973 results found
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reporting
Administrator should have option to filter the reports in analytics.
1 vote -
Add setting in ringcental app to auto clear app data cache on a schedule
Add setting in RingCental app to auto clear app data cache on a schedule.
Many troubleshooting steps advised to clear the app data in ring central app. It would be great if this could be done on a schedule set by the admin or user.
1 vote -
Real Time Sentiment Alerts
Real Time Sentiment Alerts: Allow supervisors to be proactive with monitoring agents, seeing if a call sentiment is negative and jump in to the call as needed.
This is something Dialpad has and is a competitive edge: https://help.dialpad.com/docs/ai-supervisor-insights#:~:text=Real%2Dtime%20sentiment%20analysis%20uses%20Dialpad%20Ai%20to%20analyze%20customer,how%20customer%20interactions%20are%20going.
1 vote -
In Realtime Digital Dashboard, have the ability to Monitor/Coach/Barge in
When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge
3 votes -
2 votes
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1 vote
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Ability to Delete Channel
Within RCX portal, there is no way to delete a channel once created.
2 votes -
1 (888) 898-4591
Getting thru to tech support and the HORRIBLE IVR, takes 20 minutes to just get disconnected. I am going to look for a new phone system with real people that answer the phone.
1 vote -
Allow editing of Messaging Visual Library to change associated Channel
Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel
3 votes -
Provide a way to copy Messaging Visual Library item
There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.
3 votes -
Call Timers for Agents
When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).
1 vote -
Outbound Report that shows Dispositions: Answered and Voicemail
Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail
2 votes -
Connectwise Integration
Integration with https://www.connectwise.com/
1 vote -
Integration with DNA Fiserv Platform
Integration with https://www.fiserv.com/
1 vote -
Integrate with Hyland Content Solutions
Integration with the Hyland platform (https://www.hyland.com/en)
1 vote -
Integration with Wex Benefits software
Integration with Wex (https://www.wexinc.com)
1 vote -
Communication template to introduce users to RingCentral
Communication template to introduce users to RingCentral
1 vote -
Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report
We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422
2 votes -
Engage Digital - Add SSO Azure configuration similar to RC Office
To avoid having to manage another login we would like Engage Digital to be able to configured in a similar manner to the RingCentral Office portal to allow integration with Azure for Single Sign-On configuration. Previously told this was coming for Engage Digital in Q1 of 2023 from product management.
2 votes -
Engage Digital - Allow multiple routing strategies for different email channels
Currently the Engage Digital system requires all asynchronous routing channels to use the same routing strategy, we would like to be able to create alternate routing strategies with different time frames set for the routing steps and assign a subset of email channels\categories to that alternate strategy. This would allow us for example to have some email channels that have the reply step that attempts to route back to the same agent that sent the last response set at 1 hour and others set at 30 minutes.
2 votes
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