1363 results found
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Removing an agent from agent group
Ability to remove an agent from one agent group to without deleting and recreating the agent profile.
2 votes -
Add Queue Time In Interaction Time if the Call Became Abandoned
Please add the queue time in the interaction time for calls that resulted to abandoned.
2 votes -
Working State Timeout
They user WORKING base state for Outbound Dialing, After-Call Work, and other states, and they want to have a notification if an agent exceeds the time they've been in a WORKING state.
So far, only Lunch and Breaks have the timeout.
2 votes -
Hidding Columns in Reports to produc more complex Calculations
When creating Reports and using the "Create Metric" to produce a %age I want to combine M2 and M3 as a Sum then get a %age between the "result" and M1 (see Screen Shot) I dont need the Column to show but I need the column "in" the report so aI can produce the Ratio "M5"
If we are given the ability to hide columns this will mean that customers can produce complex custom reports and Metric's without having to ask for "Custom" metrics be produced by the RC Dev Team or ask for "embebbed" metrics to be an option.
2 votes -
Able to customize the header of the columns | Custom Columns on the RingCX Analytics page
Wanted to be able to customize the names of the columns on the RingCX Analytics page. To be able to edit the names of the columns or allow the customers to be able to change the label of the columns on their RingCX analytics page
2 votes -
Ability to increase hold music repeat time.
Ability to increase hold music repeat time.
2 votes -
RingCX Agent list_The customer want to pull up lists of active agents using the RingCX platform.
The customer is looking for an option to pull up lists of active agents using the RingCX platform.
2 votes -
Call Queue overflow members to have option to update their status
Admins and members of an overflow call queue group should have the option to accept or not accept calls when routed to the overflow queue group
2 votes -
allow administrator to upload profile picture for users
I would like the ability to upload a picture in the user profile so we can standardize pictures being uploaded.
2 votes -
Option for the customer to have RingCX Knowledgable Tools to read logs
Customer wants to know how to read logs so they can process troubleshooting on their end. What we have for now is to have them retrieve the logs and send it to our internal team so they can read it. It would be time efficient if they can also read the logs.
2 votes -
RingCX Speech Recognition default format
RingCX Speech Recognition default format
The customer prefers to use the default RingCX Speech Recognition format rather than manually adding both lowercase and uppercase versions of each 'digit'.2 votes -
Flag leads that are not in regions that Spectrum does not currently service.
This would eliminate calls agents make that will not lead to a sale. Saves time.
2 votes -
Digital interactions handled from "All messages" inbox no longer remain in triage queue.
For many companies, multiple agents work across multiple channels often using "all messages" tab to complete queries inbetween tasks rather than setting as available.
Currently, even when a query has had a response through "all messages" it remains in the queue to be accepted through "my messages". If an agent assigns a conversation to themselves through "all messages" then responds, this should remove it from the queue.
It isn't productive to need to accept conversations through "my messages" which have already been responded to by another member of the team.
2 votes -
better visibility when receiving a phone call
I would like better visibility when receiving a phone call, like have the web browser icon light up or something like that
2 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
2 votes -
Embedded Agent Log Record to CRM
When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.
We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…
2 votes -
Same Number Callback Request Changes
Please add logic and verbiage for when a caller has a pending callback request and calls back into the RingCX voice queues from the same ANI. Today, the process does not detect when there is a pending callback request and offer the caller to resume their spot in line. The call is treated like a second contact, and can be misleading when the queue position is read back to the caller. A second callback is allowed to be scheduled, but is then discards the second callback request once the callback request is completed. Please add the following logic to the…
2 votes -
Reduce Callback Confirmation Pause Time
When a caller requests a callback, they can choose to receive the callback from the originating phone number, or choose to enter a new phone number. When the caller enters a new phone number, there is a long pause before the caller hears any type of confirmation of the number the callback will occur to. This can make callers believe something has gone wrong with the callback request process, causing them to hang up prematurely. This pause should be reduced in length, or better yet, set to be a configurable value.
2 votes -
Answer Call From Queue Agent is Not Enabled For
We would like the ability for agents to answer a call from a queue that the agent or supervisor is currently not enabled to receive calls from. We have two main use cases:
1) Support teams are organized by geographic region of the country. Support teams only have the voice queue enabled for the area of the country they serve (provide support for), but we let support teams view what is happening in other queues for call volume. If the team for Region A is receiving many calls leading to extended wait times, we'd like for agents on team that…
2 votes -
Display Digital SMS ANI in RingCX Analytics Interaction Details
I’d like to submit a feature request for RingCX Analytics.
Currently, when reviewing Interaction Details for Digital SMS interactions, the ANI field displays as "N/A." For better visibility and reporting, it would be highly beneficial if the actual ANI (sending number) were displayed in this field.
This enhancement would help teams more effectively track and analyze SMS interactions, especially when handling multiple Digital SMS numbers.
2 votes
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