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40 results found

  1. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    13 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Rule/Time to set up when RingCX Alerts Notification Email will be sent.

    A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  3. RCX - Feature Request - Chat waiting in queue / Agents visibility on waiting chats

    Similar to "What's next" in RCCC, agents have difficulty tracking chats in the queue. While we have My Stats to monitor this, when agents navigate to My Stats to check, it deletes all that was previously typed.

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Need option to schedule reports in RingCX Digital Analytics

    Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Agents should have the ability to choose between two lead lists and decide which one to load first from their RingCX.

    Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.

    2 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Ability to transfer RingEX calls directly to RingCX Users

    To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Transferring RingCX call via User Ext. Deskphone

    The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

    4 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  8. Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call

    Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.

    2 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  9. CNAM display in RingCX Real Time Dashboard

    Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

    4 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  10. Auto-save voicemails in RingCX Workflows/IVRs

    Currently, a voicemail workflow requires callers to input DTMF presses to "save" or "rerecord" a voicemail recording. Instead, only the "rerecord" should be an option, and the system should automatically save the recording without needing additional inputs from the caller. The updated functionality would align with how customers and callers expect a voicemail box to operate - without needing extra steps; this is especially a pain point if follow-up notifications are sent with the recording, but callers hang up before saving, thus never processing anything to forward.

    3 votes
    Needs More Information  ·  2 comments  ·  RingCX  ·  Admin →
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  11. receive 2 calls

    Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  12. 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.

    13 votes
    Needs More Information  ·  3 comments  ·  RingCX  ·  Admin →
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  13. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  14. Set up ringtone options

    1 vote
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Unable to fast forward or rewind while listening to call recordings

    Ability to fast forward or rewind while listening to call recordings in RingCX

    5 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Receive SMS in RingCX

    The customer is requesting to have an option to received SMS in RingCX.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Ability to receive SMS in RingCX

    The customer is requesting to have an option to send SMS in RingCX.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Process of transferring the call in RingCX.

    The customer mentioned that if they are transferring a call to a third party number and it reached a voicemail, there's no option to just stay on call, hung up or transfer the call.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Stay on Available status when Rejecting Calls

    We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX

    1 vote
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  20. 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
    Needs More Information  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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