50 results found
-
RCX - Feature Request - Chat waiting in queue / Agents visibility on waiting chats
Similar to "What's next" in RCCC, agents have difficulty tracking chats in the queue. While we have My Stats to monitor this, when agents navigate to My Stats to check, it deletes all that was previously typed.
3 votes -
RingCX Analytics Time Format
The ability to switch the time format in RingCX Analytics to either a 12-hour or 24-hour clock, depending on user preference.
0 votes -
RingCx Manual Dialling Support for Voicemail and Email Templates In
We are looking for the capabilty where voicemail drops and email templates Support in manual dialing mode in RingCX.
1 vote -
Need option to schedule reports in RingCX Digital Analytics
Currently there is no option to schedule any reports under RingCX Digital Analytics.
Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.
3 votes -
Auto-save voicemails in RingCX Workflows/IVRs
Currently, a voicemail workflow requires callers to input DTMF presses to "save" or "rerecord" a voicemail recording. Instead, only the "rerecord" should be an option, and the system should automatically save the recording without needing additional inputs from the caller. The updated functionality would align with how customers and callers expect a voicemail box to operate - without needing extra steps; this is especially a pain point if follow-up notifications are sent with the recording, but callers hang up before saving, thus never processing anything to forward.
3 votes -
RCX - UX - customize buttons - fonts - position - icon
customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons
10 votes -
Ability to download the Dashboard under the Digital Analytics in RingCX
Currently customers do not have the capability to download the Dashboard on RingCX Digital Analytics.
The customer is requesting to have the ability to download the Dashboard as .xlsx or .csv.
They are using this report to do forecasting so that they will know how many agents they need on a particular day.
2 votes -
SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.
SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.
1 vote -
Ability to block web chat in RingCX
The System Administrator should have the capability to block web chat and be able to determine the IP address of the sender.
2 votes -
1 vote
-
Receive SMS in RingCX
The customer is requesting to have an option to received SMS in RingCX.
1 vote -
Ability to receive SMS in RingCX
The customer is requesting to have an option to send SMS in RingCX.
1 vote -
Process of transferring the call in RingCX.
The customer mentioned that if they are transferring a call to a third party number and it reached a voicemail, there's no option to just stay on call, hung up or transfer the call.
1 vote -
Configurable RingCX Billing Time Zone
Currently, the Ring CX billing time zone feeds over to the Analytics portal, which can cause confusion if the customer wasn't actively engaged when setting the time zone for either billing or analytics. This further adds confusion when assessing data from the platform.
The Analytics time zone can be changed on request but the billing time zone has no way to be updated.
This request is to ensure that billing time zones can be configurable by the customer or upon request by the customer.
2 votes -
VDI Plugin for MAC
Add VDI plugin for MAC users
23 votes -
RCX Co-Browse option to view other browser windows / tabs
Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality
11 votes -
Add "New Messages" Folder to the Zendesk/RCX Widget UI for agents visibility
Agents are primarily utilizing the Zendesk RCX Widget to handle contacts. Currently this widget only provides the "My Inbox" view within UI. Would like to add "New Messages" Folder to the Zendesk UI, as by design SMS Messages that reach max routing time durations are sent to this folder. Since agents are using the Zendesk integration, they are unable to manage these contacts after they have been removed from routing mode unless through the RCX account. In order to streamline operations customer would like to remove the need to work out of both interfaces. Adding this functionality to the Zendesk…
2 votes -
RingCX Analytics Reporting
Allow adding multiple copies/columns of the same attribute on the report. ie Agent Script Field Name
2 votes -
Test Environment for Upcoming Service Updates
We would like to request a feature that allows us to use a test environment or a demo version for upcoming service updates.
1 vote -
RingCX Destination Ovverride Missing
Previously RingCx allowed “Destination Override” for agents in the Admin portal for CX. That is no longer located in the same place as previously. We have been informed by the Product team that this feature has been removed. We made critical use of this feature and would like it to be reinstated.
1 vote
- Don't see your idea?