266 results found

1. Improve handling media for Queue events

   After the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. Expected behavior is there is no delay after the end of playing 2 files.

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2. Support interaction logging with no disposition in all applicable embedded CRM integrations

   In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.

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3. Pass limits per 24 hours

   Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

   Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

   Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

   Customers would like this feature as soon as possible, as it makes managing state specific regulations very easy to manage.

   Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

   Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

   Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

   Customers would like this feature as soon as possible, as it makes… more

   2 votes

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4. Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard

   Background:
   The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

   Request Summary:
   Develop a real-time dashboard within RingCX Analytics that displays:

   User State Monitoring:

   Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
   Displays which users are currently associated with specific skills or queues.

   Queue Activity Monitoring:

   Visualizes real-time call volumes for specific skills or queues, including calls currently waiting in queue, maximum wait times, and SLA breaches.
   Presents queue statistics, such as active agents, occupied vs. available agents, and average handling time (AHT) for the queue.

   Queue Intervention (Call Grab) Capability:

   Supervisors or agents with permissions can manually grab calls from specific queues to handle high-priority or time-sensitive interactions.
   This feature would prevent SLA breaches and improve overall customer service efficiency.

   Custom Alerting and Notification Mechanism:

   Triggers alerts when certain thresholds are reached (e.g., queue wait time exceeds X seconds, SLA at risk).
   Real-time notifications for critical states such as when no agents are available or calls have exceeded a set maximum wait time.

   Use Cases:
   Supervisors need real-time insight into agent availability and queue status to allocate resources efficiently during high call volume periods.
   Agents with permissions can directly intervene and grab calls from queues to assist during emergencies or high SLA risk situations.
   Queue alerts help prevent SLA breaches by alerting supervisors when intervention is needed.

   Expected Business Impact:
   Reduced SLA breaches by empowering agents and supervisors with real-time queue insights and manual intervention capabilities.
   Improved customer experience with faster response times and dynamic queue management.
   Operational efficiency gains by consolidating multiple monitoring and action interfaces into one streamlined dashboard.

   Background:
   The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

   Request Summary:
   Develop a real-time dashboard within RingCX Analytics that displays:

   User State Monitoring:

   Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
   Displays which… more

   3 votes

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5. Add wrap up time for RingCX auto-dialer calls (Campaign)

   Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

   Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

   3 votes

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6. Feature Enhancement Request: Total Hours/Log-in Time on Campaign Level in Historical Reports

   Description:

   We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

   Use Case:
   The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the time spent on specific campaigns without requiring manual aggregation.

   Current Limitation:
   Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
   There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
   Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
   Enhancement Request:
   We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

   Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
   Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
   Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
   Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
   Impact:
   Improved reporting accuracy for customers managing multiple campaigns.
   Enhanced efficiency by removing the need for manual calculations and third-party tools.
   More granular resource allocation insights for optimizing workforce management based on campaign performance.
   Priority:
   This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation

   Description:

   We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

   Use Case:
   The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the… more

   4 votes

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7. Improve Speed of Historical Reports

   One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.

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8. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

   Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

   Feature Request: We request that the RingCX Analytics system be enhanced to:

   Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
   Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
   Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
   Use Case:

   User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
   Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
   Benefits:

   Improves consistency in transcript availability across all supported channels in RingCX Analytics.
   Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
   Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
   Technical Considerations:

   Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
   Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
   Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
   Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

   Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

   Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

   Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

   Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other… more

   5 votes

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9. Delay in the event after "Single Play Audio"

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   Expected behavior
   There is no delay after the end of playing 2 files.

   Adding additional details:
   Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

   Can we consider this as a feature request to meet the customer's expectation?

   There should be no delay after the end of playing 2 files.

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   … more

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   16 votes

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10. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    14 votes

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11. Add time based variable to holiday configuration

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

    The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In… more

    7 votes

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12. Allow Using the Hold Button on the Desk Phone

    Need to be able to use the Hold Button on the user Desk phone for RingCX call backs

    -hold button on desk phones works properly for everything except for RingCX callbacks
    -current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files

    35 votes

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13. dashboards data refresh time

    customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    44 votes

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14. Enhance Agent States

    Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    40 votes

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15. In-Queue-Callback Number Restriction To Prevent Misuse

    The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    25 votes

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16. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

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    17 votes

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17. RingCX IVR press path report

    It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.

    4 votes

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18. Add ability for Zendesk Widget To Search All Open Tickets

    When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to just tickets with the caller as the Requester would greatly improve our workflow.

    When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to… more

    2 votes

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19. Dashboard view modification

    Please add an option to hide the extra part at the bottom for the real-time dashboard.

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    22 votes

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20. Queue Answered seconds rate in RingCx Historical report

    Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one

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    9 votes

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