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Contact Center & RingCX

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1519 results found

  1. During my daily work, I noticed a potential improvement in the Google Chrome context menu that could significantly enhance our efficiency.

    Currently, when right-clicking on a phone number in the browser, a context menu appears. It would be extremely helpful if this menu included an option such as:
    ➡️ "Start call with RingCentral"

    Objective:
    This feature would allow users to initiate calls directly from the browser using RingCentral, eliminating the need to manually copy and paste numbers into the app. It would noticeably streamline workflows—especially in sales or customer service.

    Use Case Example:
    When visiting websites such as car dealership…

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?
  2. Expose end users to their support phone number (which they just called) during callbacks issued from queues instead of a phone number that is unknown to them and which they will therefore not pick up.

    This way, callbacks issued at the end of the queue are more likely to be answered by end users.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  3. As a supervisor when monitoring a call the ability to tag the call for review. As an agent being able to flag a call for review later.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?
  4. The customer would like to have the ability to transfer a Call to Voicemail (RingCX) by pressing the # just once. She mentioned that she still needs to press the # key twice to transfer the call to voicemail.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  5. Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.

    4 votes
    New  ·  1 comment  ·  Admin Portal  ·  Admin →
    How important is this to you?
  6. Have RingCX Voice Queue Priority and Agent Rank work at the same time. RingCX Tier 3 mentioned "Pretty sure i'ts not going to work regardless of who is assigned to what queues. They can't use queue priority and agent rank together" this does not make any sense as queue priority and agent ranks have different purpose.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  7. Once an agent is identified as available, the system sends a new email within approximately 2 seconds. We are exploring the possibility of adjusting this delay to 5 or 7 seconds.

    5 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  8. The limitations of CX Historical Reports include the inability to apply multiple filters per row, as only a single global filter can be used. Additionally, there is no option to extract custom fields report directly from the agent script.

    It would be a significant improvement if these capabilities were enhanced to allow more granular filtering and better access to custom script data.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  9. Have the ability for the agents to block the numbers manually from the RingCX agent platform instead of them having to send this to the RingCX admin.

    6 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  10. While on a call, a pop-up for a new digital interaction shows up and takes them away from their current screen. This is distracting for both the agent and the customer.

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  11. We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  12. When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.

    5 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
  13. To enable automatic sharing of saved personal contacts with all company employees without requiring file uploads or directory integration.

    1 vote
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  14. Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.

    If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  15. I am trying to request a feature
    the ability to see who my agents are talking to in real time
    both their number and hubspot contact

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  16. Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.

    This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  17. Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  18. Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"

    1 vote
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  19. Add priorities (ranks) to digital queues by agent similar to call queues

    5 votes
    How important is this to you?
  20. The ability to turn on auto answer for digital interactions to make agents work more efficiently and conversations to be allocated quicker meaning SLA's are not impacted by acceptance times.

    5 votes
    How important is this to you?
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