222 results found
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Tell callers their place in the queue while waiting in a queue
CX needs the ability to play the callers place in the queue ("you are the 12th caller") at any point while a caller is in a queue on hold and waiting for an agent. They should then get the option to continue waiting, have an agent call them back when an agent is next available, or schedule a call back for another time/day. This is VERY typical behavior for contact centers and has become expected by callers.
7 votes -
Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
7 votes -
RingCX Queue/Global Phonebook used for Manual Outbound Calls
Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.
Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.
7 votes -
call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
7 votes -
RCX - ability to disconnect the 3rd party when using transfer or requeue
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me
the main request here is to let the initial party disconnect the 3rd party…
7 votes -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.7 votes -
add calling function when in a chat
It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
Right now you have to copy and paste the phone number to the phone menu6 votes -
Process RingCX Digital Emails by FIFO
Our customers want to make sure emails that are received by the platform first are delivered to agents to handle first.
6 votes -
Vacation accrual calculation to be based on paid hours
In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.
6 votes -
Schedule reminders in WFM for Contact Center
Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.
6 votes -
Mobile app as endpoint of RingCX
When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.
Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.
6 votes -
Send an SMS to customers informing them we are unable to call them back
SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.
SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.
FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
Ability for each client using the service to be able to personalise their own SMS messages to…6 votes -
Feature Request: Report on Transferred Call Destinations in RingCX
I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.
Use Case:
One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.Requested Feature:
Report Type: Call Transfer Destination Report
Details…6 votes -
RCX - Ability to have agents share my stats to sup at end of shift without exporting full page
Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)
6 votes -
RingCX Queue Event- Alarm Notification "send to device"
It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…
6 votes -
RingCX AHT Custom Formula
Currently AHT is computed using the formula:
AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)
Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.
Since agents are still working on an interaction while on away state, this should be included in the AHT computation.
If possible we can create a custom report / formula.
6 votes -
RingCX/RCO-MVP Enable Telephony Service (TAS Enable) with CC Exception
Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
• Caller ID Name (CNAM) is stripped off and not delivered to CC
• Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
• With TAS Bypass enabled Agents are not able to use RingSense for Phone and or…6 votes -
Multiple phone numbers field for RingCX lead list
Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."
6 votes -
Adding Guam phone number
Ability to Add Guam Phone Number - Currently Guam Phone number is not supported and we would like to request to support Guam Phone Number
5 votes -
End Call Tone (RingCX/Salesforce)
When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.
5 votes
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