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295 results found

  1. RingCX Outbound SMS -- Cannot see messages until they are replied to

    When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Allow for custom key-mapping/binding of call control to desktop keyboard

    Allow for the customization of keyboard shortcuts when dialing. This could be for all outbound dialing modes but emphasis for this request is specific to HCI "clicker" agents.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  3. RingCX Digital Message Notification Improvements

    Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.

    Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.

    However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.

    To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.

    32 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -    Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -    Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    …

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

  5. Feature Request – Persistent RingCX Session Across Page Reloads and Tabs

    Issue Description:
    • Currently, users are required to log in again when they reload the page or open a new tab in RingCX. Additionally, in Salesforce, users must repeatedly select their RingCX account and voice connection options (integrated softphone, RingCentral Office phone, or external phone) every time they switch tabs or refresh the page.

    Customer Impact:
    • Users experience frequent login prompts, disrupting workflow efficiency.
    • Increases frustration when handling multiple customer interactions in Salesforce.
    • Impacts productivity, as agents must reconfigure their voice connection multiple times.

    Requested Enhancement:
    • Implement persistent session handling so that users remain logged in…

    7 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Robust Wallboard Functionality

    Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.

    RingCX Wallboard is required to have the below features added:

    Images (i.e. Brand Logo)

    Scrolling / Static Text Boxes (Manual Announcements / Information updated)

    Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)

    Calculated Statistic Values (Example: Presented – Deflected)

    Coloured/Alerting Boxes based on Statistics (Number or Text)

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  7. View Ring CX Realtime dashboards in minutes and seconds.

    Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

    Max Q, Avg Q etc.

    57 votes
    Future Consideration  ·  7 comments  ·  RingCX  ·  Admin →
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  8. RingCX - Matching disposition in Voice and Digital Queues

    We want to be able to create a disposition that can be used in both Voice and Digital Queues.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  9. RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"

    RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.

    EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Hide SFTP credentials in the RingCX Recording Delivery

    Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them

    7 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  11. Agent script disposition element variable support

    Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  12. RingCX Digital interactions routing out of order

    Digital interactions are routing out of date order.

    Actual behavior

    Older interactions will remain pending while newer interactions are routed, despite being from the same channel and digital queue.

    Expected behavior

    If interactions come in from the same channel and into the same digital queue and have the same priority, the expectation is that they would be routed in the order they are received.

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  13. User greeting in RingCX Agent.

    Ability to personalize the greeting before answering the call per agent user.

    28 votes
    Future Consideration  ·  10 comments  ·  RingCX  ·  Admin →
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  14. Ringcx voicemail Email notification includes transcript of the voicemail

    Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    16 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  15. RingCX - Option not to count outbound queue calls within inbound reporting stats

    Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

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

  16. RingCX Report - Hold Frequencies

    Feature Request: Option to generate a report that has the hold frequencies or the number of times that each call was placed on hold by the agent.

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

  17. Agent Scripting in Digital Interactions

    Have the agent scripting used in the ringCX voice also be applicable or usable for digital interactions such as email chat sms etc.

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

  18. RCX RT Dashboard to Show Individual Caller Hold/Wait Time

    Wallboard that will show how long each call has been in a queue individual hold time
    and will show the total queued time for each caller.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Send another SMS to the same thread in RingCX.

    To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. 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.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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