274 results found
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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 -
Retain Role In RingCX When Modiying Role In RingSense
Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.
Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.
1 vote -
RingCX Analytics Report
The customer wanted to add widgets that show the Tola number of calls in the queue/ Total hold time using the RingCX Analytics Dashboard.
2 votes -
Agent Interface "Search" Button for Contextual Searches of System Data
Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.
Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.
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.
3 votes -
Multiple phone numbers field for RingCX lead list
Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."
6 votes -
Ability to Delete Channel
Within RCX portal, there is no way to delete a channel once created.
3 votes -
QM Report - Near End Disconnect with Sentiment Dashboard
Goal is to be able to tell which Party Hangs Up with Sentiment and Trend Analysis. Contact Center Managers eagerly look for tools to determine if their agents or optimally the end user hangs up on the call. Then, using AI, to infuse the disconnects with Sentiment Analysis showing comparison to early disconnects and negative sentiment along with trend over the timeline requested i.e. today, 7,30,90 days. NOTE: each element in the report should be able to drill down to the data. If the agents negative calls are clicked user is taken to those negative calls for review.
3 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 -
RingCX "Monitor Only" Permission for new agent shadowing
New Role/Permission to allow "Monitor Only," removing Coach and Barge. This is needed for new hires to shadow seasoned agents. Listening to live calls without being able to impact the active agent.
4 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 -
No Roles showing on Main Account Role page
Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".
6 votes -
RingCentral engage voice analytics
Wanted to have an option in analytics historical report to select or filter the report with campaign.
1 vote -
Realtime Dashboard>Today's Calls to become Today's Interactions
Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.
2 votes -
In Realtime Digital Dashboard, have the ability to Monitor/Coach/Barge in
When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge
3 votes -
1 vote
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Allow editing of Messaging Visual Library to change associated Channel
Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel
3 votes -
Provide a way to copy Messaging Visual Library item
There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.
3 votes -
Manual Dial Queue Selection
Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.
Currently agents can make manual call even though they are not selecting a voice queue group
1 vote -
2 votes
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