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53 results found

  1. Change agent state through Max Supervisor

    When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa

    107 votes
    Planned  ·  19 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

    This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

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

  3. Dequeue setting per queue

    Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

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

  4. RingCX Call Details "Call Termination by Agent or Caller"

    It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

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

  5. Position in Queue Announcement

    In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.

    38 votes
    Planned  ·  6 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Internal chat for supervisors and agents

    Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    36 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
    Planned  ·  Michelle responded

    This will be addressed as a part of the Single Pane of Glass initiative.

  7. WCAG (Web Content Accessibility Guidelines)

    WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    36 votes
    Planned  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Call journey report for RCX

    Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    36 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Ability to export Agent Script from Studio

    Need the ability to export Agent Script from Studio so they can be shared and imported.

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

  10. Ability to do Screen Recording / Standalone Screen Recording

    Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

    14 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  11. CNAM for RingCentral Contact Center

    CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.

    13 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  12. Option in Agent Interface to request supervisor assistance

    Agents in RCCC do not currently have a request assistance option for the agent to request supervisor support during an interaction. The request would be to build in a "Request Assistance" feature into the agent interface so the agent can initiate the request with messaging if assistance is needed from a supervisor. This should notify the supervisor that the agent is in need of assistance and allow the supervisor to communicate back to the agent and, if needed, join the conversation.

    10 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  13. RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)

    Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    8 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Native Integrated Virtual Agent (digital & voice)

    Intuitive and self service IVA setup

    8 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  15. Simplified licensing & SKU model through a quote builder

    8 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  16. Multi-lingual support

    The ability to support other languages beyond English not just within features, but at the interface level.

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

  17. Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital

    Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.

    7 votes
    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  18. RCV integration with RingCentral Contact Center

    Request is for the ability to escalate phone interactions into video calls/meetings to drive customer engagement further. Customers would like analytics around how video escalations and video queues are used in their environment. Video queue example: Bank branches can have a screen to engaged with, that will enter that contact into a queue and have a 2-way video conversation with an agent.

    7 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  19. recording system that flags calls that use inappropriate language

    Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used

    7 votes
    Planned  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  20. Auto text to customers when call is unanswered

    It would be great if customers would receive an auto text if their calls to us go unanswered

    7 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
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