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1519 results found

  1. AI Response Assistance in RingCX for Digital Interactions

    Makes a suggestion or pre-populates the sentence the agent is formulating when the agent is typing on a digital interaction

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Live Transcription on RingCX

    Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. notification

    Our agents are using the integrated softphone in RingCX. Many agents are logged into several queues. The agents have to click the RingCX notification and then click the "answer/reject" popup notification. My suggestion is to have only one notification and in that include the queue name, customer name (if known from the carrier) and ANI along with the answer/reject buttons.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Add Activity

    When you add an activity code to a schedule you choose the code then the timeframe. If I go back and change the code after selecting the timeframe it changes the timeframe to a 15 minute interval. The timeframe I entered shouldn't change just because I chose a different activity code.

    1 vote
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  5. Meeting Scheduler

    In meeting scheduler the current duration is required in minutes (ex. 420 minutes). Calculating minutes for an all day meeting seems archaic. There should be a drop down to choose hours and minutes or at least be able to choose a start and end time i.e. 9:00am - 4:00pm.

    1 vote
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  6. Unavailable code colors

    We would like more than one unavailable code color. This would make it easier at a glance to distinguish between certain meetings or trainings. Currently the "busy" (unavailable) code color is orange. The problem is if an agent or supervisor is coded unavailable for calls during the day their base schedule shows orange. If I need to also schedule a meeting on that same schedule it's also orange. This makes it difficult to visually see the difference between the two. The system should be able to handle more than one unavailable code.

    1 vote
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  7. Unavailable code colors

    We would like more than one unavailable code color. This would make it easier at a glance to distinguish between certain meetings or trainings. Currently the "busy" (unavailable) code color is orange. The problem is if an agent or supervisor is coded unavailable for calls during the day their base schedule shows orange. If I need to also schedule a meeting on that same schedule it's also orange. This makes it difficult to visually see the difference between the two. The system should be able to handle more than one unavailable code.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  8. RingCX historical real-time report discrepancy alignment

    Go Auto Insurance (UID: 63121724012) requires improved alignment between RingCX Real-Time Dashboard analytics and Historical Reports for 'Presented,' 'Answered,' and 'Abandoned' call metrics. While a 1:1 match isn't feasible due to underlying system differences, we request enhancements to better approximate real-time data or provide clearer reconciliation methods for key discrepancies like 'Calls Answered,' to ensure consistent and reliable call center performance reporting.

    1 vote
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  9. real time dashboard to show outbound calls

    In the past I was able to create a widget on my real time dashboard that showed how many outbound calls an agent made. That option is no longer available and is needed for me to measure productivity in real time.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. different accept queue calls switches for each call queue you are in

    Separate accept queue calls switches for each call queue you are in

    1 vote
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  11. Retain Agent Data in Historical Reports After Removing Agent

    Removing the agent also removes the data from Historical Reports. We would like to request an enhancement where the agent data is retained after deleting the agent from the account.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. RingSense integration with Salesforce for RCX users

    RingSense integration with Salesforce for RCX. It is currently only available on RingEX side.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Apply Voice Skill Assignment to Callbacks.

    Skill assignment via route to agent queue event within voice queue is not being followed for Callbacks.

    Scenario:
    Voice queue is configured with 2 route to agent queue events. Queue event 1 is set to route to agents with a "Tier 1" skill for 5 minutes. Queue event 1 also has DTMF enabled that allows for callback to be selected. Queue event 2 is another route to agent queue event, but it is configured to route calls to the "Tier 2" skill.

    Issue:
    Skill assignment is not being followed for callbacks. If a caller selects DTMF option to leave a…

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Quality of Service (QoS) Portal for RingCX Calls

    Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.

    11 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
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  15. Admins to be able to delete call recordings within RingCX

    Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Make Phone Numbers Assigned to RingCX Voice Queues Searchable When Making or Transferring Calls

    The customer requests that phone numbers assigned to RingCX voice queues be searchable by queue name in the corporate directory. This would allow agents to easily find and select the appropriate queue when making or transferring calls, instead of manually entering the number.

    2 votes
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  17. Display ANI Location (City and State) in RingCX Real-Time Dashboard

    Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Make the Knowledge Base for Agent Assist available on demand

    Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.

    10 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  19. audio settings

    In the web based RingCX app/site, there are no settings at all, of any kind, and none to change audio devices being used. When I login to the site, my bluetooth headset I use for calls on Teams turns on as though I've entered a call software environment, but there is no settings gear anywhere in the website at all - very strange...

    1 vote
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  20. Retain Deskphone Pairing While Using RingCX in the RingCentral App

    Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.

    Problem Description

    In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:

    1. Logging into RingCX disables Deskphone Pairing with no warning or…

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