69 results found
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RingCX Multi Channel Interaction Console “Live Interaction Management”
RingCX Multi Channel Interaction Console “Live Interaction Management”
It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.
18 votes -
CNAM for RingCX Parallel Dialing
Current Behavior: When configuring Parallel dialing to display the DNIS as "Outbound Caller ID," the CNAM associated with the specific DNIS number does not appear on the receiving RingEX User's phone. Instead, the RingEX mailbox CNAM is displayed.
Desired Improvement: It would be beneficial if the actual CNAM of the DNIS number were shown on the receiving RingEX User's phone.
3 votes -
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 -
Reputation Management Integration
Add an on platform phone number reputation management tool or add an integration that allows for this capability
3 votes -
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 -
Feature Request: Agent Search Leads by Campaign in RingCX Problem:
Feature Request: Agent Search Leads by Campaign in RingCX
Problem:Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.
Proposed Solution:
Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.
Benefits:
Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.
Enhanced Lead Management: Campaigns can be better organized and tracked, leading…
4 votes -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.8 votes -
arrange disposition alphabetically in RingCX
It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.
2 votes -
RingCX Chrome App
The convenience of an installable RingCX Chrome web App would be great so it stays separate from the browser and does not get accidentally closed or lost by a user working with multiple tabs open.
4 votes -
Send messages to multiple recipients using RingCX application
Send messages to multiple recipients using the RingCX application.
The customer wanted to send messages to a group of recipients using the RingCX application.1 vote -
RingCX External Alert for agent status (i.e. exceeded lunch break)
External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI5 votes -
RingCX Enhanced SLA configuration
Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.
Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.
Enhancement would be to add the SLA % setting in each Call Queue
3 votes -
RCV video link in RCX Customer Card
When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
This could either be in form of a summary or posting the link to the RCV recording.
Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.3 votes -
RingCX Callback Option uses Disposition Notes
It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else
4 votes -
Take snapshot of realtime dashboard and export it
When viewing a real-time dashboard in RingCX, the viewer should be able to take a snapshot of the dashboards current state and export it for reporting on real-time activity.
1 vote -
RingCX -- Make Dispositions Optional
Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.
4 votes -
Call Recording Access from UI
Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.
6 votes -
Allow dispositions for messages engaged from an Inbox folder
There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.
3 votes -
Remove DTMF feature for Voice dispositions
There's a field in Voice dispositions called DTMF which hasn't worked in Engage Voice for a long time and is not used by customers. This should be removed from the UI.
2 votes -
Customer Information as an icon
The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.
4 votes
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