30 results found
-
Add Ringtones when Requeuing in SPOG/RCX for RC App
In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".
10 votes -
Dequeue setting per queue
Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)48 votes -
WCAG (Web Content Accessibility Guidelines)
WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.
39 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 -
ringcx reporting
The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.
• When a call goes to voicemail, it doesn't show up on the analytics report.
• When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and…
5 votes -
Native Integrated Virtual Agent (digital & voice)
Intuitive and self service IVA setup
8 votes -
Ability to do Screen Recording / Standalone Screen Recording
Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.
14 votes -
Ability to export Agent Script from Studio
Need the ability to export Agent Script from Studio so they can be shared and imported.
27 votes -
Skills Based Routing in RingCX Analytics
Customers who are leveraging skills based routing would want to be able to report on that within the RingCX Analytics Historical Reporting, to report on how calls are being distributed.
2 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 -
Ability to set holidays without JavaScript
There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.
4 votes -
2 votes
-
Ability to switch language for Text to Speech
It would be helpful to have the ability to switch language for Text to Speech so users make their own recordings to support multilingual IVRs.
3 votes -
No option to cancel/undo in Studio Editor Tool
Missing options for the IVR or Script Studio editor to cancel or undo an action. The UI only presents Save & Close when editing an element and Save for the overall Studio tool.
3 votes -
2 votes
-
Ability to import/export configurations during implementation
This would enable our PS team to much more seamlessly implement RingCX so as to increase margin for implementations
2 votes -
Add Setting to the "End Message" Queue Event to Send Email Notification
Add a setting to the "End Message" queue event in Digital that will send an email. This would be helpful for management in the case of a Digital contact not being answered and the time expiring, specifically for customers that only have one Digital queue.
2 votes -
Blind Transfer Option in the Route Node
Ability to make the route node in IVR Studio to be a simple blind transfer. There are situations when transferring to an external IVR where the receiving carrier doesn't signal the platform that the call has been picked up, resulting in the call being pulled back. The workaround is to build queues that are used purely to forward calls, which is time consuming, clumsy, and restrictive if the forwarding number needs to be dynamic.
3 votes -
Centralized Dispositions
The request is to create centralized disposition management, as opposed to having to recreate the dispositions every time a queue/campaign is created.
2 votes -
Agent Permissions Templates
Allow for the creation of templates for agent permissions. This will increase efficiency when creating new agents and make it simpler to manage permissions for large groups of agents from a central location.
2 votes
- Don't see your idea?