526 results found
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ringcx reporting
The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.
• When a call goes to voicemail, it doesn't show up on the analytics report.
• When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and…
4 votes -
Count All Call Time as the Egaged Agent State
When ENGAGED on an active call, the call should count as the ENGAGED state the entire duration of the call. Currently, the ENGAGED status can be changed to a break state during the call (to signal to the system to change to that break status post-call), and the system starts clocking against BREAK-AFTER-CALL vs the ENGAGED state.
2 votes -
Make voice transcripts visible to agents in RingCX
RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.
Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.
15 votes -
AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.
Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…
24 votes -
Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio
Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.
Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.
14 votes -
Configurable RingCX Billing Time Zone
Currently, the Ring CX billing time zone feeds over to the Analytics portal, which can cause confusion if the customer wasn't actively engaged when setting the time zone for either billing or analytics. This further adds confusion when assessing data from the platform.
The Analytics time zone can be changed on request but the billing time zone has no way to be updated.
This request is to ensure that billing time zones can be configurable by the customer or upon request by the customer.
2 votes -
VDI Plugin for MAC
Add VDI plugin for MAC users
23 votes -
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
3 votes -
Add IP Address field in Ring CX Analytics for Reporting
For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.
9 votes -
sort supervisor view by team
When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.
4 votes -
Feature Request: Manageability of Grayed-Out Fields in RingSense Integrations with Salesforce
Request Summary:
Customer has raised a concern regarding certain fields in the RingSense integration with Salesforce, specifically the isClosed field on the Opportunity object. They would like the ability to uncheck this field, as it is currently preventing the system from correctly relating tasks to open, active opportunities.Customer Query:
The customer is testing RingSense with Salesforce and has noticed that some boxes, such as the isClosed field, are grayed out or cannot be unchecked. They are wondering whether this is a limitation due to their test license or if this behavior is the default for all users. The isClosed…2 votes -
Ability to do Screen Recording / Standalone Screen Recording
Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.
14 votes -
Improve user experience by making the Corporate Directory a type field without a partial list
At the moment, when the agent tries to transfer to a REX extension, they see a type field along with a list of 10 users, ordered alphabetically. The natural response of the user is to try to scroll down the list but it is a static list of 10 REX users and does not scroll. This behaviour can be seem as an error and is inconsistent with the Corporate Directory elsewhere.
Feature request: Remove the partial list of users displayed, Add a help text descriptor to the text field asking then to start typing the name of the user they…
1 vote -
RCX - ability to disconnect the 3rd party when using transfer or requeue
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me
the main request here is to let the initial party disconnect the 3rd party…
7 votes -
RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.
1 vote -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
1 vote -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
1 vote -
Automatic Call Termination During Network Issues
To ensure a seamless user experience, it is essential for the system to automatically terminate calls when a network issue is detected.
Currently, when one party encounters a network issue, the call remains active but turns into dead air, leaving the other party unsure if the connection is still live. This can lead to confusion and disrupt communication.
To address this, the system should be designed to immediately terminate the call for both parties as soon as a network issue is identified. This enhancement will improve clarity and avoid unnecessary speculation about the call's status.
2 votes -
RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
1 vote -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
1 vote
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