374 results found
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Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
All Super Admin access should be able to see, access, and reassign the role created by one of the Super Admin users using the RingCX Administrator portal.
1 vote -
Integrate RingEX Personal Contacts to RingCX Directory
The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone
3 votes -
Allowing warm transfers from Ring Central desktop to the Contact Center
We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.
3 votes -
RingCX IVR press path report
It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.
3 votes -
RingCX audio
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.
7 votes -
Add ability for Zendesk Widget To Search All Open Tickets
When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.
However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…
2 votes -
Add Session timeout for RingCX user
For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.
Bare minimum would be a session timeout applied to all user on RingCX.
A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.10 votes -
Dashboard view modification
Please add an option to hide the extra part at the bottom for the real-time dashboard.
19 votes -
Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 votes -
Real time Dashboard Avg Queue time
Real-Time Dashboard Avg Queue time is in seconds currently, please add a minute option
9 votes -
Internal chat for supervisors and agents
Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
- ability for agent to ask for help proactively to their supervisor.
- ability for supervisor to get involved in a less intrusive way.The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.
30 votesThis will be addressed as a part of the Single Pane of Glass initiative.
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Add IP Address field in Ring CX Analytics for Reporting
For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.
9 votes -
WCAG (Web Content Accessibility Guidelines)
WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.
31 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 -
Change State in PD
Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.
1 vote -
Warm Transfer Improvement
Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.
1 vote -
RingCX Enhanced SLA configuration
Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.
Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.
Enhancement would be to add the SLA % setting in each Call Queue
2 votes -
Identity Tag Visibility
In RingCX digital interactions, it is easy to see the identity tag associated with a contact. However, with Voice. there is not visibility unless a user scrolls down through the contact card.
2 votes -
Collapsable Customer Identities List
When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view
1 vote -
Visible/Vocal notification for commitments
We would like to have a pop-up notification or an audible notification for the agent when a commitment pops up on the Salesforce softphone.
Otherwise, if the agent is working somewhere else or has minimised their softphone, they miss the commitment, which is a bad customer experience.2 votes
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