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1444 results found

  1. RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail

    The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.

    This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator

    While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…

    20 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  2. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

    Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

    Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

    This function needs to exist so that our Agents can better identify our customers as the call in.

    12 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
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  3. Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps

    when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...

    19 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  4. Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership

    Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

    I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

    This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…

    18 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

    We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

    By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

    13 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    51 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
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  7. Dashboard for agents in RingCX | Agent platform.

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    23 votes
    Under Review  ·  3 comments  ·  RingCX  ·  Admin →
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  8. Ability to Set Skill Weight/Proficiency

    Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:

    • Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
    • Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
    • Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).
    12 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Seamless Digital Interaction Transfers to Another Agent

    Agents require the ability to transfer a digital interaction easily and directly to another agent. This functionality is currently unavailable in 'My Messages' (Routing Mode) without the creation of personal queues for agents.

    However, personal queues are not always a viable option because they:

    • Substantially increase the Level of Effort for both initial implementation and ongoing maintenance.
    • Overcomplicate Analytics and Reporting, as interactions for a single channel are spread across multiple queues, which significantly hinders effective analysis.
    • Pose a risk that interactions could be missed or lost in the event of an unexpected employee absence if forwarded to a personal…
    12 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. RingCX - Option not to count outbound queue calls within inbound reporting stats

    Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    24 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
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  11. Outbound Default and Custom Lead Field Order/Ranking

    Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.

    11 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  12. Ringcx voicemail Email notification includes transcript of the voicemail

    Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    24 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

    We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

    Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…

    23 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
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  14. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.

    14 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…

    41 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
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  16. RingCX bulk upload on phonebook

    Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.

    Creating global phone book entries in RingCX screenshots of options attached.

    9 votes
    New  ·  3 comments  ·  RingCX  ·  Admin →
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  17. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    13 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  18. Improvement with the CX queue voicemail options.

    CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.

    20 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  19. Able to search leads globally and not just in the campaigns under the dial group im working

    At the moment, agents can search leads without issue.

    However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.

    It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.

    8 votes
    New  ·  1 comment  ·  RingCX  ·  Admin →
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  20. Live Chat with Switch Video Enable - Analytics Recordings

    Live Chat with Switch Video Enable - Analytics Recordings

    As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
    For the reporting purposes, the video recordings are still needed.

    8 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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