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1197 results found

  1. Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.

    Including but not limited too:
    - Analytics data not available in french at the time of initial bid defense
    - Agents and Admin module not fully translated or very approximatively.
    - RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.

    7 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)

    4 votes

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  3. The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.

    1 vote

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  4. Description:
    We have encountered challenges with obtaining specific data metrics using RingCX Analytics and would like to propose enhancements to improve reporting capabilities. Below are the details:

    Agent Transfer Metrics:

    Issue: There is no clear metric to report the total number of transfers made by an agent to either direct extensions or entries in the corporate directory. Despite several transfers being made, the report consistently returns no data (see yellow highlighted section).
    Requested Feature: Introduce a new metric or enhance existing reporting options to accurately capture and display the number of transfers performed by agents, specifying transfer destinations (direct extension…

    1 vote

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  5. To have the option for Max Q under the Data tab in RingCX Custom Widget.

    2 votes

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  6. Shared Company Contacts should be easier to integrate and manage. The CSF management is too cumbersome. Requiring the country code in the phone number is a non-starter for us.
    Would like to see an API and Zapier to External Shared Contact management/syncing.

    4 votes

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  7. I would recommend a setting that would allow collaborative and self-evaluations by the employee without providing access to interactions by other employees. This limitation prevents some customers from using these great features.

    1 vote

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    • A max agent user will call a RingEx extension directly
    • The max agent user name should show up as caller id in the Ringex end
    1 vote

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  8. In our Zoho Embedded Agent, when our agent completes their call the, "call detail" window pops up and they must manually close it on every call, which could happen up to 6k times per day based on outbound call volume . The RCX Product team has mentioned this is expected behavior. We would like a coding change or setting to allow disabling this popup, preventing workflow delays.

    1 vote

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  9. Enable a feature that would allow a new designated individual to pull an appeal that is pending in someone else's tasks to be completed. This will help if an individual responsible for appeals has left the organization, is out on PTO or on an extended leave and an appeal in their inbox needs addressed.

    1 vote

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  10. Enable a feature that would allow QM to pause a planner for individuals on PTO or leave.

    1 vote

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  11. Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
    Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
    It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.

    2 votes

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  12. Automatic Name Retention for Numbers Converted to Contact Center

    Problem:

    Currently, when a phone number's type is changed from "Extension" to "Contact Center" in the RingCentral Admin Portal > Phone System > Phone Numbers > All Numbers, the associated name is deleted. This creates a management issue for accounts with a large number of Contact Center numbers, as the previously assigned names are lost.

    Impact:

    Difficulty identifying specific numbers within the RingCentral Admin Portal.

    Increased time and effort required to manage caller ID assignments in external systems like Incontac MAX.

    Proposed Solution:

    Implement a feature that automatically retains the existing…

    6 votes

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  13. 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…

    10 votes

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  14. Right now the 911 notifications are an all or nothing approach. We have sites across the US and teams that handle each one separately. I would like the ability to tailor the 911 notifications to the teams that handle each region vs. have them receive ALL the notifications.

    7 votes

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  15. Here at the City of Bend, some Contact Center team members use their Desk Phones to handle calls, transfers, putting on hold, etc. On RCX, you can "Login with RC Phone" option Logging into RCX, but the receptionists must handle the call through the HTML RCX Interface. We assumed this would allow receptionists to completely handle calls through the physical RC Phone, however, we are being told this does not work at this time. We would like to handle the entire call control from the physical desk phone.

    1 vote

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  16. Please make it so I can make an unavailable status <30 minutes. I can only set an alarm to remind me to kick someone out of a status being used after a call vs how we can set ACW to whatever time we'd like.

    1 vote

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  17. We have a script against this customers live chat DFO channel that counts the chat sessions entered in the chat skill. The customer wanted to limit the total chat sessions allowed to queue in the skill. When lining up several concurrent unique chat sessions during testing, all of the chat sessions are entering into the skill. This is because the chats sessions are not counted by GetQueue action.
    .
    Requesting a way to limit the number of chats in the queue - queue cap. And also let the customer know what position they are in the queue.
    .
    RC tickets…

    1 vote

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  18. 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.

    8 votes

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  19. Add an on platform phone number reputation management tool or add an integration that allows for this capability

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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