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1487 results found

  1. RingCX SPOG - Display Corporate Directory Matches When Typing on RCX App Keypad

    Enhance the RingCX (RingCentral SPOG) app keypad functionality to display matching entries from the corporate directory as users type an extension or phone number.

    Current Behavior:
    When users enter digits via the SPOG app keypad when transferring calls to EX extensions, no directory search results are displayed.

    Expected Behavior:
    While using the keypad in the RCX app, as users type an extension number, the app should display relevant matches from the corporate directory. This improves usability by confirming the target contact before initiating or transferring a call from RingCX to EX.

    Justification:

    Enhances user experience by making it easier to…

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Report to distinguish if digital interactions were assisted via inbox or queue mode.

    We are currently utilizing inbox and queue for handling digital interactions.

    It would be better if we have a report to distinguish if how was the interaction was handled. is it via the queue or via the inbox mode since currently its difficult for us to track those interactions.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Be able to delete emails or create a completed folder in RingCX

    Be able to create a deleted or completed folder to move emails to so we can see whats still needing worked.

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  4. Ability to export IVR from Studio

    Need the ability to export IVR Studio so they can be shared and imported.

    41 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Enhanced Calibration Report

    Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.

    8 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  6. Improving RingCentral User Experience

    1. Unified Communication View

    We understand how a consolidated view of call logs and message threads—similar to WhatsApp’s conversation flow—would greatly enhance communication tracking. Your suggestion to display calls and messages chronologically within a single thread, complete with timestamps, is an excellent idea and will be shared with our Product Management team for consideration in future updates.

    1. Search and Contact Display

    We agree that presenting all communication history (calls, voicemails, and messages) in a single, unified search view would improve usability. Our team is exploring ways to streamline this experience to reduce fragmentation and enhance productivity.

    1. Contact Editing Experience

    We recognize…

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  7. RingCX Progressive/ Preview dialer

    To use the progressive/preview dialer, which we want to be able to do, you must upload a list to RingCentral. This means that RingCentral and Salesforce are only syncing one way (Call log activity through RingCentral to Salesforce)

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  8. RingCX Digital chat_Disable the "ding sound/sound notification" on the customer's browser.

    Disable the "ding sound/sound notification" on the customer's browser. Whenever the customer opens a new page, the customer keeps hearing the "ding sound". It creates unnecessary sounds with their customer.

    1 vote
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  9. 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.

    9 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  10. Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow t

    Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow the same behavior as live calls. This would provide a more intuitive and consistent experience for customers.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Agents using Park groups

    Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.

    4 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  12. Calls should return with specific reasons such as invalid, rejected, blocked, and declined

    When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"

    Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means

    7 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. RingCX Analytics: "Today" button in filtering time in historical reports.

    It would be better to have a "today" button in the interaction details instead of going to the static date and change the date manually as this is ineffiicient and requiring more steps.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Customize the order of the lead details in Ringcx

    Currently when a lead detail was shown to the agent. They have to scroll down at the very bottom making it difficult in finding important lead information right away.

    It would be better if we have a feature where we can customize which lead detail will be shown at the very top so that the agent's wont have difficulty finding certain information specially if there are a lot of lead details being shown to agents.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. establishing contact information in RingCX incoming call

    Agent would see a pop-up on the right side of the app showing the contact information during an inbound call.
    They would update it but when the same customer call back in, the information won't show their name, just showing the number and unknown
    Customer suggested that if possible to show the contact information so that the agents would be notified whether the caller is a VIP or not.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads…

    5 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Allow editing of Call Detail Record info instead of manual pass

    Allow editing of Call Detail Record info instead of manual pass.

    3 votes
    Under Review  ·  0 comments  ·  Admin Portal  ·  Admin →
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  18. Configure "Total" column in RT inbound dashboard to sum-up unique avail agents only

    Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.

    The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.

    The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.

    …

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Display CX and EX Presence Concurrently in the Corporate Directory

    In the corporate directory, display RingCX presence for agents and RingEX presence for non-agents side by side.

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Caller ID Persistence for Requeued Calls

    Display the name or extension of the requeueing agent in the receiving agent’s interface or call history.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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