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769 results found

  1. Would like an additional query status of "ignored automatically" in the Inbox section of emails. This will allow us to separate out messages that were ignored manually by agents from the messages that were deemed ignored by marking as solved without a reply.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Ability to schedule multiple entries on Froward All Calls option for the Phone.

    1 vote
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  3. Wallboard that will show how long each call has been in a queue individual hold time
    and will show the total queued time for each caller.

    5 votes
    How important is this to you?
  4. We would like the ability to customize the Agent 'TRANSITION' state to an audio file from the audio library.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Ability to use Logitech Vibe headset buttons to answer, mute, and end calls for RingCx calls.

    1 vote
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  6. We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

    24 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. In RingCX, the "Other" category might encompass the following scenarios:

    Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
    Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
    Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
    Undefined Outcomes: Calls that ended without a clear interaction disposition.
    This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.

    2 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  8. Ability to log calls into SF even if the call did not connect to agent/there's no answer. It doesn’t log an activity unless a disposition is chosen by the caller.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Customer wants to stay on Stats tab/page before and after receiving or making a call. Customer does not want to change the page/tab when the call is answered and stays on Stats tab.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. The ability to report on Identities.

    It seems like a gross oversight that there is no way to report on Identities linked to interactions.

    When an interaction is in progress, the interaction is linked to a Identity, meaning that the system is actively linking an interaction to an identity.

    However, within the reporting/Analytics, there doesn't seem to be a way to reporting on the amount of interactions, whether Digital or Voice, each identity has started.

    For example, we would like to know the top 10 identities that are interacting with us.
    For example, we would like to know how many…

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    48 votes
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  12. Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.

    2 votes
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  14. I currently see no way to monitor my team's schedule adherence in Ring CX. This is a very important feature. Please make it available for Ring CX.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.

    RingCX Wallboard is required to have the below features added:

    Images (i.e. Brand Logo)

    Scrolling / Static Text Boxes (Manual Announcements / Information updated)

    Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)

    Calculated Statistic Values (Example: Presented – Deflected)

    Coloured/Alerting Boxes based on Statistics (Number or Text)

    2 votes
    How important is this to you?
  16. On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

    Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

    Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

    Support Reference: For more details on configuring inbound queue events, you can refer to the…

    5 votes
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  19. Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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