769 results found
-
Include the Live/Connected Abandon Rate on the FTC Compliance Dashboard
On the FTC Compliance Dashboard, the Abandon rate being shown is the Overall Abandon rate - inclusive of Voicemails, No Answers, etc. In order to really be FTC compliant we really need to see Live Answer Abandon Rate (what is referred to as Connected Abandon Rate in the widgets in real time dashboards).
1 vote -
son de notification
La notification de l'arrivée d'un tchat n'est pas assez forte, est-ce possible de changer le volume de la notification
1 vote -
Feature Enhancement Request: Simultaneous Ring Support for Multiple Concurrent Calls
Description:
We are requesting an enhancement to the current Simultaneous Ring functionality in the RingEX system to support true simultaneous ringing for multiple concurrent incoming calls to a main number.Current Limitation:
The current implementation of Simultaneous Ring only supports one active incoming call at a time.
When multiple calls arrive simultaneously, the system only rings agents for the first call.
The second call is only offered after the first call is answered, creating unnecessary delays and longer hold times for other callers.
Customer Use Case & Concern:
The customer’s main number is configured with Simultaneous Ring to multiple agents…
7 votes -
Option to Deprioritize or Pause RingEX Calls When Agents Are Logged Into the Contact Center
We request an enhancement that allows Contact Center agents to deprioritize, pause, or block RingEX (UC) inbound calls while they are actively logged into the Contact Center platform.
Currently, agents may receive simultaneous calls from both RingEX and the Contact Center. If a RingEX call is answered while a Contact Center call is incoming, the agent can be placed into a “refused” status, which may result in missed ACD calls, decreased service efficiency, and a negative customer experience.
This functionality is especially critical for environments where agents handle both RingEX and Contact Center calls, as simultaneous call handling currently disrupts…
3 votes -
Clarify “Consult” Label During Transfers and Merges
Currently, when agents perform a transfer or merge in RingCentral MAX, the system displays the word “Consult” on the screen, even though the agent is not actually consulting. While this behavior is functioning as designed and correctly represents the agent’s call state, it can be confusing for agents who may interpret “Consult” as an action they must take. We are requesting consideration for a future enhancement to either remove or clarify the “Consult” label so that agents have a clearer understanding of their workflow during transfers and merges, improving usability and reducing potential confusion.
5 votes -
keypad, DTMF, tone
There needs to be an option to turn ON/ OFF the DTMF tone (keypad sounds) when using the keypad on the desktop app and cell phone app. It currently is set to play the DTMF tone automatically and there is no way to turn it off without disabling the sounds on the device that you're using. This is highly distracting because the keypad sounds when you press a button are not in sync with the actual buttons being pressed if you are dialing quickly. The sound delay is especially distracting when entering memorized phone passcodes and phone numbers because you're…
1 vote -
"One tap to join audio only from a smartphone"
Have an option to add multiple numbers for "One tap to join audio only from a smartphone" on RCV meeting invite.
5 votes -
Feature Request → Call Recording / Quality Management
I would like to request a feature enhancement in RingCX: the ability to play call recordings directly within the app, similar to how RingCentral allowed in‑app audio playback for auditing purposes.
Currently, we need to download recordings to review them, which slows down QA workflows. An integrated audio player would streamline call auditing, improve efficiency for Quality Analysts, and enhance the overall usability of the platform.
• Direct in‑app playback of call recordings
• Playback controls (pause, skip, speed adjustment)This feature is essential for teams performing regular call quality checks. Please consider adding it to the product roadmap.
1 vote -
Fax Preview When Sending Fax through Softphone
When sending fax through RingCentral softphone, a PREVIEW screen will enable the one sending the fax to validate the message or the file attachments before hitting the Send button. In the healthcare industry, it is imperative that we attach the correct patient test results in the fax messages sent to doctor's clinics.
13 votes -
fax
More than one user should have the ability to see incoming faxes; matter of fact all users should be able to because all users can send them.
1 vote -
Ability to increase or change font and size on Real Time Dashboards - especially when hosting on a wallboard
Having the ability to change Real Time Dashboard fonts, colours and size would be really helpful especially when displaying on wallboards of various sizes.
1 vote -
1 vote
-
Coaching Function
It would be helpful to have the capability to delete a coaching that was published before completed in error.
1 vote -
Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Would be nice to be able to set up closures in advance for like meetings or trainings.2 votes -
Give Option to Change Background Colours
As some users spend a good deal of time on this application, and must stare at screens in order to do so, then the option to change background colours to something more restful to the eye would be appreciated. At this time, for instance, one cannot switch the screen to dark modes, or to colours like green which are more restful to the eyes. It would improve UI to allow for text / background customization, and would require very little software integration in order to so do.
4 votes -
Notes - Previous call notes to pop up with new calls
Previous call notes should be linked to new call versus having to search up previous conversation. This better equips agent and ultimately the caller experience.
1 vote -
Ability to assign scripts at Agent level
Ability to assign scripts at Agent level, currently can assigned at Queue and Campaign level only but I have had an ask from a customer who would like to select certain Agents only across multiple queues who can offer the post call survey to their customers.
1 vote -
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
1 vote -
Add country hierarchy for reporting
When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.
We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.
We do have country variables listed at ACD User level, so the data is definitely held in…
8 votes -
shared personal contacts
To enable automatic sharing of saved personal contacts with all company employees without requiring file uploads or directory integration.
8 votes
- Don't see your idea?