1474 results found
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Engage Digital
Engage Digital - Removing "Pending Interactions" on Agents
1 vote -
RingCX Report - Hold Frequencies
Feature Request: Option to generate a report that has the hold frequencies or the number of times that each call was placed on hold by the agent.
1 vote -
Add DNIS/ANI or Contact ID to MyZone Logs
To help Agents when locating calls on MyZone, it would be useful to have additional columns inclding DNIS, ANI and Contact ID, rather just searching on date/time. Segment ID means nothing to the Agent
4 votes -
1 vote
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Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
2 votes -
IVR Transfer for Full Call Queues
a feature that transfers incoming calls to an Interactive IVR menu only when the call queue is full and no agents are available to answer. Currently, the only option is to transfer the call to voicemail if no one picks up.
This new feature would allow callers to choose how they would like to proceed, such as leaving a message or requesting a callback.
2 votes -
1 vote
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Automatic Name Retention for Numbers Converted to Contact Center
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…
7 votes -
RingCX live redaction
RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.
Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.
This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.
5 votes -
call back function in call queues for long waiting callers
we as Vodafone ringcentral users are missing "call me back function " to allow customers calling our Technical call center to decide after waiting period to request a call back by a simple prompt. If the customer has no number published an information to the customer that he has to provide the phonenumber by voicemail would be great. At the moment we have to see if a workaround could be used but that is not convenient for a modern call center application
3 votes -
Retrieve call logs in service.ringcentral.com for more than 12 months
cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.
14 votes -
WFM - ability to schedule holidays in hours and not days.
WFM - ability to schedule holidays in hours and not days. We have Agents who work a variety of hours and shifts and the holiday scheduler is of no use if we cannot schedule holidays in hours.
We decided to use another holiday tool for Agents to request holidays and they have to be manually marked in the schedule as holiday activity because the inability to request holidays in hours meant WFM was not usable for this activity.
2 votes -
Requeuing agents
When an agent is logged in and moved to another queue they should not have to log out and back in for supervisor to see the agent in the other queue.
1 vote -
Assigning an administrator for Cost Centers
As per article https://support.ringcentral.com/article-v2/8211.html?brand=RC_US&product=RingEX&language=en_US, "Admins can create a hierarchical structure of billing codes that reflect their organization by department or location and RingCentral account, and allocate incurred expenses to better understand and assign costs."
The only workaround is to set a role that has access to the Billing tab and Cost Center. We don't have an option yet for assigning an administrator to a specific cost center.
3 votes -
RCX - user level call forward to external number
RCX - the ability to forward calls to the external numbers on a user level like what we have in MVP
1 vote -
RingCX Estimated Wait Time API
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.
9 votes -
More Detailed SMS Transcipts Report
Customer wants to have a more detailed SMS Transcript Report that shows Employee ID, First Name and Last Name so that it will be easier for them to look for contacts that replied to their SMS.
6 votes -
Pass limits per 24 hours
Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)
Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key
Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing
Customers would like this feature as soon as possible, as it makes…
2 votes -
Pre-assigned Secure Code
User wants to have a pre-assigned secure code for each of their users when they contact the RC support so they don't have to continuously need to receive a secure code via email.
2 votes -
Salesforce Integration: Call Result Field Porting
It would be awesome to port the Call Result field to Salesforce so we can AUTOMATICALLY categorize the types of calls we are handling instead of just the amount alone. The ported disposition field is not sufficient as we do not use it.
2 votes
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