29 results found
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2 votes
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RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes -
Hourly Outbound Overview Report
Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.
3 votes -
3rd Party Connector for Non-Native Messaging Channels and High Volume SMS (International)
Specific improvements in terms of 3rd party messaging channels:
WeChat support
LINE support
Telegram Support
High Volume SMS API for international customersInternational customers have requested a few 3rd party channels (listed above) not natively supported on RingCX. The request is to use a 3rd party service for a connector.
5 votes -
IVR Detail Report Changes
When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.
2 votes -
Manual Exports and Automated exports to support shorter intervals by default
This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.
4 votes -
2 votes
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Support agent availability for Live Agent handover
The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.3 votes -
Upgrade LumenVox ASR
The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.
2 votes
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