1258 results found
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quality assurance form
It will be helpful if there is a way for us to build the Quality Form within RingCX so that the customer can just populate the form while they are auditing calls.
1 vote -
Missed Message Alert Customization
Currently in RingCX, when agents miss accepting a new message, they receive a pop up that says "A pending message timed out before you were able to accept. You will not be presented new messages unless you confirm that you can take them." There are two options that the agent can select from, either "No new messages" or "Accept new messages". We understand why that pop-up and options are necessary but it would be nice if there were some customizable options for this feature. It may be helpful to remove that message entirely because if an agent is actively looking…
1 vote -
RCX - Admin ability to share the dashboard to Supervisor only
Admin ability to share the dashboard with the Supervisor only without admin access
1 vote -
Call back operation hours - preventing next working day call backs
Call back works in line with the standard operating hours resulting in people not getting a call back until the following day or after the weekend. This results in a poor experience as they aren't provided any update that the call back has been pushed to the next working day.
I suggest that we have operating hours for the Call Back service allowing us to stop it 30 minutes before the close of play to save disappointment and leave our customers underwhelmed.
1 vote -
Improve user experience by making the Corporate Directory a type field without a partial list
At the moment, when the agent tries to transfer to a REX extension, they see a type field along with a list of 10 users, ordered alphabetically. The natural response of the user is to try to scroll down the list but it is a static list of 10 REX users and does not scroll. This behaviour can be seem as an error and is inconsistent with the Corporate Directory elsewhere.
Feature request: Remove the partial list of users displayed, Add a help text descriptor to the text field asking then to start typing the name of the user they…
1 vote -
RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.
1 vote -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
1 vote -
RCX Priority Q Event, Transfer Call to REX BTN+EXT
Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.
This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.
It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets…
1 vote -
Add pickup groups or ability for a fall back group in RingCX
Allow something similar to the pickup groups from EX. We want the ability for supervisors to pickup when all agents are busy with other calls and be able to see calls in queue to pick them up. Our use case is to set a call queue event based on a time during the day where calls can overflow if all agents are busy so supervisors can step in.
1 vote -
RingCx for Hubspot - ability to customize data mapping for the call log fields
Have the ability to customize the data mapping within Hubspot call log fields.
1 vote -
RingCX integration with Hubspot - include agent name in the call log
With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.
1 vote -
RingCX SFDC Embeded Integration - Allow to relate calls in an order object in salesforce
Currently, call logs in RingCX unable to relate to Order in SFDC
steps:
1. When clicking the "relate to" in rcx softphone.
2. search an order and hit enter. No results foundIt would be nice to have this feature be added specially for companies that uses Orders in the salesforce.
1 vote -
Status change
When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
Also let us change status easier rather than having to due it during a call.1 vote -
Update the "hangup" pop-up window during a conference when a participant leaves in Agent RCX
On RCX agent, when we have a conference then the agent decide to terminate a participant, he presses the "hang up" button that opens a pop-up window to choose which participant to end.
Thing is that if the agent presses the hang up button, then one participant manually leave the conference, the pop-up window doesn't update the participants present, then if the agent choose the user that left the conference the press "hang up", the whole call will be terminated.
We need that pop-up window to be updated when a participant leaves the conference.
1 vote -
RingCX Agent Platform Hotkey Compatibility
Allow for Agents to interact with RingCX calls with hotkeys.
1 vote -
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
1 vote -
Add a customer care link for reporting incidents
add a link in the service status- core services- reporting Incident status updates . where is says please reach out to customer care. (a link here would be helpful).
1 vote -
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
The customer needs a comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
1 vote -
1 vote
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Global Variables or Switch statements that can be called by script objects across multiple call flows.
Currently migrating from the Puzzel Contact Centre to RingCentral. Puzzel provides global values where you can add multiple choices (e.g. a switch statement). You can add these switches to any call flow and apply logic and flow routes based on the current value of the switch item. We use these for multiple scenarios, major incidents affecting operational centres, monitoring centres. If a switch is set to 'incident' scenario, several call flows have different logic and will allow for longer wait times, different escalation routes, or routes to different queues or 'on call' technicians. We also have regional and divisional switches…
1 vote
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