1665 results found
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RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
11 votes -
RCX Priority Q Event, Transfer Call to REX BTN+EXT
Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.
This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.
It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets…
2 votes -
RingCX custom report that includes actual message in digital email.
A custom report that provides data on how the agent responded to the digital email. Must include the actual message sent.
3 votes -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
3 votes -
Add pickup groups or ability for a fall back group in RingCX
Allow something similar to the pickup groups from EX. We want the ability for supervisors to pickup when all agents are busy with other calls and be able to see calls in queue to pick them up. Our use case is to set a call queue event based on a time during the day where calls can overflow if all agents are busy so supervisors can step in.
1 vote -
RCX Analytics Queue Service Level Rate includes Abandon (Long) and Inbound Deflected calls
Currently, the Queue Service Level Rate computation is (SLA Passed,0)/SLA Qualified. Requesting to have a Queue Service Level Rate Metric that will include Abandon (Long) and Inbound Deflected calls.
3 votes -
RingCx for Hubspot - ability to customize data mapping for the call log fields
Have the ability to customize the data mapping within Hubspot call log fields.
1 vote -
Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
16 votes -
RingCX Emails should be coming in the queue in time order or in date
RingCX Emails should be coming in the queue in time order or in date
3 votes -
RingCX integration with Hubspot - include agent name in the call log
With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.
1 vote -
Dashboard for agents and supervisors in RingCX
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.
86 votes -
Give RCX agents ability to transfer to REX External Shared Contacts Directory
The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.
7 votes -
RingCX SFDC Embeded Integration - Allow to relate calls in an order object in salesforce
Currently, call logs in RingCX unable to relate to Order in SFDC
steps:
1. When clicking the "relate to" in rcx softphone.
2. search an order and hit enter. No results foundIt would be nice to have this feature be added specially for companies that uses Orders in the salesforce.
1 vote -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
9 votes -
Status change
When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
Also let us change status easier rather than having to due it during a call.1 vote -
Update the "hangup" pop-up window during a conference when a participant leaves in Agent RCX
On RCX agent, when we have a conference then the agent decide to terminate a participant, he presses the "hang up" button that opens a pop-up window to choose which participant to end.
Thing is that if the agent presses the hang up button, then one participant manually leave the conference, the pop-up window doesn't update the participants present, then if the agent choose the user that left the conference the press "hang up", the whole call will be terminated.
We need that pop-up window to be updated when a participant leaves the conference.
1 vote -
Hide SFTP credentials in the RingCX Recording Delivery
Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them
8 votes -
RingCX Agent Platform Hotkey Compatibility
Allow for Agents to interact with RingCX calls with hotkeys.
1 vote -
Historical Reporting handle count for digital channels in RingCX
On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.
Sample report wherein the digital interactions were counted as handled:
Interactions details report
Interactions overview report
Agent Activity ReportIt should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).
5 votes -
RCX | Ability to ping everyone for the chat feature on ringcx
The ability for the chat feature on ring cx, which is the feature on our website that allows customers to message back and forth directly with representatives.
They are curious if there is a way to make sure that when a message comes through, all users are pinged in a group rather than pinging the "next available agent"
2 votesThe idea is to distribute the interaction to an agent to provide a timely reply to the customer.
What would be the usecase of pinging several agents? How would they decide who takes it? wouldn't that distract agents from working on their own interactions?
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