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526 results found

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    12 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  1. As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

    17 votes

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  2. There needs to be a pop out notification. Our Organization requires agents to be working across multiple apps using multiple screens. Since CX does not have a push notification to the actual computer system, notifications are very easy to miss, unless the CX window is up front and centered in its own window. This is counter productive as it takes an entire screen.

    3 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  3. When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.

    5 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Need the ability to export IVR Studio so they can be shared and imported.

    41 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  5. We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

    5 votes

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  6. When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"

    Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means

    7 votes

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  7. Problem:
    • Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

    Current Behavior:

    • RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
    Routing options are limited to static configurations based on time, IVR selections, or specific call…

    4 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

    6 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  9. 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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  10. 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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  11. 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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  12. Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    8 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  13. RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Add a feature to enable RingCX Dialer notifications when a lead list has been completed.

    Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.

    5 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.

    This is an issue as Admins should not be able to see other departments data via report.

    5 votes

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  16. When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.

    Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.

    6 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  17. 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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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    37 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

    4 votes

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