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1041 results found

  1. Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one

    9 votes

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    0 comments  ·  RingCX  ·  Admin →
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  2. Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

    14 votes

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    0 comments  ·  RingCX  ·  Admin →
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  3. Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

    4 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  4. Easier way to pull up the call recording from RingCX and also easier way to search for the call

    10 votes

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    0 comments  ·  RingCX  ·  Admin →
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  5. Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which…

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

    Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

    3 votes

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  7. This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    11 votes

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    1 comment  ·  RingCX  ·  Admin →
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  8. Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    43 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  9. "I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
    Unfortutately, it did not work.
    I am wondering if there is any update on porting numbers in Korea and Japan."

    5 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  10. Client wanted to have more than 12 months call log data retention.

    12 votes

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    2 comments  ·  Other  ·  Admin →
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  11. The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.

    • When a call goes to voicemail, it doesn't show up on the analytics report.

    • When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and…

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  12. It would be useful to see either from a user perspective or a number perspective if the number is associated with a SMS campaign. Currently, if you need to remove a number from a campaign there is no way to know which one it is in. You have to search each campaign one at a time. Being able to see which campaign the number is attached to, or see if it is attached at all would be useful. That or provide the ability to add a number to a target campaign, even if it exists in an existing campaign.

    4 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  13. The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. The current RingCX Admin Alerts would be even more powerful if they had the following enhancements

    *Condition to trigger once per occurrence or condition to trigger until event goes below level ____

    **In the Alert programming offering easy selection to add ANI detail for an abandoned call

    ***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction

    These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.

    4 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  15. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other…

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…

    18 votes

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    1 comment  ·  Other  ·  Admin →
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  17. It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.

    18 votes

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  18. Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.

    In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.

    3 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.

    2 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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  20. We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.

    5 votes

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    New  ·  1 comment  ·  RingCX  ·  Admin →
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