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1477 results found

  1. Viewing Agent Email Responses in RingCX

    At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.

    Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:

    A searchable log of outbound email replies

    The ability to view the…

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Ability to utilize the same functionality across both the RingCX internal features and the RingCX phone directory

    Ability to utilize the same functionality across both the RingCX internal features and the RingCX phone directory

    The customer wants the RingCX application to ring when transferring calls using the RingCX phone directory.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Have an Supervisor close/disposition a chat via Supervisor Dashboard

    As a supervisor "Supervisor Dashboard" I’ve got to have an option to end/close a chat so it removes completely from the operator’s “My messages” and frees the space for new chat.

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  4. Supervisor having the ability to Transfer the interactions under supervisor Dashboard

    Under the Supervisor menu, chats cannot be transferred to a specific agent in a way that notifies the agent via the "My Messages" section.

    Desired Behavior:
    When a chat is reassigned to a specific agent via the Supervisor menu, the system should generate a notification under the agent’s "My Messages" to inform them that the chat has been routed to them.

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  5. Remotely change Hours of Operation Branch Override in Nice InContact

    In an emergency (i.e. fire alarm requiring a site evacuation) it would be useful to be able to set the Nice InContact Hours of Operation Emergency Branch Override remotely. That way Contact Center calls could be routed elsewhere during the emergency.

    Even if it's a script created in a Studio that could be triggered by calling a number ?

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  6. Creating Cases in RC that will go Directly to Incontact

    Customers to have the option to create a case on RingCentral that will go directly to NICE Incontact side.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. RingCX - More Detail on ACD Callback Unaccepted Metric

    If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
    This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
    Suggest to expand the Callback results to include more granular scenarios such as
    "Inbound ACD Callback Unconfirmed CallerID"
    "Inbound ACD Callback Duplicate Request"
    This will allow contact centres to have a significantly better understanding if they are accurately…

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. display extension

    We would like the ability to have department and extension visible for the CID. There is currently only a max character count of 14 which wont fully allow for both extension and department to be displayed.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  9. Voice Queues: Visibility to all Queues but by default only see the ones assigned to

    • When logging in, agent has visibility to all queues and they have to unclick all markets queues that not assigned to so only see the ones actually assigned to
    • Don't want to take away the ability to access all the other market area queues (example: FL dispatchers don't have internet due to hurricane, need to be able to select the FL queues to help them out)
    • By default only see the queues the agents are assigned to
    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Display Break and Lunch Schedules in RingCX

    Have the ability to display the users break/lunch schedule when a user logs in to RingCX

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Show caller ID when Transferring Calls

    The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.

    1 vote
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  12. SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  13. SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    SPOG application: The customer requested to disable the option that triggers a pop-up when an outbound call is answered.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  14. copy callid

    Can there be a separate button to copy the Call ID, instead of using the 3 dots, then copy call ID?
    It would be even better if the call ID is displayed in the history -> call details. This can be a combined solution, to display the full call ID + copy sign next to it.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Allow for contacts to be sorted and displayed by last name

    Allow for contacts to be displayed and sorted by last name

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. Option to change username on RingCX

    Option to change username on the RingCX

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Add Global Hotkeys

    The RingCentral Windows OS desktop app does not have the ability to use or set global hotkeys to do tasks such as answer or end calls. This would be extremely helpful to have the ability to answer or end a call no matter what active window I'm in so I don't have to fumble around to find the active RingCentral window to answer or end a call.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  18. Email Notification with details

    IP address, store location (customer) and display chat transcripts for all the chat interaction will be send to the clients email address. Since this is the current set-up of the customer.

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  19. Ring When Emails and Chats are Transferred

    Ring Central does not currently ring when an email or a chat is transferred to another team member. I would like to see ring central implement the ringing functionality so that the user receiving the transfer is alerted to the new email or chat.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  20. Prioritized Internal Transferred Call Over External Calls When There Are Calls Waiting In Queue In RingCX

    Customer wants to prioritize internal transferred calls over external calls when are there calls waiting in queue so that the calls from their internal agents can be answered immediately in RingCX platform.

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