1180 results found
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Display of phone numbers displayed during callbacks issued from queues
Expose end users to their support phone number (which they just called) during callbacks issued from queues instead of a phone number that is unknown to them and which they will therefore not pick up.
This way, callbacks issued at the end of the queue are more likely to be answered by end users.
1 vote -
Ability to flag and tag calls in real-time for review later
As a supervisor when monitoring a call the ability to tag the call for review. As an agent being able to flag a call for review later.
1 vote -
The limitations of CX Historical Reports only allows one filter to be used instead of filtering per row
The limitations of CX Historical Reports include the inability to apply multiple filters per row, as only a single global filter can be used. Additionally, there is no option to extract custom fields report directly from the agent script.
It would be a significant improvement if these capabilities were enhanced to allow more granular filtering and better access to custom script data.
1 vote -
First Call Resolution report
Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.
1 vote -
Set Recording delivery as MP3
Have an option to Set Recording delivery as .MP3 instead of just .WAV
1 vote -
Bulk edit option for queue events
Ability to bulk edit queue events setting.
1 vote -
ai to mitigate email integration
Customer wants for after the call to select a disposition, and for that disposition to automatically create an email with the AI notes of the call to send to the client. They basically want the AI-generated call summaries automatically inserted into the email body for each disposition following a call interaction. This would enable agents to promptly send these summaries via email to their callers.
1 vote -
Contact List
Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).
1 vote -
Outbound CallerID
Would like the customer to see the dispatcher's outbound caller id, based in the manual setting.
Currently: when driver on hold, still shows driver ID and not the manual setup that dispatch selected as their OBID, so call looks like spam to customer and they don't pick up.1 vote -
Call Recording Retrieval Options
Create a widget in historical Reports to easily pull call recordings for the past few days.
1 vote -
Separate Elapsed Times
Driver calls Dispatch, Dispatch calls customer, Driver hangs up. Need two separate elapsed times: One for driver and one for customer... another phrasing: when dispatcher makes secondary call, WM needs the elapsed time for the call with the driver and the elapsed time for the second call to the customer.
1 vote -
Keypad Pop-Up
Driver calls Dispatch, Dispatcher goes to call customer. Need the keypad to pop up automatically to allow less clicks.
1 vote -
API Update to show Customer's Phone Number
Ability to show the Customer's Phone Number on the dispatcher's screen when the driver calls. Looking for an additional RCX field to pull from the API to show the customer's number.
1 vote -
Exporting Agent Access Information
WM would like adhoc downloadable report with the following columns of data:
First/Last Name
Voice Queue Name
Rank Within Queue
Digital Queue Name1 vote -
Change Text Queue List Visibility
Ability to turn off or on list of text queues for dispatchers.
1 vote -
RingCX Dialer ability to merge old leads to new leads
in RingCX outbound dialer, it would be better to have the ability to merge/combine old lead that was dialed before to the same lead that is being uploaded like 6 weeks ago.
By doing this, the history of the previous lead are visible to the agent that will take the new lead.
1 vote -
dial number
Have the ability to keep the main phone number but change the dial to number. Sometimes a customer wants us to call them on their cell phone but we need to keep the associated phone number with the account.
1 vote -
Hiding Call Queue Extensions in Company Directory CX
Currently today, we are able to hide a queues extension on the EX side but this does not translate over to CX. When searching for a contact, we see all of our queues extensions on the CX side. It would be so helpful if CX behaved like EX in this case where it follows the setting in EX to hide that information.
1 vote -
restrict permission to view digital Interaction.
customize the visibility of the message bar on a per-user basis
1 voteCan you please provide more information?
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Restrict permission to view digital access.
customize the visibility of the message bar on a per-user basis on RingCx
1 vote"customize the visibility of the message bar on a per-user basis on RingCx"
Do you meant restrict access to the search bar? or restrict access to the "All messages" tab completely or something else?
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