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Contact Center & RingCX

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526 results found

  1. When using RingCX Outbound dialer. The customer wanted to have an option to set the number of leads that will distribute to the user. Example 10 leads per user.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. When viewing a real-time dashboard in RingCX, the viewer should be able to take a snapshot of the dashboards current state and export it for reporting on real-time activity.

    1 vote

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  3. Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.

    Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.

    1 vote

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  4. Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.

    Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. 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

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    0 comments  ·  RingCX  ·  Admin →
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  7. 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

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  8. Track incoming calls to check if they are coming from QR code

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  9. 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

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. 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

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    0 comments  ·  RingCX  ·  Admin →
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  11. 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

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Real Time Sentiment Alerts: Allow supervisors to be proactive with monitoring agents, seeing if a call sentiment is negative and jump in to the call as needed.

    This is something Dialpad has and is a competitive edge: https://help.dialpad.com/docs/ai-supervisor-insights#:~:text=Real%2Dtime%20sentiment%20analysis%20uses%20Dialpad%20Ai%20to%20analyze%20customer,how%20customer%20interactions%20are%20going.

    2 votes

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  13. 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

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. 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

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.

    6 votes

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  16. 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

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  17. There are no Digital Interaction Transcripts in the product.

    6 votes

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  18. 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

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  19. In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports

    6 votes

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    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
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  20. When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.

    6 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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