914 results found
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Take snapshot of realtime dashboard and export it
When viewing a real-time dashboard in RingCX, the viewer should be able to take a snapshot of the dashboards current state and export it for reporting on real-time activity.
1 vote -
Option to configure the RingCentral Pulse for Contact Center like a desk phone.
The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.
1 vote -
Retain Role In RingCX When Modiying Role In RingSense
Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.
Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.
1 vote -
Digital Inbox Improvements
If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…
2 votes -
Improvements to Realtime Dashboards
In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:
a. Clean modern omnichannel widget-driven data elements
b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State
c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder…
1 vote -
Agent Interface "Search" Button for Contextual Searches of System Data
Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.
Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.
1 vote -
RingCX AI Driven "How Can I help you" Chat
AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.
A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…
3 votes -
Additional Customer Data In Web Chat Summary
Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.
2 votes -
Historical Dashboard Report Schedule
Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.
1 vote -
bulk assigment of callback to other agents or Queue
Hello Team, Supervisor/agent need to assign the callback to the different agent one by one. In our case every agent have approx 100's of callback. Can you open the features to assign this callback in below manner. 1. Assigning bulk callback to another agents 2. Assigning callback to the Queue & routing in round robin method.
1 vote -
Custom Fax Cover Sheet
Please add the "Notes (optional)" field to any custom fax coversheet. At present, it only shows up on the templates provided. Once a custom coversheet is uploaded, the field disappears. Senders need to be able to add notes/comments when they have their own Custom fax cover sheet.
1 vote -
Customer is requesting to use 511 number as their extension
Customer is requesting to use 511 number which is specifically assigned as a Global emergency and special service numbers.
2 votes -
To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX
To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX.
Currently if the user profile in RingCX is synched with RingEX extension, if we disable the "Allow Login" option in RingCX and keep the RingEX extension it is reverting back to enabled.
We need to make sure that although the RingEX extension is active, if the Allow Login is disabled in RingCX it should remain disabled until it is manually changed by the admin.
1 vote -
RingCX Chrome App
The convenience of an installable RingCX Chrome web App would be great so it stays separate from the browser and does not get accidentally closed or lost by a user working with multiple tabs open.
1 vote -
DFO Scheduled Reporting
Add the ability to schedule DFO reports to run and deliver to an email or file share in Contact Center
3 votes -
Native Integrated Virtual Agent (digital & voice)
Intuitive and self service IVA setup
6 votes -
Remove Prefix for UK
Customer want to remove prefix when a caller is contact the main number and the call is being routed to Call Queue
1 vote -
RCX - ability to unhold manually the call when requeue/transfer is cancelled
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 .
8 votes -
RCX - ability to disconnect the 3rd party when using transfer or requeue
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 have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me
the main request here is to let the initial party disconnect the 3rd party…
7 votes -
RCX - UX - customize buttons - fonts - position - icon
customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons
9 votes
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