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1476 results found

  1. Monitor live incoming calls to a queue as soon as it comes

    The ability to automatically monitor live inoming calls to a queue as it comes

    3 votes
    0 comments  ·  Other  ·  Admin →
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  2. Ability To Add Notes When Transferring Call In MAX Agent

    Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.

    3 votes
    0 comments  ·  Other  ·  Admin →
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  3. Add Blackout days for Timeoff

    Have the ability to add blackout days so the system can automatically deny time-off requests if these dates are requested.

    2 votes
    0 comments  ·  Contact Center  ·  Admin →
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  4. No Roles showing on Main Account Role page

    Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".

    6 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Call Recording Access from UI

    Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.

    5 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Outbound call recording

    Have an option to select specific user to have the outbound call anouncement.

    1 vote
    1 comment  ·  Other  ·  Admin →
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  7. Disposition UI needs to be easier to use

    Applies to RingCX Voice and Digital: The UI for viewing a list of dispositions associated with Voice and Digital queues is not easy to use. You have to scroll the table to the right to access delete or edit buttons and the rest of the columns show details that can't be edited in place so there's no need to display all the setting in the table.

    2 votes
    Under Review  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  8. font colored modified in the CXOne dashboards

    What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  9. Update MS Teams State while Presence Syc is enabled

    Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  10. Capturing and Archiving RingCX Voice Mail in RingSense for RingCX

    Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…

    4 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  11. RingCentral engage voice analytics

    Wanted to have an option in analytics historical report to select or filter the report with campaign.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Change agent proficiency when adding to queue through supervisor

    Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  13. reporting

    Administrator should have option to filter the reports in analytics.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  14. Realtime Dashboard>Today's Calls to become Today's Interactions

    Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.

    2 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  15. In Realtime Digital Dashboard, have the ability to Monitor/Coach/Barge in

    When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. RingSense for RingCX Industry AI setting by RingCX Queue

    1 vote
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  17. Ability to Delete Channel

    Within RCX portal, there is no way to delete a channel once created.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Allow editing of Messaging Visual Library to change associated Channel

    Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Provide a way to copy Messaging Visual Library item

    There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Ability to set holidays without JavaScript

    There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.

    4 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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