Skip to content

Contact Center & RingCX

Contact Center & RingCX

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

508 results found

  1. Description:

    • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

    However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

    Feature Request:
    • We propose introducing a more appropriate default system state for these specific conditions (e.g.,…

    52 votes
    New  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  2. To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

    Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

    41 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  3. Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.

    24 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
  4. The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.

    24 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
  5. The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management

    24 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  6. Description:

    Feature Request: Enable agents to view the real-time status of other agents in the queue.

    Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

    Details:

    Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
    Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
    Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
    Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
    Use Case: In a small office…

    46 votes
    New  ·  2 comments  ·  Contact Center  ·  Admin →
    How important is this to you?
  7. RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,…

    173 votes
    New  ·  12 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  8. We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.

    23 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  9. Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.

    23 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?
  10. customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.

    38 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  11. We would like the ability to search by campaign dialing groups in Ringsense

    38 votes
    New  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  12. Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.

    34 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?
  13. Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

    31 votes
    New  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  14. Request:
    The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.

    Scenario:
    An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.

    23 votes
    New  ·  6 comments  ·  Contact Center  ·  Admin →
    How important is this to you?
  15. Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

    19 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  16. There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

    Please see the screenshots.
    If a number is formatted in 3 different ways as it's used in RCX:
    (734) 279-2221
    17342792221
    734-279-2221

    When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or…

    19 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  17. 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.

    16 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  18. 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.

    17 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  19. When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.

    Example:
    Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
    The VM call from caller ID is from 734-999-9999.

    That number is associated with John Smith, a customer profile visible from a previous interaction
    with that customer.

    We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…

    27 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?
  20. 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?
← Previous 1 3 4 5 25 26
  • Don't see your idea?