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526 results found

  1. Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.

    Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.

    Customer is seeking the ability to deactivate workflows/IVRs themselves.

    1 vote

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  3. We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.

    Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.

    Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…

    1 vote

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  4. It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Add historical call volume by day to the dashboard. Filter by any time frame for any team.

    2 votes

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  6. 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.

    8 votes

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    2 comments  ·  RingCX  ·  Admin →
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  7. Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
    Talkdesk example. - https://networktest.talkdesk.com/?lang=en

    1 vote

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  8. Include Teams in RingCX Digital side as it is only available for Voice only.

    We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

    1 vote

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  9. 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 UI

    4 votes

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  10. When making a bulk change in RCX, error messages pop up stating the change couldn't be completed. After testing and verifying the change is completed and this error only pops up if there is an inactive user associated with it, update the error message to be more specific to what isn't being completed.

    1 vote

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  11. Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.

    1 vote

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  12. This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.

    10 votes

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  13. Offer recording storage based on minutes bundle instead of prices per agent for all agents.

    Additional improvment on Recording and storage policies would be a plus too.
    - percentage of recorded call per skill/queue
    - storage time based on skill/queue/disposition/customer type

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  14. If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…

    2 votes

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  15. 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

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  16. Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.

    2 votes

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  17. Feature Request for RingCX Platform:

    Request Summary:
    The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

    Dialing time – Total time agents spend dialing numbers.
    Number of calls – The aggregate count of outbound and inbound calls made by agents.
    Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
    Number of contacts – The total number of unique contacts reached during the reporting period.
    Number of interactions – A breakdown of all communication interactions…

    1 vote

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  18. Combine Analytics page with Agent page- Less screens

    1 vote

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  19. 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

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  20. It would be helpful to have an international minutes bundle for RingCX.

    5 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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