1180 results found
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Agent Tool Rewording/Clarification
Organization of Agent Tools is not very clear. Knowledge Base is under Voice, but should apply to any interaction type and Email Templates is under Voice, but Email is a Digital interaction type.
2 votes -
Clarify options in Requeue Shortcuts Main Panel
Requeue Shortcuts main panel displays a dropdown list with 2 options for Requeue Shortcut Groups. The default is Advanced, but the UI shows a message asking the user to "Please verify the Requeue Type - This feature will only work if the Requeue Type above is set to 'Shortcut'."
If this option doesn't work, there should not be an option for the user to select it. Additionally, if you select the Shortcut option, there is nothing else on the page other than a message saying "There are no Configured Shortcut Groups" and it is unclear where those are configured.2 votes -
Remove Number Assignment field when creating Digital Queues
There is an option for Number Assignment for Digital Queues which is not clear, as a phone number would not apply to a Digital Queue. If this is only for SMS queues, there should be some indication in the UI for its use.
2 votes -
Make Identity/Identity Tags more user friendly
The use and configuration of Identities and Identity Tags is not clear. The page shows a list of records, most of which are grayed. The rows that are not grayed out can be edited, but the only option is a checkbox for Controlled Entity.
3 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 -
Better Segmentation in Reports
By default, all reports pull up all records. This can become a significant performance issue in busy systems over time. The UI should provide a date range with some predefined options like today, last 7 days, etc. with the option to specify a custom range before executing the query to view the results.
2 votes -
Simplify process of customizing webchat
Customizing Webchat requires editing CSS and HTML code. Many customers will not have this capability and the lack of a preview limits the ability to make changes without a lot of experience with CSS and HTML
3 votes -
Create similar UI for email templates in Digital and Voice sections
There are 2 places where an admin can create an email template: Voice and Digital. Voice provides a basic UI to pre-fill fields like From, To, & Subject and use Tags. Digital requires editing HTML code with an extra step to submit it for preview. The Voice email templates appears to be tied to outbound dialer campaigns. This feature should be consolidated into a single UI.
2 votes -
More seamless way to Link an Element to a Channel
It is not very clear how to use Messaging Visual Library elements in a channel.
3 votes -
Engage Voice Historical Report_Inbound call detail_Call recording is shared with both agents
When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.
1 vote -
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 -
Voice Channel Improvements
It would be helpful to have automatic agent-specific audio playback/greeting on voice call connections (e.g. mandatory announcement for compliance when collecting on a debt.)
3 votes -
Additional Options for Automated Exports (other than SFTP)
Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.
4 votes -
Prevent Stuck Voice Calls with no Disposition
There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.
2 votes -
2 votes
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Custom Notification query option for "Undelivered" interactions
Recently we had a situation in which a dedicated agent working a channel had retired and the manager over that channel neglected to assign a replacement agent to take it over. This resulted in any message entering the system on that channel being immediately removed from routing mode and put into an "undelivered" queue so that when we did figure out this was happening and added an agent to that category none of the past messages would deliver to them. We attempted to build a Custom Notification to alert us to this situation happening in the future, but there is…
1 vote -
Ability to view agents assigned to a Category
It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.
2 votes -
Customer Card navigation improvements
Goal is to have a button to view the card when hovering over the hidden button area when a message thread is visible.
2 votes -
Ask an Expert improvements
There are a few things that would make this feature easier to use.
1. When you drop the list down, there isn't a complete list of MVP users with presence. This is required if an agent is on an active interaction and needs a quick response.
2. when the expert replies, the agent gets no notification in the RingCX Agent Interface and the agent has to use the MVP app to see the response.3 votes -
Improvements to Ignored Message Functionality
The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.
4 votes
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