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Contact Center & RingCX

Contact Center & RingCX

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  1. Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…

    9 votes

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    0 comments  ·  Other  ·  Admin →
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  2. Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.

    3 votes

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. 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.

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  4. 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…

    6 votes

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  5. Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.

    This will allow us to Transfer call from one Department to Another.

    6 votes

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  6. We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.

    Use case : account manager would be the prefered agent based on the customer who call.

    At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
    A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature

    3 votes

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    1 comment  ·  RingCX  ·  Admin →
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  7. We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
    • Caller ID Name (CNAM) is stripped off and not delivered to CC
    • Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
    • With TAS Bypass enabled Agents are not able to use RingSense for Phone and or…

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  10. Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.

    7 votes

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    2 comments  ·  RingCX  ·  Admin →
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  11. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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  12. Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  13. Customer is requesting to use 511 number which is specifically assigned as a Global emergency and special service numbers.

    2 votes

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  14. It would be helpful to have an international minutes bundle for RingCX.

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  15. several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.

    14 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this

    4 votes

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  17. 2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

    10 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  20. When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
    This could either be in form of a summary or posting the link to the RCV recording.
    Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.

    3 votes

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    0 comments  ·  RingCX  ·  Admin →
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