1071 results found
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RingCX External Alert for agent status (i.e. exceeded lunch break)
External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI2 votes -
RCX Co-Browse option to view other browser windows / tabs
Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality
11 votes -
RingCX voice recording
Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.
11 votes -
Increase the limit of widgets on the dashboard.
Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.
2 votes -
Have the option on the call queue to modify fix in order to ring groups
Allows admin users to modify the call queue ring settings to have an option to create ring groups under fix in order
1 vote -
font colored modified in the CXOne dashboards
What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:
1 vote -
RingCX Digital internaction - Inbox mode - Tag or mention internal users
RingCX Digital internaction - Inbox mode - Tag or mention internal users
(Similar to Front's feature) -
-Shared inbox/folder.
-All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
-Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users4 votes -
Update MS Teams State while Presence Syc is enabled
Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.
1 vote -
SKU to bill recording storage per minute (usage)
Offer recording storage based on minutes bundle instead of prices per agent for all agents.
Additional improvment on Recording and storage policies would be a plus too.
- percentage of recorded call per skill/queue
- storage time based on skill/queue/disposition/customer type4 votes -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.7 votes -
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…17 votes -
Auto text leads in CRM from the same area code they are using
Auto text leads that enter our crm from the same area code they are using. It's local presence but for sms messages.
2 votes -
RingCentral engage voice analytics
Wanted to have an option in analytics historical report to select or filter the report with campaign.
1 vote -
Allow 911 notifications to be tied to specific Call Queues or Sites\Markets\Regions
Right now the 911 notifications are an all or nothing approach. We have sites across the US and teams that handle each one separately. I would like the ability to tailor the 911 notifications to the teams that handle each region vs. have them receive ALL the notifications.
4 votes -
Direct agent routing / prefered agent
We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.
Use case : account manager would be the prefered agent based on the customer who call.
At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature…3 votes -
Change agent proficiency when adding to queue through supervisor
Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.
1 vote -
Analytics
I wanted to have an option to filter the skills/queue in analytics in RingCX.
2 votes -
reporting
Administrator should have option to filter the reports in analytics.
1 vote -
Ability to cancel or extend after call wrap
Problem:
In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.
Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…
34 votes -
Real Time Sentiment Alerts
Real Time Sentiment Alerts: Allow supervisors to be proactive with monitoring agents, seeing if a call sentiment is negative and jump in to the call as needed.
This is something Dialpad has and is a competitive edge: https://help.dialpad.com/docs/ai-supervisor-insights#:~:text=Real%2Dtime%20sentiment%20analysis%20uses%20Dialpad%20Ai%20to%20analyze%20customer,how%20customer%20interactions%20are%20going.
1 vote
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