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Contact Center & RingCX

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1527 results found

  1. Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In…

    12 votes
    How important is this to you?
    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    12 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.

    Bare minimum would be a session timeout applied to all user on RingCX.

    A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
    Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.

    12 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  3. Feature Request: Continuous Call Monitoring

    Description:

    Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

    Key Components:

    Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

    Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…

    12 votes
    How important is this to you?
  4. Request is for an automatically redundant way to deliver calls to the Contact Center when a disruption occurs, which could be software or transport. It could be an audio path in the SBC that route the inbound calls from RingEX to RCCC and, if RCCC is not available, then those calls can route to an RC UC hunt group and still be delivered to those agents.

    12 votes
    How important is this to you?
  5. Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…

    12 votes
    How important is this to you?
  6. When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.

    12 votes
    How important is this to you?
  7. It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.

    12 votes
    How important is this to you?
  8. Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.

    12 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  9. Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.

    12 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  10. After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.

    12 votes
    0 comments  ·  Other  ·  Admin →
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  11. Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.

    11 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  12. Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
    Delete the "Update agent status" line.
    On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".

    11 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  13. Feature Request: Persistent Login for RingCX Salesforce Agent
    Description:
    The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.

    Current Behavior:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Salesforce session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    11 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  14. Mass delete inbox in RingCX/Engage Digital

    This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
    -purge threads based on specific criteria from the email, allowing them to target the spammer
    -enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…

    11 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  15. Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

    11 votes
    How important is this to you?
  16. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

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

    Thank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?


    For instance:

    • Are you looking for agents to handle multiple calls simultaneously?
    • If so, could you elaborate on why this is needed and how it aligns with your workflow?
    • Are there particular use cases or challenges you’re trying to address with this feature?

    Your input will help us gain clarity and ensure that we can address your requirements effectively.

  17. This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    11 votes
    How important is this to you?
  18. AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.

    11 votes
    How important is this to you?
  19. It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.

    11 votes
    How important is this to you?
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