1258 results found
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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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Automated way to move a campaign from one dialgroup to another once all leads were completed
It would be better to have an automatic way to move a campaign from one dialgroup to another once all leads were completed so that it can make admin task much easier.
1 vote -
COUNTING REQUED CALLS IN TOTAL
Include ALL incoming calls to be counted in "presented" call total regardless of if they were transferred or sent as a reque. This will allow us to see all calls answered.
1 vote -
Apply no agents behavior if a caller is in a queue waiting and all agents sign out (end of day is best use case)
Apply no agents behavior if a caller is in a queue waiting and all agents sign out (end of day is best use case)
1 vote -
Request for Faster DID Delivery in RingCX
We'd like to request a setting within RingCX to significantly reduce the time it takes for a DID (Direct Inward Dialing) to be delivered to available agents. Currently, the delivery time is between 1-2 minutes, which is causing us to miss a substantial number of outbound lead dialing opportunities.
Optimally, we'd like to be able to configure this delivery time to 3 to 5 seconds. This improvement would allow our agents to dial out to leads much more quickly, dramatically increasing our lead conversion rates and overall operational efficiency.
1 vote -
RingCX SPOG - Display Corporate Directory Matches When Typing on RCX App Keypad
Enhance the RingCX (RingCentral SPOG) app keypad functionality to display matching entries from the corporate directory as users type an extension or phone number.
Current Behavior:
When users enter digits via the SPOG app keypad when transferring calls to EX extensions, no directory search results are displayed.Expected Behavior:
While using the keypad in the RCX app, as users type an extension number, the app should display relevant matches from the corporate directory. This improves usability by confirming the target contact before initiating or transferring a call from RingCX to EX.Justification:
Enhances user experience by making it easier to…
1 vote -
Report to distinguish if digital interactions were assisted via inbox or queue mode.
We are currently utilizing inbox and queue for handling digital interactions.
It would be better if we have a report to distinguish if how was the interaction was handled. is it via the queue or via the inbox mode since currently its difficult for us to track those interactions.
1 vote -
RingCX Progressive/ Preview dialer
To use the progressive/preview dialer, which we want to be able to do, you must upload a list to RingCentral. This means that RingCentral and Salesforce are only syncing one way (Call log activity through RingCentral to Salesforce)
1 vote -
Customize the order of the lead details in Ringcx
Currently when a lead detail was shown to the agent. They have to scroll down at the very bottom making it difficult in finding important lead information right away.
It would be better if we have a feature where we can customize which lead detail will be shown at the very top so that the agent's wont have difficulty finding certain information specially if there are a lot of lead details being shown to agents.
1 vote -
Configure "Total" column in RT inbound dashboard to sum-up unique avail agents only
Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.
The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.
The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.
…
1 vote
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