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750 results found

  1. RingCX voice recording

    Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.

    14 votes
    Needs More Information  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes

    Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes

    • THe reason is sometimes agents forgot to put the disposition after the call
    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. RingCX - Limit Access to Real-time Analytics

    We would like to have the option to limit the metrics that will show in the Real-time Dashboard. This can be applied to users who have "view-only" access to the Analytics.

    For example:

    The "agent state" metric in the Real-time Agent Dashboard can be removed.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Ability to transfer to a RingEX extension in RingCX Single Pane of Glass

    We would like to have the ability to transfer to a RingEX extension from RingCX SPOG

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. ringcx analytics restrict

    Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.

    This is an issue as Admins should not be able to see other departments data via report.

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. agents seeing how many waiting in queue

    Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. RCX Must Use CallerID Name Configured in REX

    Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)

    Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.

    When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.

    It be nice to have the ability to set a greeting for this one.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. RingCX - Ability to see customers who left a callbacks in queue

    Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.

    It would be better if there is dashboard to see right away customers who left a callback

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. RingCX Agent able to do a consultation to another RingCX Queue without active call

    Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Feature Request: Rules Engine for RingCX

    Feature Name: Rules Engine for RingCX

    Description: Customers using RingCX would like the ability to create and manage rules that automate actions based on specific conditions.

    This includes features such as:

    • Ignoring or categorizing content based on predefined criteria.
    • Changing language settings automatically.
    • Updating interaction priority dynamically.
    • Distributing cases across categories using weighted percentages.
    • Applying conditional logic to automate routing and content management.

    Use Case:

    This feature would allow customers to enhance automation within RingCX by defining rules that streamline interaction handling, improve agent efficiency, and enhance response prioritization.
    Currently, this is only available in…

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call

    Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.

    2 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  14. RingCX downloaded reports included data

    Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Logs that will show why the agents were logged out from the RingCX portal

    The customer would like to have logs that will show why the agents were logged out from the RingCX portal.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.

    The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. CNAM display in RingCX Real Time Dashboard

    Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

    4 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  18. Auto-save voicemails in RingCX Workflows/IVRs

    Currently, a voicemail workflow requires callers to input DTMF presses to "save" or "rerecord" a voicemail recording. Instead, only the "rerecord" should be an option, and the system should automatically save the recording without needing additional inputs from the caller. The updated functionality would align with how customers and callers expect a voicemail box to operate - without needing extra steps; this is especially a pain point if follow-up notifications are sent with the recording, but callers hang up before saving, thus never processing anything to forward.

    3 votes
    Needs More Information  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. RingCX - Matching disposition in Voice and Digital Queues

    We want to be able to create a disposition that can be used in both Voice and Digital Queues.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Agent level digital signature modification capability

    Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.

    8 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
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