281 results found
-
Call Recording Retrieval Options
Create a widget in historical Reports to easily pull call recordings for the past few days.
1 vote -
Simplify Holiday Scheduling
Would like to be able to shift their queue schedules in a week to the next day when there is a holiday. Have already looked into business hours override, but would like a more simplified approach.
1 vote -
Separate Elapsed Times
Driver calls Dispatch, Dispatch calls customer, Driver hangs up. Need two separate elapsed times: One for driver and one for customer... another phrasing: when dispatcher makes secondary call, WM needs the elapsed time for the call with the driver and the elapsed time for the second call to the customer.
1 vote -
Keypad Pop-Up
Driver calls Dispatch, Dispatcher goes to call customer. Need the keypad to pop up automatically to allow less clicks.
1 vote -
API Update to show Customer's Phone Number
Ability to show the Customer's Phone Number on the dispatcher's screen when the driver calls. Looking for an additional RCX field to pull from the API to show the customer's number.
1 vote -
Exporting Agent Access Information
WM would like adhoc downloadable report with the following columns of data:
First/Last Name
Voice Queue Name
Rank Within Queue
Digital Queue Name1 vote -
Change Text Queue List Visibility
Ability to turn off or on list of text queues for dispatchers.
1 vote -
Instantly flagged for token renewal
The request is to instantly flag the need for token renewal. When a platform such as Instagram, Facebook does some update, the RingCX connected to it may be flagged of changes possible renewing the token from RingCX end.
2 votes -
Feature Request : Dialer: Fallback Handling if Agent Doesn’t Answer
Additionally, the customer requested the following feature:
If a broadcast-detected live answer is routed to an agent, and the agent fails to answer,
They want the call to be automatically forwarded to a RingEX AI Agent (or another fallback destination), instead of being missed entirely.
2 votes -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
Attachment limit increase
Increase the attachment limit for the customer and their clients to attach files more than MB
2 votes -
Notification for hold duration
When caller is on hold by the agent, RingCX will be able to notify both agent and supervisor about the ongoing hold duration that can be set on the hold settings.
Notification that can be configured as pop up or email.2 votes -
Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
Category: Analytics & Reporting
Affected Component: RingSense → Coaching → Scorecard → LeaderboardCurrent Limitation
• The Leaderboard only reflects average scores derived from manually scored Scorecards.
• AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.Proposed Enhancement
- Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:
• Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:
Average Score per User
Number of Scorecards per User- Adapt Calculation Methods for Yes/No Response Types:
•…
5 votes -
Call queue extension and Phone numbers must also display in the RingCX Corporate directory
When searching the Phonebook directory in RingCX, both the queue extension and the associated phone number should be displayed—even if the number is directly linked to the RingEX Call Queue group extension. The customer requests that the RingCX directory experience mirror the behavior and data visibility currently provided in the RingEX directory.
Current Behavior:
In RingCX, when users search the Phonebook directory, only the call queue name and extension are displayed. The associated phone number is not shown, even if one exists.Expected Behavior:
While using the keypad in the RingCX app, as users begin typing a queue name, the…1 vote -
dial number
Have the ability to keep the main phone number but change the dial to number. Sometimes a customer wants us to call them on their cell phone but we need to keep the associated phone number with the account.
1 vote -
Hiding Call Queue Extensions in Company Directory CX
Currently today, we are able to hide a queues extension on the EX side but this does not translate over to CX. When searching for a contact, we see all of our queues extensions on the CX side. It would be so helpful if CX behaved like EX in this case where it follows the setting in EX to hide that information.
1 vote -
restrict permission to view digital Interaction.
customize the visibility of the message bar on a per-user basis
1 vote -
Automated way to move a campaign from one dialgroup to another once all leads were completed
It would be better to have an automatic way to move a campaign from one dialgroup to another once all leads were completed so that it can make admin task much easier.
1 vote -
COUNTING REQUED CALLS IN TOTAL
Include ALL incoming calls to be counted in "presented" call total regardless of if they were transferred or sent as a reque. This will allow us to see all calls answered.
1 vote -
Apply no agents behavior if a caller is in a queue waiting and all agents sign out (end of day is best use case)
Apply no agents behavior if a caller is in a queue waiting and all agents sign out (end of day is best use case)
1 vote
- Don't see your idea?