450 results found
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RingCx Reporting Including Data from Agent Script Custom Field
RingCx agents should be able to capture the report for their call disposition including the custom field added in the agent script
5 votes -
Identity Tag Visibility
In RingCX digital interactions, it is easy to see the identity tag associated with a contact. However, with Voice. there is not visibility unless a user scrolls down through the contact card.
2 votes -
Visible/Vocal notification for commitments
We would like to have a pop-up notification or an audible notification for the agent when a commitment pops up on the Salesforce softphone.
Otherwise, if the agent is working somewhere else or has minimised their softphone, they miss the commitment, which is a bad customer experience.2 votes -
Multiple phone numbers field for RingCX lead list
Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."
6 votes -
Track incoming call from qr code
Track incoming calls to check if they are coming from QR code
3 votes -
bulk assigment of callback to other agents or Queue
Hello Team, Supervisor/agent need to assign the callback to the different agent one by one. In our case every agent have approx 100's of callback. Can you open the features to assign this callback in below manner. 1. Assigning bulk callback to another agents 2. Assigning callback to the Queue & routing in round robin method.
1 vote -
RingSense Feedback option
As a participant of a meeting, I am unable to request feedback. It's important that a non-host be able to request feedback on how they handled a specific situation within an interaction. Allow anyone internal to the call to be able to request feedback.
3 votes -
RingCX External Alert for agent status (i.e. exceeded lunch break)
External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI2 votes -
To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX
To be able to "disable allow login option" in RingCX without getting enabled again due to the sync in RingEX.
Currently if the user profile in RingCX is synched with RingEX extension, if we disable the "Allow Login" option in RingCX and keep the RingEX extension it is reverting back to enabled.
We need to make sure that although the RingEX extension is active, if the Allow Login is disabled in RingCX it should remain disabled until it is manually changed by the admin.
1 vote -
RingCX live redaction
RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.
Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.
This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.
1 vote -
RingCX Callback Option uses Disposition Notes
It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else
3 votes -
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
1 vote -
QM Report - Near End Disconnect with Sentiment Dashboard
Goal is to be able to tell which Party Hangs Up with Sentiment and Trend Analysis. Contact Center Managers eagerly look for tools to determine if their agents or optimally the end user hangs up on the call. Then, using AI, to infuse the disconnects with Sentiment Analysis showing comparison to early disconnects and negative sentiment along with trend over the timeline requested i.e. today, 7,30,90 days. NOTE: each element in the report should be able to drill down to the data. If the agents negative calls are clicked user is taken to those negative calls for review.
3 votes -
Ability to connect multiple RingEX to a single RingCX instance
Reasoning - The tenanting / sub account feature of RingCX allows us to bring together multiple customers onto a single RingCX, however there is a limitation with extending this to multiple customers as the ratio of EX to CX is 1:1. If there was the ability to attach multiple RingEX then we could offer a centralised CX service with each repair shop retaining autonomy of their RingEX platform.
Benefit - Reduced PS costs, time to delivery, we can simply add users to an existing tenant, rather than needing new instances to be spun up & need project management etc.
Opportunity…
2 votes -
I want to be able to select multiple voice mails and messages and delete them with out having to drill down to each one and delete them.
Delete multiple msgs and voicemails with one click after tagging them.
2 votes -
RingCX -- Ability to default "Stay On Call" either on or off
We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.
2 votes -
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
All Super Admin access should be able to see, access, and reassign the role created by one of the Super Admin users using the RingCX Administrator portal.
1 vote -
Request for Digital Interaction Transcripts
There are no Digital Interaction Transcripts in the product.
6 votes -
Manual Outbound SMS
Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.
4 votes -
AI-based automated translation tool in RingCX digital channels
Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.
5 votes
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