1180 results found
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Make Agent Assist features easier to access
The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)
10 votes -
RCX - ability to unhold manually the call when requeue/transfer is cancelled
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.
the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .
10 votes -
Callback Queue Languages
The callback queue recording is only available in English. This should be available in multiple languages to account for various language requirements. We have a need for a French version in RingCX.
10 votes -
Add IP Address field in Ring CX Analytics for Reporting
For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.
10 votes -
Pulse for RingCX & RingSense for RingCX "Word Alert"
Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available
10 votes -
Option to remove RNA state
Would like to have the option to disable RNA state for all agents
10 votes -
Sound Alert to Notify Agents in Engage Voice when their Status is in RNA
Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.
10 votes -
Allow Engage voice users to launch manual outbound calls using frequently used numbers stored in the Phone Book
A very large percentage of our calls are outbound calls dialed manually by our agents and supervisors. Our agents frequently call out to the major insurance carriers. As such, we would like to be store these frequently used numbers in the Phone Book and allow the agents to launch their outbound calls by choosing those numbers from the Phone Book. Having frequently used numbers available to our agents in the Phone Book would be a great time saver and improve productivity.
10 votes -
Set Cold Transfer as Default
Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.
10 votes -
Disposition Export/Import - Manager
Please provide the ability to export dispositions natively from the EV Admin portal, and then to be able to modify that file and to also import that format to modify/add new dispositions. Alternatively, see if there's a way to provide a centralized manager for dispositions, that way they can be assigned to queues/campaigns and can be edited just once if the need arises. Current process doesn't always allow for bulk editing and it is currently a very time consuming task.
10 votes -
On/Offhook Reporting by Aux State
Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.
10 votes -
Chat Popout Option
Allow Client/User to pop chat out of current window and create new window for just chat (incase they need to navigate away from the window).
9 votes -
Ability to filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
9 votes -
RCX - Realtime Dashboard Access
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, regardless if they are just an Agent or an Admin.
9 votes -
Copying an alphanumeric value from Engage Digital should not automatically format it as a phone number or trigger click-to-dial functionalit
Copying alphanumeric values should preserve the original formatting and not trigger or apply click-to-dial behavior unless the value is a valid phone number.
9 votes -
View RingCX Dashboards in Softphone-Client
It should be possible to display the created dashboards from Analytics directly in the client, preferably via an additional selection, so that the website does not have to be open in parallel for the display.
9 votes -
Caller ID Override for Callbacks in RingCX
Currently, the callback feature has no caller ID override. By default, it uses the DNIS as the caller ID when a callback is made by the system. For calls to external numbers that are forwarded to the RingCX number, it shows the number where the external number is forwarded as the caller ID.
Looking to have a feature or option to set the forwarded number (external number) as the caller ID.
9 votes -
Salesforce embedded Agent to have "All messages" for agents to view old/closed messages
Salesforce embedded Agent to have "All messages" for agents to view old/closed messages
If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time
9 votes -
30 and 60 Minute Lunch States
Currently, there is only 1 option for lunch durations. We need to have multiple options available. For instance, some agents take 60 minute lunches and some take 30 minute lunches. Admin options only allow for one or the other.
9 votes -
Change the Pre-chat form title heading from H1 to a regular span, or a lower heading level such as H3 or H4
SEO (Search Engine Optimization) It's the practice of improving a website or online content so that it ranks higher in search engine results pages (SERPs), especially on Google. The goal is to increase organic (non-paid) traffic to a website.
The client's website has embedded RingCX Pre-chat forms for Chat Channels. Currently, the website contains two H1 tags, one of which is used for the "Chat with us" section (RingCX Pre-chat form title, which has been modified to a different name but remains associated with an H1 tag). This presents an SEO issue because having multiple H1 tags can confuse search…
9 votes
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