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Contact Center & RingCX

Contact Center & RingCX

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  1. 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

    103 votes

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  2. 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

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  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

    47 votes

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  4. 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…

    47 votes

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    0 comments  ·  Other  ·  Admin →
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  5. This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

    44 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  6. The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.

    43 votes

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  7. 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…

    40 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  8. Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

    39 votes

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    Planned  ·  2 comments  ·  RingCX  ·  Admin →
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  9. Need the ability to export IVR Studio so they can be shared and imported.

    35 votes

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  10. 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

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  11. 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.

    34 votes

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  12. 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

    33 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  13. 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.

    32 votes

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  14. Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    32 votes

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  15. Ryder utilizes both RingCentral MVP and RingCentral Contact Center.Many internal and external calls come into the CC and need to be transferred or forwarded to the MVP users.Also, many times a call could come into MVP user and require a transfer into the Contact Center.RingCentral cannot provide a single, seamless report to report this cradle to caller journey.

    31 votes

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  16. WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    30 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  17. 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

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  18. Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    27 votes

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    0 comments  ·  RingCX  ·  Admin →
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  19. Need the ability to export Agent Script from Studio so they can be shared and imported.

    26 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  20. 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

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