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1519 results found

  1. Remove Agent Leg B RingCentral App Recording Button

    Remove the button for recording on RingCentral app if it is used as Agent Leg B as it confuses the customer whether their calls are recorded or not; needs to be recorded, etc.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  2. Monitor A Call For Contact Center Users Using RingCentral App

    Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  3. RingCX Analytics Historical Report | Share report to specific User

    To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes

    Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes

    • THe reason is sometimes agents forgot to put the disposition after the call
    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Ability to allow Litify objects to mapped on RCx SF embedded agent

    We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. RingCX - Limit Access to Real-time Analytics

    We would like to have the option to limit the metrics that will show in the Real-time Dashboard. This can be applied to users who have "view-only" access to the Analytics.

    For example:

    The "agent state" metric in the Real-time Agent Dashboard can be removed.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg

    Hi Product Team/Development Team,

    I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.

    Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.

    Proposed Enhancement:

    We are requesting support for Agent/AI…

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  8. Transferring calls to RingEX Extensions via corporate directory

    To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

    Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

    32 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Ability to transfer to a RingEX extension in RingCX Single Pane of Glass

    We would like to have the ability to transfer to a RingEX extension from RingCX SPOG

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. A report that will show Quick Responses and the assigned channel

    A report that can be pulled showing all quick responses and their assigned channel within digital.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  11. RCX Must Use CallerID Name Configured in REX

    Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Automatically set Queue Event Duration based on duration of single play audio file

    When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)

    Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Updating Holiday Hours

    Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.

    We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  15. Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.

    When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.

    It be nice to have the ability to set a greeting for this one.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. RingCX - Ability to see customers who left a callbacks in queue

    Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.

    It would be better if there is dashboard to see right away customers who left a callback

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. have duration for agent state and select an agent state in advance after a call.

    RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since

    1. the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
    2. cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.

    To address this, it would…

    3 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  18. RingCX Agent able to do a consultation to another RingCX Queue without active call

    Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Allow the ability to view calls waiting and phone numbers in call queue

    Enhance live reports from call queue to include number of calls waiting and phone numbers of callers

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  20. RingCX- Ability to upload Audio File and change the system default audio

    RingCX- Ability to upload an Audio File and change the system default audio

    5 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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