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1472 results found

  1. Stay on Call - Call Transfers - Toggle Feature

    A lot of users do not like that they have to unselect the "stay on call" box when cold transferring. In our usage of EngageVoice, we direct all users to cold transfer because we utilize a chat program to inform of the incoming call beforehand. We would like to be able to toggle this feature on or off by default at the account level.

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

  2. Make voice transcripts visible to agents in RingCX

    RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.

    Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.

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

  3. Customer Journey Cradle-to-Grave Report

    The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.

    16 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  4. WFM Pro - Able to sort the schedule by agent/start time

    When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.

    16 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. Allow transferred emails to keep their place in queue

    In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbox. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone transfers an email, it could cause serious delays in the customer receiving a response. This is most common when we receive emails in our general support inbox that should have been sent to…

    16 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. Quality Evaluation - ability to update / delete comments

    When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Draft, you are not longer able to overwrite the comment either.

    16 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  7. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

    Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

    Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

    This function needs to exist so that our Agents can better identify our customers as the call in.

    15 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.

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

  9. Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers

    When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.

    Steps to Reproduce:
    • The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
    • The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
    • However only the second agent's note will be left saved in Salesforce

    Background:

    • The Phone app…

    15 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  10. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    15 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  11. RingCX within India

    RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

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

  12. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have th

    Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

    1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

    2. Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.

    3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

    15 votes
    0 comments  ·  RingCX  ·  Admin →
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  13. Support Edge Browser

    Currently Edge is not supported. Request to have it officially supported.

    15 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. WhatsApp Outbound API

    Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).

    15 votes
    2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. CC - prebuilt report - ability to resize columns

    several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.

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

  16. QM – Evaluation Notifications – More Than One User

    When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.

    15 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  17. Auto detect calling number

    When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.

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

  18. Seamless Digital Interaction Transfers to Another Agent

    Agents require the ability to transfer a digital interaction easily and directly to another agent. This functionality is currently unavailable in 'My Messages' (Routing Mode) without the creation of personal queues for agents.

    However, personal queues are not always a viable option because they:

    • Substantially increase the Level of Effort for both initial implementation and ongoing maintenance.
    • Overcomplicate Analytics and Reporting, as interactions for a single channel are spread across multiple queues, which significantly hinders effective analysis.
    • Pose a risk that interactions could be missed or lost in the event of an unexpected employee absence if forwarded to a personal…
    14 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

    We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

    By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

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

  20. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    14 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
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