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306 results found

  1. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -    Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -    Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    …

    42 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options

    The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.

    34 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  3. RingCX Digital Message Notification Improvements

    Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.

    Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.

    However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.

    To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.

    36 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. User greeting in RingCX Agent.

    Ability to personalize the greeting before answering the call per agent user.

    32 votes
    Future Consideration  ·  10 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail

    The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.

    This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator

    While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…

    21 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Seamless Digital Interaction Transfers to Another Agent

    Agents require the ability to transfer a digital interaction easily and directly to another agent. This functionality is currently unavailable in 'My Messages' (Routing Mode) without the creation of personal queues for agents.

    However, personal queues are not always a viable option because they:

    • Substantially increase the Level of Effort for both initial implementation and ongoing maintenance.
    • Overcomplicate Analytics and Reporting, as interactions for a single channel are spread across multiple queues, which significantly hinders effective analysis.
    • Pose a risk that interactions could be missed or lost in the event of an unexpected employee absence if forwarded to a personal…
    14 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership

    Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

    I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

    This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…

    19 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    52 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Ringcx voicemail Email notification includes transcript of the voicemail

    Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    26 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
    How important is this to you?

  10. RingCX - Option not to count outbound queue calls within inbound reporting stats

    Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    25 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…

    42 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Improvement with the CX queue voicemail options.

    CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.

    20 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  13. dashboards data refresh time

    customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    59 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Dark mode feature

    We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

    35 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. RingCX- Ability to upload Audio File and change the system default audio

    RingCX- Ability to upload an Audio File and change the system default audio

    5 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. RingCX Analytics Platform

    Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.

    4 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Adjustment - Cancel call transfer Label

    Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):

    when making a transfer:
    put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,

    then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:

    in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
    "Cancel Transfer : EXtension xxxx" .

    17 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Ability to cancel or extend after call wrap

    Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…

    51 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. exclude specific area code in local connect

    Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Hide SFTP credentials in the RingCX Recording Delivery

    Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them

    7 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
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