106 results found
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Engage Voice - Outbound EV calls should not be interrupted by inbound MVP calls to the agent
Customer would like option to not allow inbound MVP calls to EV agents if they are on a call already
1 vote -
Engage Voice - Add option for agents to return to an afterwork state automatically when disconnecting an outbound call
Currently when EV agents make an outbound call and disconnect, they are returned to the agent state from before the outbound call. Customer would like an option to default to an aftercall state rather than having to manually set the state after dialing.
1 vote -
Including Maintenance and Updates in this portal
You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.
1 vote -
Position in Queue Announcement
In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.
52 votes -
Allow customers to populate a custom CLID for internal calls
Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.
2 votes -
Tiered Dispositions
Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.16 votes -
WhatsApp Outbound API
Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).
15 votesRingCX has an API that facilitates this
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Add avatar support at the agent level
Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.
3 votes -
Pre-Built Admin Roles
It would be helpful to have several pre-built roles for customers to choose from. Examples could be:
1) Full Access - Super admin for the account (this one's already there).
2) Agent Admin - Access to view and change all agent settings, as well as analytics.
3) Reporting Admin - Access to analytics only. No access to view or change anything in the admin section.4 votes -
Ability to create custom fields by source
This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
A few additional points:
- Only relevant fields for the current customer are shown on a conversation
- Data is segmented across a BPO's customers2 votes -
Better Text to Speech Functionality
Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.
4 votes -
Holiday Handling in IVR
This process should be handled in the DATE TIME node, as opposed to using Javascript.
5 votes -
Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
14 votes -
Star key DTMF Processing
The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.
4 votes -
3 votes
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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.
3 votes -
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 -
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 -
2 votes
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