756 results found
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RingCX AHT Custom Formula
Currently AHT is computed using the formula:
AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)
Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.
Since agents are still working on an interaction while on away state, this should be included in the AHT computation.
If possible we can create a custom report / formula.
5 votes -
Limited Extensions should be available on InContact/MAX Company Directory
Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.
This will allow us to Transfer call from one Department to Another.
6 votes -
RingCX/RCO-MVP Enable Telephony Service (TAS Enable) with CC Exception
Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
• Caller ID Name (CNAM) is stripped off and not delivered to CC
• Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
• With TAS Bypass enabled Agents are not able to use RingSense for Phone and or…6 votes -
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 -
CC - prebuilt report - ability to resize columns
several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.
14 votes -
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 -
Set Cold Transfer as Default
Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.
6 votes -
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have th
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:
Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.
Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.
Any other pertinent information to be included (i.e. number of incoming caller, etc.)
3 votes -
Include Name & Number in Caller ID
Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.
9 votes -
Direct agent routing / prefered agent
We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.
Use case : account manager would be the prefered agent based on the customer who call.
At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature…2 votes -
Automatically change the status to Wrap during wrap-up time in RingCX.
This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.
7 votes -
International minutes bundle for CX
It would be helpful to have an international minutes bundle for RingCX.
4 votes -
Admin Portal: "Automatic" or "Manual" desktop app update push for new releases
Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.
Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.
Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.
We have a monthly…
3 votes -
Increase the size of the reply box for an email
The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.
10 votes -
Pulse for RingCX & RingSense for RingCX "Word Alert"
Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available
8 votes -
Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.
We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.
2 votes -
Feature Request: Continuous Call Monitoring
Feature Request: Continuous Call Monitoring
Description:
Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.
Key Components:
Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.
Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…
4 votes -
Integration with Jack Henry Symitar
Goal is to be able to integrate with Jack Henry Symitar to help Financial Services customers better utilize RingCX.
2 votes -
Reverse Shadow function
In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this
3 votes -
Press Enter to Call in Max Agent
When attempting to make a call from Max Agent, you need to enter the phone number then click on dial. The option to press enter instead of dial should be allowed as well. Would make calling easier.
4 votes
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