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Contact Center & RingCX

Contact Center & RingCX

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1197 results found

  1. When making a bulk change in RCX, error messages pop up stating the change couldn't be completed. After testing and verifying the change is completed and this error only pops up if there is an inactive user associated with it, update the error message to be more specific to what isn't being completed.

    1 vote

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  2. Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.

    1 vote

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  3. RingCX Digital internaction - Inbox mode - Tag or mention internal users
    (Similar to Front's feature) -
    -Shared inbox/folder.
    -All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
    -Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users

    4 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  4. This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.

    10 votes

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  5. Enable syncing of contact/address book across all users
    Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    atm there is bulk add in diretorory thru admin portal this doesnt work
    need to do thru call logs , and app and have option to add to whole server, or give access to users

    1 vote

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  6. Offer recording storage based on minutes bundle instead of prices per agent for all agents.

    Additional improvment on Recording and storage policies would be a plus too.
    - percentage of recorded call per skill/queue
    - storage time based on skill/queue/disposition/customer type

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  7. The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.

    2 votes

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  8. If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.

    This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.

    This will allow us to Transfer call from one Department to Another.

    6 votes

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  11. Hearing impaired solutions for Contact Center. Need a way for the hearing impaired to easily use the integrated softphone and all other Contact Center interfaces. Ideal solution would be for Closed Captioning, with a wide range of options, to work seamlessly with existing Contact Center solutions. Hearing impaired users will need the ability to read what the caller is saying, as well as any audio sounds that need converted to a hearing impaired solution and/or Closed Captioning of some kind.

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  12. We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.

    Use case : account manager would be the prefered agent based on the customer who call.

    At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
    A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature

    3 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  13. Integrar Contact Center con Hubspot

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.

    5 votes

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  15. Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Feature Request for RingCX Platform:

    Request Summary:
    The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

    Dialing time – Total time agents spend dialing numbers.
    Number of calls – The aggregate count of outbound and inbound calls made by agents.
    Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
    Number of contacts – The total number of unique contacts reached during the reporting period.
    Number of interactions – A breakdown of all communication interactions…

    1 vote

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  17. Please add the "Notes (optional)" field to any custom fax coversheet. At present, it only shows up on the templates provided. Once a custom coversheet is uploaded, the field disappears. Senders need to be able to add notes/comments when they have their own Custom fax cover sheet.

    2 votes

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  18. Combine Analytics page with Agent page- Less screens

    1 vote

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  19. Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.

    6 votes

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  20. It would be helpful to have an international minutes bundle for RingCX.

    5 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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