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1383 results found

  1. Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics

    Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
    Category: Analytics & Reporting
    Affected Component: RingSense → Coaching → Scorecard → Leaderboard

    Current Limitation
    • The Leaderboard only reflects average scores derived from manually scored Scorecards.
    • AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.

    Proposed Enhancement

    1. Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:

    • Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:

    Average Score per User
    Number of Scorecards per User

    1. Adapt Calculation Methods for Yes/No Response Types:

    •…

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Feature Request: Language Selection for Play Hold Time Announcer in RingCX

    Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.

    Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.

    Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.

    Support Reference: For more details on configuring inbound queue events, you can refer to the…

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  3. RingCX Dialer Completed Lead list Notification

    Add a feature to enable RingCX Dialer notifications when a lead list has been completed.

    Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.

    5 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  4. RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded

    Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Remove Agent Leg B RingCentral App Recording Button

    Remove the button for recording on RingCentral app if it is used as Agent Leg B as it confuses the customer whether their calls are recorded or not; needs to be recorded, etc.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  6. Monitor A Call For Contact Center Users Using RingCentral App

    Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. RingCX Analytics Historical Report | Share report to specific User

    To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes

    Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes

    • THe reason is sometimes agents forgot to put the disposition after the call
    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. RingCX - Limit Access to Real-time Analytics

    We would like to have the option to limit the metrics that will show in the Real-time Dashboard. This can be applied to users who have "view-only" access to the Analytics.

    For example:

    The "agent state" metric in the Real-time Agent Dashboard can be removed.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. In the fax function, there needs to be a "save as" button like there was in the old RC Phone app

    In the RC fax portion of the app, there needs to be a "save as" button like there was in the old RC Phone app. As it stands now, I have to go through/click 5 or 6 steps just to name and save a fax to the downloads or desktop?

    1 vote
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  11. Ability to transfer to a RingEX extension in RingCX Single Pane of Glass

    We would like to have the ability to transfer to a RingEX extension from RingCX SPOG

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  12. ringcx analytics restrict

    Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.

    This is an issue as Admins should not be able to see other departments data via report.

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. agents seeing how many waiting in queue

    Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. A report that will show Quick Responses and the assigned channel

    A report that can be pulled showing all quick responses and their assigned channel within digital.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. RCX Must Use CallerID Name Configured in REX

    Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)

    Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Updating Holiday Hours

    Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.

    We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  18. Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.

    When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.

    It be nice to have the ability to set a greeting for this one.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  19. RingCX - Ability to see customers who left a callbacks in queue

    Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.

    It would be better if there is dashboard to see right away customers who left a callback

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. RingCX Agent able to do a consultation to another RingCX Queue without active call

    Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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