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798 results found

  1. leads

    when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Allow Manual calls only for internal calls

    To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external

    4 votes
    0 comments  ·  RingCX  ·  Admin →
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  3. RCV video link in RCX Customer Card

    When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
    This could either be in form of a summary or posting the link to the RCV recording.
    Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Ability to force users to use the web browser version only and never offer to download and install the desktop app

    Ability to force users to use the web browser version only and never offer to download and install the desktop app.

    We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps

    4 votes
    0 comments  ·  RingCX  ·  Admin →
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  5. Pulse for RingCX & RingSense for RingCX "Word Alert"

    Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available

    9 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Ability to Sort Digital Inboxes By date and time

    Give the ability to sort digital inboxes by date and time in admin portal and agent interface.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Add Email template Tags for Customer Name, and notes to be automatically included in email templates

    When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.

    It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. To see the Subject line for new emails

    To see the Subject line for new emails when they pop up.

    4 votes
    0 comments  ·  RingCX  ·  Admin →
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  9. Analytics

    I wanted to have an option to filter the skills/queue in analytics in RingCX.

    2 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  10. 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.

    4 votes
    0 comments  ·  RingCX  ·  Admin →
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  11. Real Time Sentiment Alerts

    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.

    3 votes
    0 comments  ·  RingCX  ·  Admin →
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  12. Integration with DNA Fiserv Platform

    Integration with https://www.fiserv.com/

    2 votes
    1 comment  ·  RingCX  ·  Admin →
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  13. Phone Books to allow import of contacts

    It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.

    11 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  14. Add ability for Zendesk Widget To Search All Open Tickets

    When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Restrict Tags based on selected Disposition

    Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Improvements to Messaging visual library configuration

    For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this

    The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Allow Agents to Pesent a Withheld Number

    Allow CX agents to have the option to present a withheld number on outbound calls.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. outbound dialer

    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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Take snapshot of realtime dashboard and export it

    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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Retain Role In RingCX When Modiying Role In RingSense

    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
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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