1443 results found
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Admin portal Payment Processor
The current Payment Processor solutions require a custom IVR/agent script to be built. Having a RCX, admin portal supported, payment processor feature which would 'automatically' handle agent's availability, call routing, and necessary reporting via a configuration page would be monumental in making this particular experience a good one.
1 vote -
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.
8 votes -
RingCentral for SalesForce/RingCX improvement BYOT to provide Dynamic Voice Routing in SFDC
The request is for BYOT to provide Dynamic Voice Routing w/in SFDC.
2 voteshttps://support.ringcentral.com/article-v2/using-ringcx-for-service-cloud-voice.html?brand=RingCentral&product=RingCX&language=en_US
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Call journey report for RCX
Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.
44 votes -
Improve ability to remove widget link
It is difficult to select a widget link to remove it. The selection hot spot is limited to the arrowhead and there is no visual indication it was selected nor is there any indication that you can delete or move it.
2 votes -
Ability to switch language for Text to Speech
It would be helpful to have the ability to switch language for Text to Speech so users make their own recordings to support multilingual IVRs.
3 votes -
Improve Text to Speech w/o requiring recording audio prompts and calling APIs via JavaScript
Goal is to extend the use of Text to Speech for Get input and Play audio widgets. Current use is limited to Say var. This would give an option that doesn't require recording audio prompts and would improve speed to deploy script changes on deployment and in production.
2 votes -
Add ability to label IVR Studio nodes
Add the ability to label IVR Studio widgets so it's not the NodeID. Current limitation is if you change NodeID value: no spaced allowed and only 9 characters display. Including labels will make complex scripts easier to understand since there won't be the need to edit them to understand the use.
3 votes -
Correct inconsistent experiences in Agent Scripting Editor
Several areas of the agent scripting editor are not consistent with the UI of IVR scripting. Editing properties of a widget window, widget naming, JavaScript editor window, etc.
2 votes -
In Pop-up window, unable to view all options
The edit pop-up windows for nodes gets cut off and forces the user to maximum browser window to see all the options and Save button. The window can't be moved so there is no other way to see all options which adds steps to a user's workflow. This is inconsistent from Script Studio, which only shows a maximized pop-up.
2 votes -
Improve Zoom/Scrolling Behavior
When using a touchpad that supports 2-finger scrolling, the workspace zooms and the position of the items moves to left and up so you have to use the mouse to move things around instead of scrolling. It's very difficult to navigate and the zoom is too granular to be useful.
2 votes -
More clear to quicklinks and help pages
It is unclear how to get back to the Quick Links & Help page seen when first logging in. Users have to click on the logo on the top of the window to get there. Links on that page should also be available on the left navigation bar. The current experience forces the user to remember where to go to access something not found in the left navigation menu. There needs to be a single source of resources for users to access and needs to be consolidated.
2 votes -
Ability to set holidays without JavaScript
There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.
5 votes -
Notify user if other user already editing IVR (and other IVR editor improvements)
There should be a visible indication if you open IVR Studio and someone else has it open already. The current UI shows Cancel and Save buttons disabled which does not necessarily indicate that another user has it open. The page should display a message indicating it's being edited and by whom. All configuration changes should also be included in the Audit log records.
3 votes -
Improve Knowledgebase Usability
The article editor is limited in features and can't be resized. That makes it difficult to create/edit more complex articles.
2 votes -
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 -
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.
6 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
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