Skip to content
Share and vote for your favorite ideas here.

Contact Center & RingCX

Contact Center & RingCX

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

613 results found

  1. Description: Our sales team is frequently on the road as part of the nature of their job. With that, they also desire to have a personal relationship with the customers that they interact with. In order to accomplish this, they provide their direct line to the contacts at each of their assigned accountsWhen utilizing EngageVoice on Salesforce, it was desired to have a place when non-contact users would call in to our Main Number, and be routed to a general queue which has all Sales Reps in it. If the user that called in is listed on the account, it…

    57 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  2. When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…

    45 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  3. When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
    If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
    The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
    Thank you

    39 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  4. Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    39 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  5. It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again

    35 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  6. When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa

    33 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  7. do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.

    30 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  8. Need the ability to export IVR Studio so they can be shared and imported.

    27 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  9. 26 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  10. I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?

    25 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  11. Need the ability to export Agent Script from Studio so they can be shared and imported.

    24 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  12. After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    24 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  13. It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    23 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  14. Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?

    23 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  15. Add VDI plugin for MAC users

    23 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  16. Suggestion is to offer simultaneous ring capability in RingCX, similar to what is available in the MVP call queue. In RingCX, the current routing options are Round Robin, Sequential, Percent Allocation and Geo Location.

    20 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  17. Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…

    20 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  18. ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.

    19 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  19. Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in

    19 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  20. The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…

    18 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
← Previous 1 3 4 5 30 31
  • Don't see your idea?