124 results found

1. 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- instead of 2 clicks -current situation when auto answer is disabled)

   I attached a screenshot to show what feature I'm referring to, and potentially we need to distinguish between auto answer for inbound and auto answer for outbound.

   thanks

   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-… more

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   31 votes

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   Future Consideration  ·  4 comments  ·  RingCX  ·  Delete…  ·  Admin →
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2. 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.

   44 votes

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   Future Consideration  ·  3 comments  ·  RingCX  ·  Delete…  ·  Admin →
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3. Allow Using the Hold Button on the Desk Phone

   Need to be able to use the Hold Button on the user Desk phone for RingCX call backs

   -hold button on desk phones works properly for everything except for RingCX callbacks
   -current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files

   35 votes

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   Future Consideration  ·  5 comments  ·  RingCX  ·  Delete…  ·  Admin →
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4. 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" .

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   16 votes

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   Future Consideration  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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5. In-Queue-Callback Number Restriction To Prevent Misuse

   The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

   However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

   To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

   25 votes

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   Future Consideration  ·  3 comments  ·  RingCX  ·  Delete…  ·  Admin →
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6. Delay in the event after "Single Play Audio"

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   Expected behavior
   There is no delay after the end of playing 2 files.

   Adding additional details:
   Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

   Can we consider this as a feature request to meet the customer's expectation?

   There should be no delay after the end of playing 2 files.

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   … more

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   16 votes

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7. 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 will reduce efficiency in the call center.

   Issue 2 - If an agent needs additional after call work time without dispositions, there is no way for the agent to manually extending that post call work timer without making themselves unavailable when the timer expires. Requiring the agent to change their state breaks the true handle time for the call since the agent state is not calculated against the previous call when they do this.
   If you use dispositions instead, in many cases, requiring dispositions as an alternative are not a viable option as it would require an agent to take action after every call and could potentially lead to inefficiencies or agents forgetting to dispostion at the end of the call to go available.
   There needs to either be a way of extending the after call work time ad-hoc at the agent level or a way of combining a defined agent state against handle time.

   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… more

   35 votes

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8. RingCX - Survey report

   The ability to get a report on surveys both for voice and digitial.

   Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

   25 votes

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9. Dashboard view modification

   Please add an option to hide the extra part at the bottom for the real-time dashboard.

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   22 votes

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10. 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.

    9 votes

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11. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

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    17 votes

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12. Wrap Time / After Contact Work

    After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    42 votes

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13. Custom callback prompts

    We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

    3 votes

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14. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

    Feature Request: We request that the RingCX Analytics system be enhanced to:

    Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
    Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
    Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
    Use Case:

    User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
    Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
    Benefits:

    Improves consistency in transcript availability across all supported channels in RingCX Analytics.
    Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
    Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
    Technical Considerations:

    Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
    Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
    Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
    Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

    Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

    Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other… more

    5 votes

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15. Call journey report for RCX

    Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    35 votes

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16. AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.

    Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing improvement. NOTE: this feature would require read API’s from RingCX to RingSense, perhaps creating a new Sentiment Routing Node in IVR Scripting Last Interaction Disposition Summary Routing Building on the Disposition Summary, using the previous interaction summary in Pre-Queue review to understand the last subject matter and where the customer should queue to. In other words, as the caller enters the Queue, prior to signaling the agent understand where the customer could be directed. In digital interactions RCX AI could pre-read the interaction/request and target the optimal answering point “Queue” down to specific agent.

    Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing… more

    24 votes

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17. RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

    RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

    3 votes

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18. sort supervisor view by team

    When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

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    4 votes

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19. Queue Answered seconds rate in RingCx Historical report

    Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one

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    9 votes

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20. Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard

    Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which users are currently associated with specific skills or queues.

    Queue Activity Monitoring:

    Visualizes real-time call volumes for specific skills or queues, including calls currently waiting in queue, maximum wait times, and SLA breaches.
    Presents queue statistics, such as active agents, occupied vs. available agents, and average handling time (AHT) for the queue.

    Queue Intervention (Call Grab) Capability:

    Supervisors or agents with permissions can manually grab calls from specific queues to handle high-priority or time-sensitive interactions.
    This feature would prevent SLA breaches and improve overall customer service efficiency.

    Custom Alerting and Notification Mechanism:

    Triggers alerts when certain thresholds are reached (e.g., queue wait time exceeds X seconds, SLA at risk).
    Real-time notifications for critical states such as when no agents are available or calls have exceeded a set maximum wait time.

    Use Cases:
    Supervisors need real-time insight into agent availability and queue status to allocate resources efficiently during high call volume periods.
    Agents with permissions can directly intervene and grab calls from queues to assist during emergencies or high SLA risk situations.
    Queue alerts help prevent SLA breaches by alerting supervisors when intervention is needed.

    Expected Business Impact:
    Reduced SLA breaches by empowering agents and supervisors with real-time queue insights and manual intervention capabilities.
    Improved customer experience with faster response times and dynamic queue management.
    Operational efficiency gains by consolidating multiple monitoring and action interfaces into one streamlined dashboard.

    Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which… more

    3 votes

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