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797 results found

  1. 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 →
    How important is this to you?

  2. 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?

  3. 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?

  4. reporting

    Administrator should have option to filter the reports in analytics.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  5. 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?

  6. 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?

  7. RingSense for RingCX Industry AI setting by RingCX Queue

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

  8. 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?

  9. 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 →
    How important is this to you?

  10. 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?

  11. 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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  12. Connectwise Integration

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

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  13. Integrate with Hyland Content Solutions

    Integration with the Hyland platform (https://www.hyland.com/en)

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  14. Integration with Wex Benefits software

    Integration with Wex (https://www.wexinc.com)

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  15. Manual Dial Queue Selection

    Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.

    Currently agents can make manual call even though they are not selecting a voice queue group

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

  16. Messaging Channel(s) in MS Teams to chat to RingCX Queues/Agents

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

  17. Add ability to create Requeue Shortcuts in centralized place and assign as needed

    At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.

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

  18. Additional Options for Automated Exports (other than SFTP)

    Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.

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

  19. Customer Information as an icon

    The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Omnichannel Working State Unification of Experience

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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