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Contact Center & RingCX

Contact Center & RingCX

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59 results found

  1. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    13 votes
    How important is this to you?
  2. If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.

    Need to be able to select which queues you are logging into when singing in via SPOG in EX.

    3 votes
    How important is this to you?
  3. A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

    7 votes
    How important is this to you?
  4. For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?

    2 votes
    How important is this to you?
  5. All deflected calls to be presented on the dashboard with details of calls (driver name and telephone number)
    Feature request - Feature modification of existing abandoned campaign mapping to fit the ask

    2 votes
    How important is this to you?
  6. Similar to "What's next" in RCCC, agents have difficulty tracking chats in the queue. While we have My Stats to monitor this, when agents navigate to My Stats to check, it deletes all that was previously typed.

    3 votes
    How important is this to you?
  7. We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

    5 votes
    How important is this to you?
  8. As an organization that relies heavily on efficient contact center operations, the ability to quickly and flexibly manage dialing strategies is crucial. While the current system provides a stable and functional environment, one major limitation continues to hinder operational efficiency — the inability for client administrators to configure their own dialer ratio settings.

    Currently, any adjustment to dialing ratios requires submitting a support ticket, resulting in unnecessary delays and increased dependence on external support teams. This not only slows down the optimization process but also limits the agility that contact center managers need to adapt to fluctuating call volumes, agent…

    2 votes
    How important is this to you?
  9. Ability to fast forward or rewind while listening to call recordings in RingCX

    8 votes
    How important is this to you?
  10. 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.

    5 votes
    How important is this to you?
  11. 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?
  12. Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.

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

    14 votes
    How important is this to you?
  14. We would like to have the ability to transfer to a RingEX extension from RingCX SPOG

    1 vote
    How important is this to you?
  15. Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.

    2 votes
    How important is this to you?
  16. Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.

    1 vote
    How important is this to you?
  17. 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?
  18. 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?
  19. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

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

    Thank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?


    For instance:

    • Are you looking for agents to handle multiple calls simultaneously?
    • If so, could you elaborate on why this is needed and how it aligns with your workflow?
    • Are there particular use cases or challenges you’re trying to address with this feature?

    Your input will help us gain clarity and ensure that we can address your requirements effectively.

  20. 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?
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