20 results found
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Calls should return with specific reasons such as invalid, rejected, blocked, and declined
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
6 votes -
RingCX voice recording
Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.
11 votes -
SLA%
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 -
API integrations with Zapier and Zoho
Add API integrations with Zapier and Zoho, this will allow easier/simpler api management for small to medium buisnesses
2 votes -
Bulk Change Errors
When making a bulk change in RCX, error messages pop up stating the change couldn't be completed. After testing and verifying the change is completed and this error only pops up if there is an inactive user associated with it, update the error message to be more specific to what isn't being completed.
1 vote -
Pulse for RingCX & RingSense for RingCX "Word Alert"
Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available
9 votes -
Retain Role In RingCX When Modiying Role In RingSense
Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.
Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.
1 vote -
Analytics
I wanted to have an option to filter the skills/queue in analytics in RingCX.
1 vote -
AI-based automated translation tool in RingCX digital channels
Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.
5 votes -
Capturing and Archiving RingCX Voice Mail in RingSense for RingCX
Currently RingSense for RingCX associates call recording to agents involved in the interaction.
To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…4 votes -
Improvements to Ignored Message Functionality
The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.
4 votes -
Correct inconsistent experiences in Agent Scripting Editor
Several areas of the agent scripting editor are not consistent with the UI of IVR scripting. Editing properties of a widget window, widget naming, JavaScript editor window, etc.
2 votes -
Prevent Stuck Voice Calls with no Disposition
There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.
2 votes -
More Flexibility in WFM Pro
It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.
3 votes -
Chat Feature to add to company website
It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.
1 vote -
Independent Evaluation Not Tied to an Interaction
We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.
2 votes -
Scheduling tool similar to calenderly or mixmax
I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.
3 votes -
I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.
Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
4 votes -
Give both transferrer's details and the number being transferred to the receiving agent
Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…
1 vote -
click to dial feature for - RingCentral Contact Center Voice
RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature
1 vote
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