1590 results found
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Restrict Tags based on selected Disposition
Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.
1 vote -
Improvements to Messaging visual library configuration
For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this
The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience
1 vote -
RingCX Callback Option uses Disposition Notes
It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else
4 votes -
Allow Agents to Pesent a Withheld Number
Allow CX agents to have the option to present a withheld number on outbound calls.
1 vote -
AI-based automated translation tool in RingCX digital channels
Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.
8 votes -
outbound dialer
When using RingCX Outbound dialer. The customer wanted to have an option to set the number of leads that will distribute to the user. Example 10 leads per user.
2 votes -
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 -
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 -
Ready PENDING-ERR leads
When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.
9 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 -
Track incoming call from qr code
Track incoming calls to check if they are coming from QR code
3 votes -
Auto text leads in CRM from the same area code they are using
Auto text leads that enter our crm from the same area code they are using. It's local presence but for sms messages.
2 votes -
Timezone option for Engage Voice Historical Reports
In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports
8 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.
5 votes -
Capturing and Archiving RingCX Voice Mail in RingSense for RingCX
Currently RingSense for RingCX associates call recording to agents involved in the interaction.
To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…6 votes -
Manual Outbound SMS
Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.
5 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
2 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 -
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.
3 votes
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