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1306 results found

  1. Set of RingCX inbound ports to be minimized

    RingCX requires many ingress firewall ports to be opened.

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

  2. RCV integration with RingCentral Contact Center

    Request is for the ability to escalate phone interactions into video calls/meetings to drive customer engagement further. Customers would like analytics around how video escalations and video queues are used in their environment. Video queue example: Bank branches can have a screen to engaged with, that will enter that contact into a queue and have a 2-way video conversation with an agent.

    7 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. PCI Compliance

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Enable individuals with admin access to enter partial day PTO prior to schedule forecasting.

    At my organization, we have very small teams. As such, accounting for all anticipated time off is critical to our ability to have accurate forecasts. Today, the system only allows admins to enter full days off prior to forecasting. Entering partial day PTO after forecasts are generated means our forecasts are immediately invalidated. We need the ability to enter partial day PTO, along with rules (i.e. - specifying a start and end time). The forecasts will be far more accurate this way. This would still mean that shifts might need to be modified by the forecaster to align with the…

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. Easier authentication for new APIs

    Setting up and graduating API applications for every account that needs API functionality can be cumbersome.

    2 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Check Queue Status Nodes

    The ability to check queue status (available agents, number of calls waiting, average wait time, etc) from the IVR will help greatly in some of the routing scenarios customers have.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Supervisors to be able to reprioritize emails

    Request is for the ability for Supervisors to have a method to reprioritize or transfer the email.

    2 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  8. Allow More Dialing Options for Outbound

    The RingCX approach to outbound dialing is unique to the industry. There is a lot of value in this style of dialing (dial groups with campaigns, with only one dial group dialing at a time for an agent), but there are multiple markets with the style of dialing (example being insurance) that would allow agents to be a part of multiple campaigns across dial groups, support skills based routing (like on ACD), and take into account agent rank would also be helpful.

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Default Manual Dialing to not be recorded

    The default setting for a manual dial is not to record the agent call in RingCX. Within RingCX, Manual dialing is expected to be a circumvention of the system. This may go against some clients expectations of how a manual call should be managed. While there is a work around to tie the manual call to an inbound queue, some would find value in allowing a simple option to enabled recording and recording management by the agent for manual dials.

    5 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Pulse: Get Pulse for Engage (Digital / Voice / Omni)

    Extend "Pulse" to all Contact Center solutions.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  11. RingCX Native Connector Support for We-Chat

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Track number destination search

    Within the "track numbers" section of the RingCX platform, we have the ability to ring multiple destinations in parallel or sequential. This is a great tool, since there isn't a 'technology cap,' limiting the amount of destinations can be run simultaneously. However, from a management perspective, there is little ability to search/filter on the assigned number destinations. For customers who wish to use both RingCX as well as RingEX features, having the ability to use the track number feature for high volume 'ring groups' would be advantageous. One example would be when a customer hits the ring-group limitation of RingEX.

    4 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  13. 3rd Party Connector for Non-Native Messaging Channels and High Volume SMS (International)

    Specific improvements in terms of 3rd party messaging channels:
    WeChat support
    LINE support
    Telegram Support
    High Volume SMS API for international customers

    International customers have requested a few 3rd party channels (listed above) not natively supported on RingCX. The request is to use a 3rd party service for a connector.

    4 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Option to make Transitioned Leads COMPLETE once dispositioned without Requeue = Yes

    Add the ability to set leads that are transitioned to another campaign as a Copy complete so they are not dialed again from the original campaign. Currently, the transition disposition needs to be set to Requeue = Yes in order for the lead to be eligible for dialing in the new campaign, which makes the original lead Requeue as well. With Requeue = No on transition, the copy lead will not be made ready to dial immediately in the new campaign.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  15. QM - Request Further Review - Shouldn't Go Back to the Evaluator

    If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the QM Manager or Supervisor.

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  16. QM - Bonus Point Capability

    There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. RingCX Naming Convention

    Standardize the naming convention across the platform

    1 vote
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Ask an expert v2

    The goal is to link Contact Center teams with rest of organizations to "ask an expert", outside of the agent-customer discussion. V1 had 1-way communication (RingCX->RingEX message and the response from expert not visible in RingEX). This would be helpful for customers who are interested in both RingCX and RingEX.

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

  19. Build an Agent Console for RCCC that is embedded into RCV

    This could be used instead of using MAX in its own browser window

    5 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. Add CCaaS to VGE

    The request is to have CCaas included in VGE.

    1 vote
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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