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  1. The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Request: Improve the agent user experience in RingCX by providing a clearer, more intuitive option to cancel a requeue and return to the original caller before the transfer completes. While the current system allows this via the "Hangup" button and selecting "Cancel transfer," this functionality is not obvious to agents and leads to confusion and call handling issues. A dedicated "Cancel Requeue" or "Return to Caller" button during the transfer process would reduce errors, improve efficiency, and ensure agents can confidently manage live interactions without unintentionally abandoning the member.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Allow agents who requeue a call to reclaim it if the transfer fails or the call remains active.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. As a manager, I utilize the real-time dashboard in analytics to monitor my agents. I would like to be able to change the agent's state from this screen in analytics, rather than the supervisor tab within the contact center. Currently I have to log into the queue as a supervisor in order to change the state of an agent. When logging into the queue it skews the stats of how many agents are in the queue as I do not take calls.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    18 votes
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  6. Ability to automate the lead manager from the Admin page OR have the historical reports be able to pull in all leads, regardless of if they were dialed. Currently the historical reports will only provide leads if they have at least 1 dial.

    We want to provide our client with a file of all leads and lead data daily, without manually needing to download.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Makes a suggestion or pre-populates the sentence the agent is formulating when the agent is typing on a digital interaction

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.

    3 votes
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  9. The customer requests that phone numbers assigned to RingCX voice queues be searchable by queue name in the corporate directory. This would allow agents to easily find and select the appropriate queue when making or transferring calls, instead of manually entering the number.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.

    I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. I am trying to request a feature
    the ability to see who my agents are talking to in real time
    both their number and hubspot contact

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.

    This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. 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.

    9 votes
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  17. Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

    9 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration

    7 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Summary:
    Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.

    Current Limitation:
    In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.

    Proposed Enhancement:
    Introduce an optional "Escalation-Only…

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  20. During a RingCX call using the RC app, putting the call on hold doesn't function correctly. The other party can still hear the audio when the hold feature is activated from the RC app.

    Allow the RingCentral App to effectively place RingCX calls on hold.

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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