to control which agents assigned to a Category on Engage Digital are preferred to be routed to first if available based on a priority\proficiency ranking with available time breaking a tie between two agents with the same setting. We often have a setup of 1 or 2 main agents for an account with other backup agents assigned to the same Category to cover when the main agents are unavailable and there is no way…
3 votes -
Ability to export IVR from Studio
Need the ability to export IVR Studio so they can be shared and imported.
41 votes
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