Skip to content
← RingCentral Ideas

Contact Center & RingCX

Contact Center & RingCX

Categories

JUMP TO ANOTHER FORUM

(thinking…)

How can we improve RingCentral?

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

1476 results found

  1. To add Disposition Code and Disposition Comment to custom report fields

    Add Disposition Code and Disposition Comment to custom report fields

    3 votes
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  2. Warm Transfer Improvement

    Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Reverse Shadow function

    In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this

    4 votes
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  4. Receive 2 calls at a time

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. RingCX Enhanced SLA configuration

    Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.

    Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.

    Enhancement would be to add the SLA % setting in each Call Queue

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. leads

    when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Allow Manual calls only for internal calls

    To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external

    4 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. RCV video link in RCX Customer Card

    When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
    This could either be in form of a summary or posting the link to the RCV recording.
    Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Ability to force users to use the web browser version only and never offer to download and install the desktop app

    Ability to force users to use the web browser version only and never offer to download and install the desktop app.

    We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps

    4 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. Press Enter to Call in Max Agent

    When attempting to make a call from Max Agent, you need to enter the phone number then click on dial. The option to press enter instead of dial should be allowed as well. Would make calling easier.

    5 votes
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  11. Engage Digital - Create WFM IEX feed to take into account time spent working in ED

    We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.

    2 votes
    1 comment  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  12. Increase the limit of widgets on the dashboard.

    Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.

    3 votes
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  13. Increase the size of the reply box for an email

    The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.

    11 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  14. Pulse for RingCX & RingSense for RingCX "Word Alert"

    Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available

    9 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. API availability for SMS and Email outbound

    Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.

    Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.

    Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.

    2 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  16. Ability to Sort Digital Inboxes By date and time

    Give the ability to sort digital inboxes by date and time in admin portal and agent interface.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Add Email template Tags for Customer Name, and notes to be automatically included in email templates

    When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.

    It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. To see the Subject line for new emails

    To see the Subject line for new emails when they pop up.

    4 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Analytics

    I wanted to have an option to filter the skills/queue in analytics in RingCX.

    2 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  20. RingSense Feedback option

    As a participant of a meeting, I am unable to request feedback. It's important that a non-host be able to request feedback on how they handled a specific situation within an interaction. Allow anyone internal to the call to be able to request feedback.

    4 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
1 2 … 34 36 38 … 73 74
  • Don't see your idea?