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  1. RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,…

    8 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  2. The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)

    8 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. The customer would like to have logs that will show why the agents were logged out from the RingCX portal.

    3 votes

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  5. in RingEX, agents have the ability to park customers in order for agents to be efficient when accepting calls. It would be better if RingCX has this feature as well.

    2 votes

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  6. Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.

    8 votes

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  7. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads…

    4 votes

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  8. SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

    SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

    FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
    Ability for each client using the service to be able to personalise their own SMS messages to…

    6 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  9. The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Key Components:

    Time Display:

    Clearly show the sign-in time for each agent in the local business timezone.
    Use a consistent format (e.g., HH AM/PM) for easy readability.

    Visual Indicators:

    Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
    Provide tooltips or hover-over info for additional context.

    4 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  11. The ability for the chat feature on ring cx, which is the feature on our website that allows customers to message back and forth directly with representatives.

    They are curious if there is a way to make sure that when a message comes through, all users are pinged in a group rather than pinging the "next available agent"

    2 votes

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  12. The customer is requesting to have an option to configure the settings in RingCX channels. Chats are being forwarded to Ignored message. They are asking if we they can have an option to route the chats to New messages only.

    2 votes

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  13. Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values

    2 votes

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  14. Summary:
    We request a feature enhancement for RingCX that allows Wrap-Up settings to function independently, even when Agent Disposition is disabled. Currently, the Disposition prompt is tied directly to Wrap-Up, making both share the same time settings. This limitation restricts operational flexibility and does not align with customer preferences for separate configurations.

    Detailed Description of the Request:
    At present, in RingCX, the Disposition prompt and Wrap-Up are intertwined:

    If Disposition time is set to 30 seconds, the same applies to Wrap-Up time.
    Disabling Disposition entirely also disables Wrap-Up functionality, which is undesirable for customers who prefer one without the other.…

    2 votes

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  15. Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle

    1 vote

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  16. Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
    Category: Analytics & Reporting
    Affected Component: RingSense → Coaching → Scorecard → Leaderboard

    Current 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

    1. 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

    1. Adapt Calculation Methods for Yes/No Response Types:

    •…

    3 votes

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  17. In RingCX, the "Other" category might encompass the following scenarios:

    Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
    Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
    Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
    Undefined Outcomes: Calls that ended without a clear interaction disposition.
    This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.

    2 votes

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  18. The System Administrator should have the capability to block web chat and be able to determine the IP address of the sender.

    2 votes

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  19. Ability to personalize the greeting before answering the call per agent user.

    2 votes

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  20. Set a way to stop RIngCX from logging out when away from computer

    2 votes

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