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  1. When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"

    Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means

    7 votes

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  2. Description:

    We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

    Use Case:
    The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the…

    4 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  3. The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.

    • When a call goes to voicemail, it doesn't show up on the analytics report.

    • When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and…

    4 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

    6 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  5. Need the ability to either pin open sub navigation menus, or have them expend under the navigation menu like ring ex.

    Example screenshot of the sub navigation menu that I'm referencing above.

    4 votes

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    New  ·  2 comments  ·  Admin Portal  ·  Admin →
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  6. The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Add SLA % in the RingCX Historical Data Report, same formula with the one in Custom-Real Time Dashboard Tab. The SLA% doesn't match the Queue Service Level.

    2 votes

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  8. Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
    Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
    It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.

    6 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
    Talkdesk example. - https://networktest.talkdesk.com/?lang=en

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Include Teams in RingCX Digital side as it is only available for Voice only.

    We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Add an on platform phone number reputation management tool or add an integration that allows for this capability

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Add API integrations with Zapier and Zoho, this will allow easier/simpler api management for small to medium buisnesses

    2 votes

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  14. We would like to be more specific with our roles and permissions, for each setting we should be able to assign the options to: view, edit, create. This should apply to all areas of the platform for example if I want someone to see the queue configurations but don't want them to edit I should be able to select view only.

    2 votes

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  15. One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.

    2 votes

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  16. When making a bulk change in RCX, error messages pop up stating the change couldn't be completed. After testing and verifying the change is completed and this error only pops up if there is an inactive user associated with it, update the error message to be more specific to what isn't being completed.

    1 vote

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  17. Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.

    1 vote

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  18. the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…

    34 votes

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  19. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other…

    5 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Enable syncing of contact/address book across all users
    Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    atm there is bulk add in diretorory thru admin portal this doesnt work
    need to do thru call logs , and app and have option to add to whole server, or give access to users

    1 vote

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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