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Contact Center & RingCX

Contact Center & RingCX

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46 results found

  1. Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    3 votes
    How important is this to you?
  2. When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"

    Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means

    7 votes
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  3. To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

    6 votes
    How important is this to you?
  4. The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

    4 votes
    How important is this to you?
  5. This account would like to have the ability to view the entire email thread and not only leave the newest message.

    3 votes
    How important is this to you?
  6. Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

    4 votes
    How important is this to you?
  7. Currently, a voicemail workflow requires callers to input DTMF presses to "save" or "rerecord" a voicemail recording. Instead, only the "rerecord" should be an option, and the system should automatically save the recording without needing additional inputs from the caller. The updated functionality would align with how customers and callers expect a voicemail box to operate - without needing extra steps; this is especially a pain point if follow-up notifications are sent with the recording, but callers hang up before saving, thus never processing anything to forward.

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

    11 votes
    How important is this to you?
  9. Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.

    13 votes
    How important is this to you?
  10. RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes
    How important is this to you?
  11. 1 vote
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  12. Ability to fast forward or rewind while listening to call recordings in RingCX

    5 votes
    How important is this to you?
  13. The customer is requesting to have an option to send SMS in RingCX.

    1 vote
    How important is this to you?
  14. We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX

    1 vote
    How important is this to you?
  15. When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."

    This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.

    2 votes
    How important is this to you?
  16. if a customer is having agent A on a call.

    Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

    the main request here is to let the initial party disconnect the 3rd party…

    7 votes
    How important is this to you?
  17. The customer would like a solution wherein they have the option to choose the caller ID Name when making an outbound call using RingCX. As per default, the only caller ID that appears is the phone number which cannot be modified by a specific name.

    2 votes
    How important is this to you?
  18. 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?
  19. 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
    How important is this to you?
  20. Add SLA % in the RingCX Historical Data Report, same formula with the one in Custom-Real Time Dashboard Tab. The SLA% doesn't match the Queue Service Level.

    2 votes
    How important is this to you?
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