1077 results found
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inactivate worklfow
Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.
Customer is seeking the ability to deactivate workflows/IVRs themselves.
1 vote -
Inbox export and bulk upload of keywords in Intent
We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.
Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.
Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…
1 vote -
arrange disposition alphabetically in RingCX
It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.
1 vote -
CC - NETWORK ASSESSMENT Test Portal
Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
Talkdesk example. - https://networktest.talkdesk.com/?lang=en1 vote -
Include Digital Teams in RingCX
Include Teams in RingCX Digital side as it is only available for Voice only.
We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.
1 vote -
Bulk Change Errors
When making a bulk change in RCX, error messages pop up stating the change couldn't be completed. After testing and verifying the change is completed and this error only pops up if there is an inactive user associated with it, update the error message to be more specific to what isn't being completed.
1 vote -
RingCX Digital internaction - Inbox mode - Tag or mention internal users
RingCX Digital internaction - Inbox mode - Tag or mention internal users
(Similar to Front's feature) -
-Shared inbox/folder.
-All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
-Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users4 votes -
SKU to bill recording storage per minute (usage)
Offer recording storage based on minutes bundle instead of prices per agent for all agents.
Additional improvment on Recording and storage policies would be a plus too.
- percentage of recorded call per skill/queue
- storage time based on skill/queue/disposition/customer type4 votes -
Integración con Hubspot
Integrar Contact Center con Hubspot
1 vote -
Additional Customer Data In Web Chat Summary
Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.
2 votes -
combine Analytics page with Agent page- Less screens
Combine Analytics page with Agent page- Less screens
1 vote -
Engage Voice Call Recording
Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.
6 votes -
International minutes bundle for CX
It would be helpful to have an international minutes bundle for RingCX.
5 votes -
Ability to see all call queue extension using RingCX application
Ability to see all call queue extensions using the RingCX application.
The customer would like to see all the RCMVP call queue extensions on their RingCx application5 votes -
Warm Transfer Improvement
Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.
3 votes -
2 votes
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RingCX Enhanced SLA configuration
Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.
Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.
Enhancement would be to add the SLA % setting in each Call Queue
3 votes -
leads
when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...
1 vote -
Allow Manual calls only for internal calls
To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external
4 votes -
RCV video link in RCX Customer Card
When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
This could either be in form of a summary or posting the link to the RCV recording.
Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.3 votes
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