289 results found
-
Ability to export Agent Script from Studio
Need the ability to export Agent Script from Studio so they can be shared and imported.
25 votes -
Allow supervisors to change an agent's state
The ability for the supervisor to change the agent state. For instance, if an agent is available and on a call and the Supervisor wants to talk with them immediately after that call, make them unavailable so they don't get another call. Changing the unavailable reasons may also be helpful to have accurate reporting if an agent chose the wrong reason code. A similar ask is to be able to force an agent available (but supervisors would need to be sure the agent was there and ready for calls/interactions.)
10 votes -
RingCX -- Integration with MVP / RingEX Improvements
The integration with MVP/RingEX and RingCX is better than CXOne (Max Agent) but still needs significant improvement.
The biggest point of need is they need to operate under the same pane of glass. Either the MVP / RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.
The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.
You cannot see MVP queues…
8 votes -
Supervisor actively monitoring should be able to record
When a supervisor is actively monitoring an agent's call, they have the option to coach or barge-in. Supervisor should also be able to record that call to share with the agent later and do post-call coaching on improving the customer experience
8 votes -
Change color of lettering to red when agent goes into RNA Status.
When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.
6 votes -
RingCX Queue Event- Alarm Notification "send to device"
It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…
6 votes -
Admin role to have ability to log out agents
An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.
5 votes -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.5 votes -
RCX - Ability to have agents share my stats to sup at end of shift without exporting full page
Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)
4 votes -
RingCX Estimated Wait Time API
It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.
Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy
This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.
5 votes -
RingCX AHT Custom Formula
Currently AHT is computed using the formula:
AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)
Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.
Since agents are still working on an interaction while on away state, this should be included in the AHT computation.
If possible we can create a custom report / formula.
5 votes -
Direct agent routing / prefered agent
We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.
Use case : account manager would be the prefered agent based on the customer who call.
At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature…3 votes -
RingCX/RCO-MVP Enable Telephony Service (TAS Enable) with CC Exception
Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
• Caller ID Name (CNAM) is stripped off and not delivered to CC
• Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
• With TAS Bypass enabled Agents are not able to use RingSense for Phone and or…6 votes -
Set Cold Transfer as Default
Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.
7 votes -
Engage Voice Call Recording
Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.
6 votes -
Include Name & Number in Caller ID
Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.
10 votes -
Allow Manual calls only for internal calls
To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external
4 votes -
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have th
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:
Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.
Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.
Any other pertinent information to be included (i.e. number of incoming caller, etc.)
3 votes -
Automatically change the status to Wrap during wrap-up time in RingCX.
This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.
7 votes -
International minutes bundle for CX
It would be helpful to have an international minutes bundle for RingCX.
4 votes
- Don't see your idea?