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4 results found

  1. RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call

    Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
    And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
    So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.

    3 votes

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    Planned  ·  0 comments  ·  Integrations & APIs  ·  Admin →
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  2. Integrate Salesforce within the RC App

    The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.

    SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.

    20 votes

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  3. Netsuite Integration and AI Assist

    The Netsuite Integration adapter does not allow the ability for Agent Assist. There is no place for you to expand the window to get AI generated suggestions from your knowledge. The only option you have for Agent Assist is to use the browser-based extension.

    1 vote

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  4. View Waiting Contact Info In Embedded Agent

    The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.

    1 vote

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