271 results found
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Ability to export IVR from Studio
Need the ability to export IVR Studio so they can be shared and imported.
41 votes -
RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)
Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.
9 votes -
Expanded Queue Priority Levels
I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.
This is essential to customers who provide 3rd party support to a large client base…
2 votes -
Configure "Total" column in RT inbound dashboard to sum-up unique avail agents only
Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.
The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.
The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.
…
1 vote -
Display CX and EX Presence Concurrently in the Corporate Directory
In the corporate directory, display RingCX presence for agents and RingEX presence for non-agents side by side.
1 vote -
receive 2 calls
Customer is looking for an option to receive multiple calls at the same time in the RingCX platform
13 votesThank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?
For instance:
- Are you looking for agents to handle multiple calls simultaneously?
- If so, could you elaborate on why this is needed and how it aligns with your workflow?
- Are there particular use cases or challenges you’re trying to address with this feature?
Your input will help us gain clarity and ensure that we can address your requirements effectively.
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Robust Wallboard Functionality
Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.
RingCX Wallboard is required to have the below features added:
Images (i.e. Brand Logo)
Scrolling / Static Text Boxes (Manual Announcements / Information updated)
Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)
Calculated Statistic Values (Example: Presented – Deflected)
Coloured/Alerting Boxes based on Statistics (Number or Text)
2 votes -
RingCX within India
RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.
15 votes -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
2 votes -
Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics
Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics
Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.
Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other…
6 votes -
RingCX Global Secondary Nodes
While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.
Some requirements bubble up like multiple languages operating in the same system
And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.Those and more need to be addresses down the road, laying…
19 votes -
RCX - ability to unhold manually the call when requeue/transfer is cancelled
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.
the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .
10 votes -
Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio
Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.
Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.
18 votes -
Agent script disposition element variable support
Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values
2 votes -
RingCX Digital interactions routing out of order
Digital interactions are routing out of date order.
Actual behavior
Older interactions will remain pending while newer interactions are routed, despite being from the same channel and digital queue.
Expected behavior
If interactions come in from the same channel and into the same digital queue and have the same priority, the expectation is that they would be routed in the order they are received.
2 votes -
Native Integrated Virtual Agent (digital & voice)
Intuitive and self service IVA setup
8 votes -
RingCX Alerts Enhanced Functionality
The current RingCX Admin Alerts would be even more powerful if they had the following enhancements
*Condition to trigger once per occurrence or condition to trigger until event goes below level ____
**In the Alert programming offering easy selection to add ANI detail for an abandoned call
***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction
These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.
7 votes -
Option to choose the caller ID Name when making an outbound call using RingCX
The customer would like a solution wherein they have the option to choose the caller ID Name when making an outbound call using RingCX. As per default, the only caller ID that appears is the phone number which cannot be modified by a specific name.
3 votes -
sort supervisor view by team
When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.
5 votes -
AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.
Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…
26 votes
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