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  1. Some agents might have to navigate through different windows while working on RingCX and without them knowing, the network can flutter or the internet speed can slow down causing the status to automatically change to "working", but since the notification only appears on screen and has no sound, it can be hard to realize until the agent opens the RingCX tab back and sees the status. It would be great to have a single sound alert when the status changes to "Working".

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Directory tab to easily see other agent status and how many agents are available to take a call in a queue even before hitting transfer button so we can set proper expectations to customer.

    1 vote

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  3. 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.

    1 vote

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  4. Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.

    3 votes

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  5. It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…

    6 votes

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  6. Would be ideal to have the ability to change the group allowances for a forecasting group based on the seasonality (time of year) rather than being forced to have all Mondays the same no matter what quarter or date it falls on. ie Q1 we would have minimal PTO allowed, Q2 we would increase PTO allowances and this would continue Q3 & Q4.

    1 vote

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  7. Based on the training we received, we were told that the meeting scheduler ONLY looks at agent schedules when trying to schedule an event and does NOT take into account the forecast or coverage which is a critical piece to scheduling off phone activities. Ideally, the tool would be able to take all views into perspective when scheduling the meetings.

    1 vote

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  8. A wait list for time off requests that are not approved which will allow agents to view their position on the waitlist and periodically recheck for auto-approval (which is another improvement idea).

    1 vote

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  9. Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.

    1 vote

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  10. The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone

    4 votes

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  11. As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move…

    1 vote

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  12. Feature Request: Agent Search Leads by Campaign in RingCX
    Problem:

    Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.

    Proposed Solution:

    Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.

    Benefits:

    Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.

    Enhanced Lead Management: Campaigns can be better organized and tracked, leading…

    2 votes

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  13. Currently AHT is computed using the formula:

    AHT = Total Talk Time + Total Hold Time + Wrap Time (Disposition Time)

    Agents are manually changing their status to Wrap (Agent State) with Away base state to work on their previous interaction.

    Since agents are still working on an interaction while on away state, this should be included in the AHT computation.

    If possible we can create a custom report / formula.

    6 votes

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  14. The Interaction Details from the historical reports display the actual data for agent dispositions. However, when reviewing the Agent Disposition in the historical dashboard, there is a discrepancy: some agents' data appears correctly, while others do not. Despite agents claiming that they tag every call with the corresponding disposition, the two reports should provide consistent results.

    2 votes

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  15. Once we fill out the customer's profile information, can we get it to where the next time the customer calls, it shows their name instead of the phone number they are calling from.

    1 vote

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  16. The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.

    1 vote

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  17. Agent Script Studio has a Branch Node to implement if-then-else or switch logic without writing JavaScript code. This would be a very useful Node to have in Workflow Studio

    1 vote

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  18. Agent Script studio has a Data Builder node to create look up tables. This node would be very useful in Workflow Studio for things like looking up a State by Area Code from the caller's ANI. Can be used in Insurance or Real Estate verticals where callers need to get connected to agents licensed in a particular state.

    1 vote

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  19. It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
    This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.

    3 votes

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  20. When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

    2 votes

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