1659 results found
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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 -
RingCX needs the ability to select which DID to use for outbound SMS.
The RingCX platform needs to support manually choosing which DID to use for outbound SMS. Right now, it only uses the primary DID associated with the RingEX user.
Use Case:
* The customer needs to use a Digital Number assigned to a RingEX user for an outbound SMS messages and not the Primary Numer (which is what it uses today)3 votes -
RingCX -- Make Dispositions Optional
Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.
4 votes -
Engage Digital - Create WFM IEX feed to take into account time spent working in ED
We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.
2 votesPlanned ·
AdminChris DeLeon
(Director, Customer Experience Solutions Engineer, RingCentral)
responded
WFM APIs are available on RingCX for Voice. Digital WFM APIs are planned to be implemented
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API availability for SMS and Email outbound
Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.
Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.
Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.
2 votes -
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
2 votes -
Add Email template Tags for Customer Name, and notes to be automatically included in email templates
When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.
It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.
2 votes -
To see the Subject line for new emails
To see the Subject line for new emails when they pop up.
4 votesWhy is this important?
Potentially this can lead agents on picking and choosing what they accept or not based on the title
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Analytics
I wanted to have an option to filter the skills/queue in analytics in RingCX.
2 votes -
RingSense Feedback option
As a participant of a meeting, I am unable to request feedback. It's important that a non-host be able to request feedback on how they handled a specific situation within an interaction. Allow anyone internal to the call to be able to request feedback.
4 votes -
Ability to prioritize agents assigned to a Category
Similar to how you can control the "proficiency" setting within an ACD skill on the inContact Contact Center product today we would like to be able to control which agents assigned to a Category on Engage Digital are preferred to be routed to first if available based on a priority\proficiency ranking with available time breaking a tie between two agents with the same setting. We often have a setup of 1 or 2 main agents for an account with other backup agents assigned to the same Category to cover when the main agents are unavailable and there is no way…
4 votes -
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
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