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213 results found

  1. Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.

    8 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  2. Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.

    It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…

    10 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  4. We need to generate a report that shows numbers that have SMS enabled but not assigned to a campaign.

    We can currently generate a report that shows a number's SMS capability and we can check the numbers if they are associated to an SMS campaign or not but not an actual report that would show both

    5 votes

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    New  ·  2 comments  ·  Admin Portal  ·  Admin →
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  5. If using a Different User Extension to set up (like)a call queue group, and assigning a user who has a ring all setup (for example if the user has MS Teams and Deskphone), it will work if you call the user the "ring all" will work, however, if you include the user in a User Extension to set up (like)a call queue group, it will not ring both (MS Teams and Deskphone) and you need to add the each DL's of (MS Teams and Deskphone) to the call handling of User Extension to set up (like)a call queue group to…

    2 votes

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  6. The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.

    Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.

    1 vote

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  7. Allow email sigatures to support html so company branding/style guidelines can be followed. Currently only text signatures are supported

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  8. Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this

    The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.

    As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.

    It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).

    Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.

    As it stands, we have the current metrics for refusals:

    Refusals
    % Refusal Time
    Refused Time…

    1 vote

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  12. Many companies now offer Payment Processing as part of their services via Secured Payment Links. This will help current RC clients and provide RC for another stream of revenue. An integration would be acceptable as well.

    2 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  13. RingCentral implementation to give a RingCX ADMX template for browser group policy template which has the necessary allowed protocols in the browser for security lock

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Allow CX agents to have the option to present a withheld number on outbound calls.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. add the ability for the caller to make notes that are important to their next contact with the lead

    1 vote

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  16. When viewing a real-time dashboard in RingCX, the viewer should be able to take a snapshot of the dashboards current state and export it for reporting on real-time activity.

    1 vote

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  17. The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.

    2 votes

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  18. If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…

    2 votes

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  19. Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.

    Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

    A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…

    3 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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