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1380 results found

  1. WFM for Ring CX

    I currently see no way to monitor my team's schedule adherence in Ring CX. This is a very important feature. Please make it available for Ring CX.

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

  2. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

    Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

    Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

    This function needs to exist so that our Agents can better identify our customers as the call in.

    9 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Rinsense for RingCX icon RingCentral app

    Hello Team,

    I hope you're doing well.

    We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

    Add RingSense for RingCX as an icon in the RingCentral app.

    Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

    This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

    Please…

    3 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  4. Record calls transferred from Contact Center to RingEX

    Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa

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

  5. Allow Uploading Audio Files from Workflow Studio

    When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.

    I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.

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

  6. Be able to use the disposition filter in the RingSence portal.

    Be able to use the disposition filter in the RingSence portal.

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

  7. Reinstatement Of Previous QM Forms Scoring in Contact Center

    Details of the enhancement:
    We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
    CX One QM - Can you have more than 100 points possible on an evaluation form

    Specifically, we are referring to the ability to:

    Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.

    Critical Sections: The ability…

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

  8. Queue Event Configuration – Audio File Duration and Playback Count

    I would like to submit a suggestion to improve the Queue Event Configuration interface based on a recurring concern we encounter from customers.

    At present, the system does not display two key pieces of information when configuring Global Audio for queue events:

    The actual duration of the uploaded audio file, and

    The number of times the audio will play, calculated automatically based on the Duration set for the event.

    For example, if a customer uploads a 30-second audio file and sets the event duration to 90 seconds, the system should indicate that the audio will play 3 times during that…

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

  9. Callers routing to RingCX queues during off hours should not show as 'Inbound Abandoned'

    It would be helpful to filter the report to show only the actual abandoned calls that occurred while the queues were open during business hours. The customer needs a quick and reliable way to see the percentage of abandoned calls that happen specifically when staff are available and actively working.

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

  10. RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded

    Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.

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

  11. Remove Agent Leg B RingCentral App Recording Button

    Remove the button for recording on RingCentral app if it is used as Agent Leg B as it confuses the customer whether their calls are recorded or not; needs to be recorded, etc.

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

  12. Monitor A Call For Contact Center Users Using RingCentral App

    Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.

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

  13. RingCX Analytics Historical Report | Share report to specific User

    To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.

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

  14. 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 →
    How important is this to you?

  15. Ability to allow Litify objects to mapped on RCx SF embedded agent

    We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well

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

  16. 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 →
    How important is this to you?

  17. In the fax function, there needs to be a "save as" button like there was in the old RC Phone app

    In the RC fax portion of the app, there needs to be a "save as" button like there was in the old RC Phone app. As it stands now, I have to go through/click 5 or 6 steps just to name and save a fax to the downloads or desktop?

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

  18. Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg

    Hi Product Team/Development Team,

    I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.

    Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.

    Proposed Enhancement:

    We are requesting support for Agent/AI…

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  19. Transferring calls to RingEX Extensions via corporate directory

    To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

    Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

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

  20. 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?
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