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1487 results found

  1. Call Queue Overflow in Alphabetical Order

    Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"

    1 vote
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  2. Robust Realtime Native Guidance/Analysis (Agent Assist)

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    12 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. System schedules accessible via Queues, channels, IVR

    System schedules accessible via Queues, channels, IVRs.

    Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.

    22 votes
    Future Consideration  ·  1 comment  ·  Admin Portal  ·  Admin →
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  4. To filter the report for "Today" and be able to select a specific time range.

    To have the ability to generate a report for "Today" and select a time range users desire.

    5 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
    How important is this to you?

  5. Set Recording delivery as MP3

    Have an option to Set Recording delivery as .MP3 instead of just .WAV

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

  6. Company/Personal EX Contact Phonebook

    I would like to suggest that we have the ability to access Company/Personal EX Phonebook in Ring CX, so calls come from the Contact Center number.

    This would be useful for CX Agents as they do need to make outbound calls to Branches & Suppliers.

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

  7. Bulk edit option for queue events

    Ability to bulk edit queue events setting.

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

  8. SMS for missed calls

    Ability to send SMS for missed call in RingCX

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

  9. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

    18 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  10. Addition of SIP Status Codes to CDR Reports or API Download

    To enhance call center performance assessment and transparency, it is requested that SIP Status Codes be added to CDR reports or made available for download via API. This feature would enable better analysis of call data and provide valuable insights into call outcomes.

    4 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  11. Add Robocall filter

    RingCentral should add robocall filtering to CX. I was told it happens on the EX side, but it's not happening in CX. We're getting robocalls that hang up right after they are dropped into our queue, and that's causing our abandoned rate to spike.

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

  12. CallerID flexibility

    We have a Central Office and many Satellite Sites, we need to enable a few specific staff members to be able to set their CallerID to any of the Satellite Sites, at the moment this is a site by site feature and needs to be a user feature.

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

  13. ai to mitigate email integration

    Customer wants for after the call to select a disposition, and for that disposition to automatically create an email with the AI notes of the call to send to the client. They basically want the AI-generated call summaries automatically inserted into the email body for each disposition following a call interaction. This would enable agents to promptly send these summaries via email to their callers.

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

  14. Dialing Timezone For Arizona Be Set To MST and MDT Accordingly In The Dialer Campaign On RingCX

    Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.

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

  15. Would like the ability to perform QM evaluations on reskill to reskill calls

    Would like the ability to perform QM evaluations on reskill to reskill calls - both agents that are on a call internally

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. Data Residency for EU, UK and USA in one Business Unit

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

  17. Feature Request: Super Admin Self-Service Contact Center Routing Change

    Introduction:
    This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.

    Current Situation:

    Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.

    Proposed Solution:
    We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
    Access a…

    21 votes
    2 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  18. Contact List

    Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).

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

  19. Outbound CallerID

    Would like the customer to see the dispatcher's outbound caller id, based in the manual setting.
    Currently: when driver on hold, still shows driver ID and not the manual setup that dispatch selected as their OBID, so call looks like spam to customer and they don't pick up.

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

  20. SMS Historical Reporting

    Would like the the ability to see History of all texts sent and received from a specific dispatcher.
    Today: you can pull by channel but not on an individual basis.

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