31 results found
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RCX Co-Browse option to view other browser windows / tabs
Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality
11 votes -
RCX - UX - customize buttons - fonts - position - icon
customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons
10 votes -
Simultaneous Call Queue Overflow to another Simultaneous Call Queue
Within the UC portal, it would be really useful if we can have a Simultaneous Call Queue Overflowing to another Simultaneous Call Queue. Only being able to use Overflow on Rotating Call Queue is very restrictive.
7 votes -
need to create a report that shows all SMS activity by line
need to create a report that shows all SMS activity by line
7 votes -
Process RingCX Digital Emails by FIFO
Our customers want to make sure emails that are received by the platform first are delivered to agents to handle first.
6 votes -
Option on Admin UI to extend agents auto disposition timeout
Currently if you select the option auto disposition on time out within a disposition , you can only select one time frame for that option. What we need is an option for the admin to extend the disposition time out with a button on the admin ui .This would allow the admin to extend the time the agent has to input the correct disposition,
3 votes -
Engage Digital - New Email Message should route back to agent that started similar to reply
When a user creates a new email message on the platform within a channel by choosing "+ New Message" within the Inbox view if the client replies the system does not treat that as a reply and attempt to route the message back to the same agent that started it, instead it routes to anyone assigned to the category\skill. We would prefer it attempt to route back to the same agent that started the email interaction using the "interventiontarget"\"threadtarget" step of the routing strategy for the time period defined for that step, then move on to the "default_target"…
3 votesWill Not Implement ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This enhancement will be provided within RingCX
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Configurable RingCX Billing Time Zone
Currently, the Ring CX billing time zone feeds over to the Analytics portal, which can cause confusion if the customer wasn't actively engaged when setting the time zone for either billing or analytics. This further adds confusion when assessing data from the platform.
The Analytics time zone can be changed on request but the billing time zone has no way to be updated.
This request is to ensure that billing time zones can be configurable by the customer or upon request by the customer.
2 votes -
Add "New Messages" Folder to the Zendesk/RCX Widget UI for agents visibility
Agents are primarily utilizing the Zendesk RCX Widget to handle contacts. Currently this widget only provides the "My Inbox" view within UI. Would like to add "New Messages" Folder to the Zendesk UI, as by design SMS Messages that reach max routing time durations are sent to this folder. Since agents are using the Zendesk integration, they are unable to manage these contacts after they have been removed from routing mode unless through the RCX account. In order to streamline operations customer would like to remove the need to work out of both interfaces. Adding this functionality to the Zendesk…
2 votes -
RingCX Analytics Reporting
Allow adding multiple copies/columns of the same attribute on the report. ie Agent Script Field Name
2 votes -
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
All Super Admin access should be able to see, access, and reassign the role created by one of the Super Admin users using the RingCX Administrator portal.
2 votes -
Identity Tag Visibility
In RingCX digital interactions, it is easy to see the identity tag associated with a contact. However, with Voice. there is not visibility unless a user scrolls down through the contact card.
2 votes -
Integration with Jack Henry Symitar
Goal is to be able to integrate with Jack Henry Symitar to help Financial Services customers better utilize RingCX.
2 votes -
Ability to connect multiple RingEX to a single RingCX instance
Reasoning - The tenanting / sub account feature of RingCX allows us to bring together multiple customers onto a single RingCX, however there is a limitation with extending this to multiple customers as the ratio of EX to CX is 1:1. If there was the ability to attach multiple RingEX then we could offer a centralised CX service with each repair shop retaining autonomy of their RingEX platform.
Benefit - Reduced PS costs, time to delivery, we can simply add users to an existing tenant, rather than needing new instances to be spun up & need project management etc.
Opportunity…
2 votes -
Ability to paste image in ED instead of attaching file
it's more convenient and efficient if we have the ability to paste image in ED instead of saving and uploading the file to attach.
2 votes -
Access to he WhatsApp Configuration field
Access to he WhatsApp Configuration field using Super Admin User.
I'm submitting this idea in behalf of our RingCentral Deals Desk team. When logged in as a Super Admin User, they are unable to edit Line of Credit for Whatapp. The lack of access to make changes from their end, is forcing them to directly access each customer account instead of and administrator level back door which can be a security issue in the near future.
1 vote -
RingCX Destination Ovverride Missing
Previously RingCx allowed “Destination Override” for agents in the Admin portal for CX. That is no longer located in the same place as previously. We have been informed by the Product team that this feature has been removed. We made critical use of this feature and would like it to be reinstated.
1 vote -
contacts
Enable syncing of contact/address book across all users
hi jess this doesnt work can you please contact me1 vote -
Sound notification when agent status changes to "working" due to network issues
Some agents might have to navigate through different windows while working on RingCX and without them knowing, the network can flutter or the internet speed can slow down causing the status to automatically change to "working", but since the notification only appears on screen and has no sound, it can be hard to realize until the agent opens the RingCX tab back and sees the status. It would be great to have a single sound alert when the status changes to "Working".
1 vote -
To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX
To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX.
Currently if the user profile in RingCX is synched with RingEX extension, if we disable the "Allow Login" option in RingCX and keep the RingEX extension it is reverting back to enabled.
We need to make sure that although the RingEX extension is active, if the Allow Login is disabled in RingCX it should remain disabled until it is manually changed by the admin.
1 vote
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