1264 results found
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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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Pre-Built Admin Roles
It would be helpful to have several pre-built roles for customers to choose from. Examples could be:
1) Full Access - Super admin for the account (this one's already there).
2) Agent Admin - Access to view and change all agent settings, as well as analytics.
3) Reporting Admin - Access to analytics only. No access to view or change anything in the admin section.3 votes -
Centralized Dispositions
The request is to create centralized disposition management, as opposed to having to recreate the dispositions every time a queue/campaign is created.
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 -
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 -
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 -
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 -
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 -
Allow dispositions for messages engaged from an Inbox folder
There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.
3 votes -
Allow editing of Messaging Visual Library to change associated Channel
Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel
3 votes -
Provide a way to copy Messaging Visual Library item
There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.
3 votes -
Customer Information as an icon
The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.
3 votes
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