1180 results found
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Historical Dashboard Report Schedule
Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.
3 votes -
RingCX Enhanced SLA configuration
Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.
Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.
Enhancement would be to add the SLA % setting in each Call Queue
3 votes -
RCV video link in RCX Customer Card
When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
This could either be in form of a summary or posting the link to the RCV recording.
Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.3 votes -
RingCX needs the ability to select which DID to use for outbound SMS.
The RingCX platform needs to support manually choosing which DID to use for outbound SMS. Right now, it only uses the primary DID associated with the RingEX user.
Use Case:
* The customer needs to use a Digital Number assigned to a RingEX user for an outbound SMS messages and not the Primary Numer (which is what it uses today)3 votes -
Real Time Sentiment Alerts
Real Time Sentiment Alerts: Allow supervisors to be proactive with monitoring agents, seeing if a call sentiment is negative and jump in to the call as needed.
This is something Dialpad has and is a competitive edge: https://help.dialpad.com/docs/ai-supervisor-insights#:~:text=Real%2Dtime%20sentiment%20analysis%20uses%20Dialpad%20Ai%20to%20analyze%20customer,how%20customer%20interactions%20are%20going.
3 votes -
RingCX -- Make Dispositions Optional
Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.
3 votes -
Track incoming call from qr code
Track incoming calls to check if they are coming from QR code
3 votes -
Partners super-user access for just accounts assigned to
Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.
3 votes -
Ability to assign more than one web service to an event
Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.
3 votes -
3 votes
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Blind Transfer Option in the Route Node
Ability to make the route node in IVR Studio to be a simple blind transfer. There are situations when transferring to an external IVR where the receiving carrier doesn't signal the platform that the call has been picked up, resulting in the call being pulled back. The workaround is to build queues that are used purely to forward calls, which is time consuming, clumsy, and restrictive if the forwarding number needs to be dynamic.
3 votes -
Recordings Delivery
Recordings Delivery should support digital interaction transcripts for long term retention requirements. It should be implemented the same as Recordings Delivery for Voice.
3 votes -
No option to cancel/undo in Studio Editor Tool
Missing options for the IVR or Script Studio editor to cancel or undo an action. The UI only presents Save & Close when editing an element and Save for the overall Studio tool.
3 votes -
Hosting Agent Script Images on Platform
It would be helpful to be able to upload the file into the RingCX platform like Audio Files. Instead of requiring a URL for the image, the UI can present an option to pick from the list of uploaded images.
3 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 -
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 -
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 -
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 -
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 -
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
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