26 results found
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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 -
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 -
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 -
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 -
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 -
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 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 -
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 -
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 -
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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Engage Digital Analytics Designer - Export to .pdf misses information
When you export a report as a .pdf file from the Analytics Designer it only ever exports a 1 page .pdf regardless of how much data is on the report, so if the reporting data makes up more data than can fit on 1 page of a .pdf all of that extra data is left off the report.
1 vote -
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 -
In PC Classification 16 ERROR is not a variable in retries (Skill Configuration)
If you can't tell me why CLASS 16 is happening I sure ought to be able to retry the error multiple times. There are probably other classifications not in Retry config so why not get them all in there with this submission.
1 vote -
Contact History report Start Time is an unknown Timezone
Start Time:3/29/2022 17:54Why can't all time columns show the timezone or be the same across all platforms. Seriously this is a joke. It is UTC is it MT is it ET.....
1 vote -
RingCentral and InContact do not share data - InContact (PC) and RingCentral do not share data
While using PC in InContact we have had instances where the RingCentral App drops the connection (Red X in the Connection) drop the PC does not know the agent is not online or does not have a connection and keeps feeding calls to the agent. The caller hears static and the agent see quick dispositioning.
1 vote -
Call recording data is IMPOSSIBLE to match between InContact or RingCentral App and our storage
The naming convention between RingCentral app recordings, Archiver, and the files I receive cannot be matched. This will be the fundamental reason we leave RingCentral because recordings are mandatory in our business
1 vote -
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 DNIS changes added to the Audit Log
Please add DNIS changes to the audit log so we can see when a DNIS was changed, by whom, and what the change was.
1 vote
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