37 results found
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API integrations with Zapier and Zoho
Add API integrations with Zapier and Zoho, this will allow easier/simpler api management for small to medium buisnesses
2 votes -
Allow Queue Transfers to Queues Outside of Current Queue Group
Currently, if an agent receives a misrouted call they can only transfers to queues that are in the same queue group. Using queue groups are very helpful with identifying areas of the business but there should be a setting which permits transfers to other groups. In our use cases we have hundreds of skills that we want to separate into groups however we occasionally have to transfer to them.
1 vote -
Manual Outbound Only Queues
When only using manual outbound you must select what queue to dial out of, if you are part of many inbound queues you can dial through those but it can be tedious to scroll through and find the correct one. Create manual outbound-only queues that could be selected and outpulse the correct ANI. This will be quicker for agents, the queues could even be identified as manual outbound only.
1 vote -
Route specific caller to agent in RingCX
The customer would like to route a specific caller to a supervisor regardless of the options selected when calling our Main IVR. For example, each time they received an incoming call from a specific number, it should be routed to a specific agent or extension.
1 vote -
RingCX AHT Custom Formula
Currently AHT is computed using the formula:
AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)
Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.
Since agents are still working on an interaction while on away state, this should be included in the AHT computation.
If possible we can create a custom report / formula.
6 votes -
Interaction Volume Trending in Historical Reports
A Historical Report that would show interaction volume by hour throughout the day in RingCX. This report would assist in understanding staffing levels throughout the day, and determining best times for lunch periods, breaks, meetings, etc.
1 vote -
Request for Digital Interaction Transcripts
There are no Digital Interaction Transcripts in the product.
8 votes -
RingCx Reporting Including Data from Agent Script Custom Field
RingCx agents should be able to capture the report for their call disposition including the custom field added in the agent script
5 votes -
2 votes
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Ability to Mix & Match Licenses for CRMs (Event-based API Triggers)
Would like to have the ability to have 100 RingCX users with 50 users who are linked to Salesforce and 50 that are linked to ZenDesk.
1 vote -
Remove Number Assignment field when creating Digital Queues
There is an option for Number Assignment for Digital Queues which is not clear, as a phone number would not apply to a Digital Queue. If this is only for SMS queues, there should be some indication in the UI for its use.
2 votes -
admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 votes -
Have an Engage Voice Community
You seem to promote this product, but all the users in the community are single users and NOT engage Voice Customers. It would be nice to allow Engage Voice Customers to be able to communicate with each other to discuss issues and solutions.
1 vote -
Robo Dialer for live transfers
you put out a message and if interested that can be a live lead. how amazing would that be?
1 vote -
Agent State Change Raw Report
Is it possible to show in the Agent State Change Raw Report when the agent is completed with the call and stays in the Pending Dis status? It would help our agents to know how long they are in this status after every call.
1 vote -
Concurrent Pricing as main pricing model for EV
Engage Voice was, as Connect First, built around the concurrent pricing model. We have no adequate billing method or application mechanism to properly follow, or prorate the named agent model. It is my belief that we are doing named agents pricing model because this is what we do with the RCCC. I also believe we do this with RCCC because it is a competitive advantage for NiC to be able to sell concurrent licenses when competing RCCC against direct NiC. I think lowering the concurrent price to something more appropriate, leading with an agent minimum with concurrent agent pricing ('high…
6 votes -
RingCentral CXSE team Zendesk account.
CXSE team should have a dedicated Zendesk environment where we then can build integrations with it for showcasing the functionality within IVR and agent scripting studios.
5 votes
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