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  1. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes

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  2. Recommending the implementation of an audio settings feature in RingCX for the wired headsets to enhance the overall user experience and provide greater customization options for users. Ability to adjust audio settings such as press-to-call on the wired headset to work on RingCX.

    12 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  3. SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

    SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

    FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
    Ability for each client using the service to be able to personalise their own SMS messages to…

    6 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  4. 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.

    20 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  5. RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,…

    7 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  6. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

    1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

    2. 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.

    3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

    15 votes

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    0 comments  ·  RingCX  ·  Admin →
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  7. The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Add a feature to enable RingCX Dialer notifications when a lead list has been completed.

    Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.

    4 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  9. Key Components:

    Time Display:

    Clearly show the sign-in time for each agent in the local business timezone.
    Use a consistent format (e.g., HH AM/PM) for easy readability.

    Visual Indicators:

    Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
    Provide tooltips or hover-over info for additional context.

    4 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  10. if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.

    the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

    10 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying…

    18 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  12. The ability for the chat feature on ring cx, which is the feature on our website that allows customers to message back and forth directly with representatives.

    They are curious if there is a way to make sure that when a message comes through, all users are pinged in a group rather than pinging the "next available agent"

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. The customer is requesting to have an option to configure the settings in RingCX channels. Chats are being forwarded to Ignored message. They are asking if we they can have an option to route the chats to New messages only.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

    4 votes

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  16. Summary:
    We request a feature enhancement for RingCX that allows Wrap-Up settings to function independently, even when Agent Disposition is disabled. Currently, the Disposition prompt is tied directly to Wrap-Up, making both share the same time settings. This limitation restricts operational flexibility and does not align with customer preferences for separate configurations.

    Detailed Description of the Request:
    At present, in RingCX, the Disposition prompt and Wrap-Up are intertwined:

    If Disposition time is set to 30 seconds, the same applies to Wrap-Up time.
    Disabling Disposition entirely also disables Wrap-Up functionality, which is undesirable for customers who prefer one without the other.…

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes

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  18. Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    6 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  19. Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle

    1 vote

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  20. Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
    Category: Analytics & Reporting
    Affected Component: RingSense → Coaching → Scorecard → Leaderboard

    Current Limitation
    • The Leaderboard only reflects average scores derived from manually scored Scorecards.
    • AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.

    Proposed Enhancement

    1. Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:

    • Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:

    Average Score per User
    Number of Scorecards per User

    1. Adapt Calculation Methods for Yes/No Response Types:

    •…

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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