1363 results found
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Skills Based Routing in RingCX Analytics
Customers who are leveraging skills based routing would want to be able to report on that within the RingCX Analytics Historical Reporting, to report on how calls are being distributed.
2 votes -
Add time based variable to holiday configuration
Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.Example:
- On Oct 1, the service department is closed from 12pm-1pm
- Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service departmentIn…
61 votes -
Grant RingCX customers access to enable/disable countries for international calling.
Grant RingCX customers access to enable/disable countries for international calling.
Since updating International Access can result in significant charges, modification can be done through RingCX Support by designated customer representatives only.
10 votes -
Max Q Data in RingCX Custom Widget
To have the option for Max Q under the Data tab in RingCX Custom Widget.
2 votes -
Feature Request: Agent Search Leads by Campaign in RingCX Problem:
Feature Request: Agent Search Leads by Campaign in RingCX
Problem:Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.
Proposed Solution:
Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.
Benefits:
Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.
Enhanced Lead Management: Campaigns can be better organized and tracked, leading…
4 votes -
RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)
Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.
9 votes -
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox.
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.
2 votesI do not reproduce this behavior
- In "My messages" tab, I transfer to another queue
- Submit Disposition screen appears
- after Submitting, the interaction disappears from Agent view
Can you please describe in more detail?
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Show messages assigned to agent in My Messages rather than my inbox
When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.2 votes -
Interaction Details does not match Agent disposition dashboard data
The Interaction Details from the historical reports display the actual data for agent dispositions. However, when reviewing the Agent Disposition in the historical dashboard, there is a discrepancy: some agents' data appears correctly, while others do not. Despite agents claiming that they tag every call with the corresponding disposition, the two reports should provide consistent results.
2 votes -
Robust Realtime Native Guidance/Analysis (Agent Assist)
- Agent Assist check list of required speaking points for every call
- Unique check list options for each ACD skill
- Required items to be addressed on every interaction by agent, checked off when complete
- Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
- Flag to supervisor when check list items not completed during interaction – alert
- Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
- Enhance this with smart prompts that are similar to the original dynamic trigger provided…
14 votes -
call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
220 votes -
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
21 votes -
Option to receive Reports with just the file name
Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM
4 votes -
Add historical call volume by day to the dashboard. Filter by any timeframe for any team.
Add historical call volume by day to the dashboard. Filter by any time frame for any team.
3 votes -
RingCX Voicemail to Digital Queue
Currently, voicemails can only be sent to an email. This means any voicemails left have to be handled separate from the RingCX application unless an Email channel is configured to receive these voicemails.
We need an easier way to route voicemails left on voice queues to a group of agents. This would make it easier to ensure all voicemails are handled, and allow for equal distribution of voicemails to the group.9 votes -
Real Time Inbound dashboard widget - Need to include Callback request count
Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.
It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.
13 votes -
RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page
Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:
- Account + below
or
- Account w/o below
- Agents + below
- Campaigns + below
- Phone Numbers + below
- Utilities + below
- Voice Inbound + below
- Workflow + below
This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…
13 votes -
Restrict Tags based on selected Disposition
Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.
1 vote -
Improvements to Messaging visual library configuration
For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this
The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience
1 vote -
Allow Using the Hold Button on the Desk Phone
Need to be able to use the Hold Button on the user Desk phone for RingCX call backs
-hold button on desk phones works properly for everything except for RingCX callbacks
-current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files47 votes
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