1613 results found
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Option to make Transitioned Leads COMPLETE once dispositioned without Requeue = Yes
Add the ability to set leads that are transitioned to another campaign as a Copy complete so they are not dialed again from the original campaign. Currently, the transition disposition needs to be set to Requeue = Yes in order for the lead to be eligible for dialing in the new campaign, which makes the original lead Requeue as well. With Requeue = No on transition, the copy lead will not be made ready to dial immediately in the new campaign.
4 votes -
CNAME identifier when transfer call from EV to RC Office
We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the…
4 votes -
Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice
Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.
4 votes -
wanted to have options for the transfer the call for the 2 participant that she merged call
wanted to have options for the transfer the call for the 2 participant that she merged call
4 votes -
Option to encrypt call recording on delivery
Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
4 votes -
EV reporting add Disconnect to the Disposition list
On the Engage Voice platform in reporting deflected means an incoming call that was disconnected by the system before reaching an agent. This could be because the call was redirected by an IVR, DTMF event, or because a queue event was configured to terminate the call. Or in simpler terms is that it catches all which indicates there was a problem. If a caller got connected to an agent but the caller hung up fast it shows as deflected, but it should say caller disconnected. There should be a difference deflected and disconnected by the caller if the call did…
4 votes -
Allow for export of all raw data to Microsoft BI
This should not be overly complicated, we should be able to pull all the different tables from Engage Voice to create our own reports and analyze the data through Microsoft BI. This would make a tremendous boost to every client of yours ability to analyze data.
4 votes -
Dialable leads, populate only what is available to be called.
Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excluded that day.
4 votes -
Lead search: Add the ability to exclude a state when searching
We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
4 votes -
Ability to prioritize agents assigned to a Category
Similar to how you can control the "proficiency" setting within an ACD skill on the inContact Contact Center product today we would like to be able to control which agents assigned to a Category on Engage Digital are preferred to be routed to first if available based on a priority\proficiency ranking with available time breaking a tie between two agents with the same setting. We often have a setup of 1 or 2 main agents for an account with other backup agents assigned to the same Category to cover when the main agents are unavailable and there is no way…
4 votes -
Scheduled reports to be viewed in PDF Format
We would like the option to receive and view scheduled reports in PDF format instead of Excel or CSV.
3 votes -
AI / Call Notes / Notifications
Please add a setting under Settings > AI that allows users to toggle AI Call Notes and notifications specifically for inbound calls, outbound calls, or both, so high-volume outgoing callers aren't flooded with unwanted summaries and pop-ups.
3 votes -
Feature Request : Dynamic Messaging / Idle Chat Prompts for Live Chat (Synchronous) Channels
Feature Request
We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.
Business Requirement
In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.Currently, the absence of an…
3 votes -
Remove or disable the Callbacks and Scripts tabs using the SPOG Application
Remove or disable the Callbacks and Scripts tabs using the SPOG Application
3 votes -
Require Notes for Disposition Needed for Digital Queues
In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:
Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition
Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.
However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.
The customer would like to have the same functionality available for Digital…
3 votes -
Queue-Level AI Announcement Language Configuration
Feature Request / Enhancement
Title: Queue-Level AI Announcement Language Configuration
Current Behavior
The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.
For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.
Requested Enhancement
Introduce the ability to configure the AI announcement language at the queue level.
Administrators should be able to:
Select a preferred AI announcement language for each individual queue.
Use different AI languages across queues within the same account.
Retain the current account-level…3 votes -
RingCX SPOG : Dropdown for Phonebook and save recent/starred records during transfer
On the legacy interface, having dedicated transfer types (Phonebook, Destination, Internal) allowed agents to quickly target specific routes via dropdowns. On SPOG, needing to type and search for every single contact or number adds extra clicks and friction during active call handling.
Having features like Starred / Favorite contacts or Recently Transferred records automatically display upon clicking Transfer in SPOG would significantly streamline the transfer process for queue agents.
3 votes -
Auto add new queues in the recording delivery
Ability for Recording Deliveries to automate the inclusion of new queues and add them to the delivery.
3 votes -
export email
Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.
We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful…
3 votes -
Ability to enable presence sync for call queues/groups vs individual users
Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.
Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.
3 votes
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