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. Ability to Mix & Match Licenses for integrations with RingSense

    Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.

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

  2. hours of operation - add

    In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  3. Improvements to Ignored Message Functionality

    The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.

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

  4. directory integration

    The client wanted to have an easier access to the active directory files on RingCentral. An option to toggle turning off and on the email notifications.

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

  5. Make Identity/Identity Tags more user friendly

    The use and configuration of Identities and Identity Tags is not clear. The page shows a list of records, most of which are grayed. The rows that are not grayed out can be edited, but the only option is a checkbox for Controlled Entity.

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

  6. Add ability to label IVR Studio nodes

    Add the ability to label IVR Studio widgets so it's not the NodeID. Current limitation is if you change NodeID value: no spaced allowed and only 9 characters display. Including labels will make complex scripts easier to understand since there won't be the need to edit them to understand the use.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Ability to switch language for Text to Speech

    It would be helpful to have the ability to switch language for Text to Speech so users make their own recordings to support multilingual IVRs.

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

  8. Change 'Call History' to 'Interaction History' to include Digital

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

  9. Able to filter on activity type on adherence report

    Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.

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

  10. Ability to make outbound calls whilst Agent is in Automatic Wrap-up

    We have many Agents who want to be able to make an outbound call on NICE InContact whilst in ACW, without having to change their state manually and chance having another Inbound call come through.

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

  11. Allow/ Retain "Unavail" status right after agent Saved a Disposition reason

    Retain Agent Unavailable Code after Saving a Disposition

    Is it possible to set an agent to an unavailable code after they save their disposition? We currently have dispositions set to required in 'Post Contact' for our ACD Skills. Once the agent saves their disposition they are immediately put into an Available status. What we would like is to have a 30 second window where, after saving their disposition the agent is put into another unavailable code. Once 30 second have passed the agent would then be put into Available status, ready to take another call. We are aware they can…

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  12. RingCX "Monitor Only" Permission for new agent shadowing

    New Role/Permission to allow "Monitor Only," removing Coach and Barge. This is needed for new hires to shadow seasoned agents. Listening to live calls without being able to impact the active agent.

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

  13. Have "States" as a drop-down in Rule Configuration

    This is as opposed to being a free text field.

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

  14. Show Reply Assistant list using Groups

    The main Reply Assistant page shows the list of quick replies in the order they were created. Each Replay has a Group that it belongs to so this should be the default view to match other lists in RingCX show. Examples:
    Digital Queues & Skills
    Voice Queues and Skills
    Campaigns
    Agents
    Knowledge Base
    The current listing view differs from other areas and should be made consistent.

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

  15. More seamless way to Link an Element to a Channel

    It is not very clear how to use Messaging Visual Library elements in a channel.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Simplify process of customizing webchat

    Customizing Webchat requires editing CSS and HTML code. Many customers will not have this capability and the lack of a preview limits the ability to make changes without a lot of experience with CSS and HTML

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Remove DTMF feature for Voice dispositions

    There's a field in Voice dispositions called DTMF which hasn't worked in Engage Voice for a long time and is not used by customers. This should be removed from the UI.

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

  18. Allow Email or Username/PW authentication for SFTP Message Exports

    When configuring automated exports for Digital channels. It only allows configuring posting to a SFTP using a SSH key. Please either allow exporting it either by allowing it to be sent to an email; or enable username password authentication in order to post to the SFTP similar to the Prebuilt reports feature in Engage Voice.

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

  19. Integrate Contact center Max client with main Ringcentral App

    Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.

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

  20. Auto Log Off an Agent feature

    The customer would like an Auto Log Off an Agent feature which do not what to have to manually log off the agent in Supervisor every day

    5 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
1 2 … 40 42 44 … 73 74
  • Don't see your idea?