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Contact Center & RingCX

Contact Center & RingCX

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  1. 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…

    5 votes

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  2. 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

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  3. Wanted to have an option in analytics historical report to select or filter the report with campaign.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  4. 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.

    1 vote

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    0 comments  ·  Admin Portal  ·  Admin →
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  5. 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

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    1 comment  ·  RingCX  ·  Admin →
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  6. Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  7. I wanted to have an option to filter the skills/queue in analytics in RingCX.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  8. Administrator should have option to filter the reports in analytics.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  9. 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…

    15 votes

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  10. Add setting in RingCental app to auto clear app data cache on a schedule.

    Many troubleshooting steps advised to clear the app data in ring central app. It would be great if this could be done on a schedule set by the admin or user.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  11. 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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    0 comments  ·  RingCX  ·  Admin →
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  12. Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.

    Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.

    Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.

    We have a monthly…

    3 votes

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  13. Getting thru to tech support and the HORRIBLE IVR, takes 20 minutes to just get disconnected. I am going to look for a new phone system with real people that answer the phone.

    1 vote

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    0 comments  ·  Accessibility  ·  Admin →
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  14. When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  15. Schedule adherence should not be impacted when a rep goes to break or lunch late because they were on a call. There should be a way for the system to recognize that the agent is on a call and to auto-adjust the schedule when rep goes to break/lunch so it doesn't show as being out of adherence.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  16. Caller ID Name For NICE Contact Center

    With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
    Yes clients can dip into CRM or Build a Address Book to dip into…

    5 votes

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  17. We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    5 votes

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    1 comment  ·  RingCX  ·  Admin →
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  18. When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  19. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  20. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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