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  1. Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).

    Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.

    As it stands, we have the current metrics for refusals:

    Refusals
    % Refusal Time
    Refused Time…

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  2. Allow CX agents to have the option to present a withheld number on outbound calls.

    1 vote

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  3. add the ability for the caller to make notes that are important to their next contact with the lead

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  4. When viewing a real-time dashboard in RingCX, the viewer should be able to take a snapshot of the dashboards current state and export it for reporting on real-time activity.

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.

    Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.

    1 vote

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  6. Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.

    Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.

    1 vote

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  7. Hello Team, Supervisor/agent need to assign the callback to the different agent one by one. In our case every agent have approx 100's of callback. Can you open the features to assign this callback in below manner. 1. Assigning bulk callback to another agents 2. Assigning callback to the Queue & routing in round robin method.

    1 vote

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  8. Customer want to remove prefix when a caller is contact the main number and the call is being routed to Call Queue

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  9. RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.

    Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.

    This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.

    1 vote

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  10. Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.

    Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.

    Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.

    1 vote

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  11. Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.

    Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.

    This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.

    1 vote

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  12. Ability to allow call recording to record those calls that were missed/ unanswered

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  13. Details of the enhancement: Customer wants to put a feature enhancement request for the new Dashboard where in when he tries to share the Dashboard to other agents via Project mode, the agents need to see the changes that he made on the Dashboard real-time.

    What problem are you trying to solve or what problems does the current functionality cause? For agents to be able to see the changes made in the shared Dashboard via project mode

    What steps did you take to get there?
    1. Login to Contact Center portal.
    2. Click Applications>Dashboards.
    3. Select desired shared dashboard from…

    1 vote

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  14. This is not to show the current status of an agent from Max's Address Book/My Team list from an agent's display. This is for the purpose to avoid call avoidance and other acts that dodges the queue.

    1 vote

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  15. Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

    1 vote

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  16. When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view

    1 vote

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  17. There seems to be a lot of overlapping ideas. Is there a review process to combine similar ideas. there by letting your team know that is really important. there are over 7000 ideas, some of them must be the same.

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  18. Customer wants to have the ability to dial out other agents or user extensions on CXone Agent in Contact Center. Currently, customer can only dial phone numbers on CXone Agent.

    1 vote

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  19. When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.

    1 vote

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  20. Require the option to select ALL in the Emergency Response Location on Bulk Enable Template. This is just to provide ALL the locations within the Template download in Excel. I realise that it is restricted to only 50 at a time but it is quicker and easier to add them in Excel than on the RingCentral Platform.
    But basically see my screenshot attached I would just like the option to select ALL option for the Emergency Response Location similar to what you can select on the Role or User Template so that when Bulk uploading I can choose the correct…

    1 vote

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