999 results found
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RCX Co-Browse option to view other browser windows / tabs
Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality
11 votes -
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 Analytics Report - Agent Name, Email Address, Status (Active or Inactive)
Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.
5 votes -
Unable to fast forward or rewind while listening to call recordings
Ability to fast forward or rewind while listening to call recordings in RingCX
4 votes -
Mobile app as endpoint of RingCX
When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.
Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.
4 votes -
Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.
We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.
10 votes -
Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 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 -
Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC
RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.
4 votes -
Option to receive Reports with just the file name
Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM
4 votes -
RingCX call recording
Easier way to pull up the call recording from RingCX and also easier way to search for the call
10 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.
12 votes -
RingCX Custom call routing on IVR for a specific date
This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.
This is a similar feature to custom rules in RingEX platform.
11 votes -
Porting Numbers from Local Phone Provider in Japan or Korea to RingCentral
"I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
Unfortutately, it did not work.
I am wondering if there is any update on porting numbers in Korea and Japan."5 votes -
text-to-speech feature for the disabled
Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…
42 votes -
call log data retention
Client wanted to have more than 12 months call log data retention.
12 votes -
View DID number campaign attachments from Admin Portal
It would be useful to see either from a user perspective or a number perspective if the number is associated with a SMS campaign. Currently, if you need to remove a number from a campaign there is no way to know which one it is in. You have to search each campaign one at a time. Being able to see which campaign the number is attached to, or see if it is attached at all would be useful. That or provide the ability to add a number to a target campaign, even if it exists in an existing campaign.
4 votes -
RingCX audio
Recommending the implementation of an audio settings feature in RingCX for the wired headsets to enhance the overall user experience and provide greater customization options for users. Ability to adjust audio settings such as press-to-call on the wired headset to work on RingCX.
7 votes -
RingCX Alerts Enhanced Functionality
The current RingCX Admin Alerts would be even more powerful if they had the following enhancements
*Condition to trigger once per occurrence or condition to trigger until event goes below level ____
**In the Alert programming offering easy selection to add ANI detail for an abandoned call
***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction
These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.
4 votes -
RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
18 votes
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