484 results found
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Ability for Agents to change their own signature
In RingCX, provide the ability for an agent to manage their own Email signature as well as the ability to add links and images in the email signature to really make it customization and professional
3 votes -
agents seeing how many waiting in queue
Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs
3 votes -
RCX Analytics Queue Service Level Rate includes Abandon (Long) and Inbound Deflected calls
Currently, the Queue Service Level Rate computation is (SLA Passed,0)/SLA Qualified. Requesting to have a Queue Service Level Rate Metric that will include Abandon (Long) and Inbound Deflected calls.
3 votes -
Logs that will show why the agents were logged out from the RingCX portal
The customer would like to have logs that will show why the agents were logged out from the RingCX portal.
3 votes -
The customer wanted to transfer a RingCX call on a deskphone using the transfer button
The customer wanted to transfer a RingCX call on a deskphone using the transfer button
3 votes -
New feature: Include microphone system settings Agent console.
Although Google Chrome includes some settings for peripherals, it would be ideal to have adjustable microphone input settings. Especially a sliding control for microphone input volume.
3 votes -
In Que Callbacks are treated as inbound calls, use inbound agent whisper and inbound agent script
There should be the option to have a different script for a callback (where the caller chose not to hold but to receive a callback). Similarly, you should have the option to use a different agent whisper for these as well, as they are not truly "inbound calls".
3 votes -
Feature Request: Manageability of Grayed-Out Fields in RingSense Integrations with Salesforce
Request Summary:
Customer has raised a concern regarding certain fields in the RingSense integration with Salesforce, specifically the isClosed field on the Opportunity object. They would like the ability to uncheck this field, as it is currently preventing the system from correctly relating tasks to open, active opportunities.Customer Query:
The customer is testing RingSense with Salesforce and has noticed that some boxes, such as the isClosed field, are grayed out or cannot be unchecked. They are wondering whether this is a limitation due to their test license or if this behavior is the default for all users. The isClosed…3 votes -
outbound caller ID for 911 calls handled
The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.
3 votes -
Complete Call Handling Through Physical RC Phone
Here at the City of Bend, some Contact Center team members use their Desk Phones to handle calls, transfers, putting on hold, etc. On RCX, you can "Login with RC Phone" option Logging into RCX, but the receptionists must handle the call through the HTML RCX Interface. We assumed this would allow receptionists to completely handle calls through the physical RC Phone, however, we are being told this does not work at this time. We would like to handle the entire call control from the physical desk phone.
3 votes -
sale dropdown option
in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)
3 votes -
Ability to Export/Import on the email template, or a restore point.
The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.
3 votes -
Add historical call volume by day to the dashboard. Filter by any timeframe for any team.
Add historical call volume by day to the dashboard. Filter by any time frame for any team.
3 votes -
Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report
We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422
3 votes -
Improve Readability of Call Transcripts in RingCX
The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.
2 votes -
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 -
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 -
Ask first transfer creates a blind conference. Does not behave as expected.
When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.
Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.
2 votes -
Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.
Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.
Requested Enhancement: Upgrade RingCX Phonebook…
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
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