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Contact Center & RingCX

Contact Center & RingCX

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613 results found

  1. We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.

    3 votes

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  2. Track incoming calls to check if they are coming from QR code

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  3. RingCX and Ring MVP Users can not see each other's availability. Our RingCX Users are often directing calls to RingMVP Users, but very limited visability is available. Instead, there needs to be a HUD for both directions. MVP Users need to be able to see whether RingCX User are on the phone or availalble.

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  4. To see the Subject line for new emails when they pop up.

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  5. As a participant of a meeting, I am unable to request feedback. It's important that a non-host be able to request feedback on how they handled a specific situation within an interaction. Allow anyone internal to the call to be able to request feedback.

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  6. UI suggestion:

    The Call and Hang up button are essentially in the same spot and a few times at the end of a call, the doc hangs up before me and I almost click the call button. I've noticed that the docs number is still sometimes there so I am worried that I will call the doc back after hanging up. Not a huge problem because I haven't missclicked yet, but if the buttons were offset - maybe the call on the left and the hang up on the right - I wouldn't run into that.

    Maybe set the button…

    3 votes

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  7. Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.

    6 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. Feature Request: Continuous Call Monitoring

    Description:

    Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

    Key Components:

    Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

    Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…

    3 votes

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  9. It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  10. Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.

    5 votes

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  11. Allow Admins to set up a threshold for adherence for different activities. Example: We could give a grace period of 5 minutes for Lunch or break so if the employee was late to go on break because they were handling an interaction they would not be marked out of adherence for those 5 min.

    3 votes

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  12. RingCx agents should be able to capture the report for their call disposition including the custom field added in the agent script

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  13. Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  14. It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.

    Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy

    This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  15. Reasoning - The tenanting / sub account feature of RingCX allows us to bring together multiple customers onto a single RingCX, however there is a limitation with extending this to multiple customers as the ratio of EX to CX is 1:1. If there was the ability to attach multiple RingEX then we could offer a centralised CX service with each repair shop retaining autonomy of their RingEX platform.

    Benefit - Reduced PS costs, time to delivery, we can simply add users to an existing tenant, rather than needing new instances to be spun up & need project management etc.

    Opportunity…

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  16. Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  17. We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  18. We have department address books set up for frequently dialed numbers and conference numbers for things like translator services. A few of the numbers we dial require the agent to put in a pin after an IVR plays. Currently, the agent has to manually enter the number. It would be so much easier if we could use commas in the number to put pauses in the dialing. Example: 8001234567,,,12345,,,2345

    2 votes

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  19. The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.

    2 votes

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  20. cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.

    3 votes

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    0 comments  ·  Other  ·  Admin →
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