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766 results found

  1. 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
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Timezone option for Engage Voice Historical Reports

    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
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Allow dispositions for messages engaged from an Inbox folder

    There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.

    3 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  4. Ready PENDING-ERR leads

    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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Change State in PD

    Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Collapsable Customer Identities List

    When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view

    1 vote
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Inbound SMS to appear on all logged in agents

    When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. No Roles showing on Main Account Role page

    Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".

    6 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Call Recording Access from UI

    Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.

    5 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. Capturing and Archiving RingCX Voice Mail in RingSense for RingCX

    Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…

    4 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  11. RingCentral engage voice analytics

    Wanted to have an option in analytics historical report to select or filter the report with campaign.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Change agent proficiency when adding to queue through supervisor

    Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. reporting

    Administrator should have option to filter the reports in analytics.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  14. Realtime Dashboard>Today's Calls to become Today's Interactions

    Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.

    2 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  15. In Realtime Digital Dashboard, have the ability to Monitor/Coach/Barge in

    When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. RingSense for RingCX Industry AI setting by RingCX Queue

    1 vote
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Ability to Delete Channel

    Within RCX portal, there is no way to delete a channel once created.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Allow editing of Messaging Visual Library to change associated Channel

    Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Provide a way to copy Messaging Visual Library item

    There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Ability to set holidays without JavaScript

    There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.

    4 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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