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1383 results found

  1. RingCX - Survey report

    The ability to get a report on surveys both for voice and digitial.

    Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

    28 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. RCX Deskphone Pairing for Mitel Devices

    Customers would like to have the ability to have Mitel Devices have control over the RCX app and controls via a deskphone, primarily the suite of Mitel Devices.

    4 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Ability to see if someone is having calls forwarded TO them

    Currently, we do not have the ability in the RC Admin Portal to see if someone is having calls forwarded TO them. Adding this feature would greatly help in seeing if someone is unknowingly having calls forwarded to them from another user/queue.

    20 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?

  4. Exporting detailed IVR flow including the user extensions phone number

    The customer is requesting an option to export the IVR phone tree, which it includes the specific phone numbers and user extensions used in the IVR key presses.

    3 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  5. caller id

    It would be extremely beneficial for contact name to be displayed in RingCX when a contact has been saved. While the phone number is displayed, it would be helpful for agents to know who the caller is before the call is disconnected. This helps them to mentally prepare and is crucial to certain scenarios.

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

  6. Manually assign queued emails

    To be capable of manually assigning queued emails to agents.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  7. add calling function when in a chat

    It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
    Right now you have to copy and paste the phone number to the phone menu

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

  8. Setting up a time limit for calls, like Google’s call duration

    Setting up a time limit for calls, like Google’s call duration (where calls are automatically limited to a set time), this can typically be implemented in several ways depending on the platform you’re using.

    3 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  9. Ability to Share a Ring CX Live Dashboard to Remote Team

    Add the ability for a CX supervisor to create a shareable, live, team dashboard for remote agents. Possibly the ability for them to view it in the Stats tab. Currently, you can only share a dashboard with another supervisor or use a pop out for in-person viewing on a separate screen/monitor. I would like the ability for my team to see each other and if their coworkers are on the queue, their status, call volume, etc. along with the queue info. We just started with Ring Central, and this issue is very important.

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

  10. Allow RingCentral App to Place RingCX Calls on Hold

    During a RingCX call using the RC app, putting the call on hold doesn't function correctly. The other party can still hear the audio when the hold feature is activated from the RC app.

    Allow the RingCentral App to effectively place RingCX calls on hold.

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

  11. OFCOM compliant Proactive and Predictive Dialler

    UK Outbound Dialler Requirements for Proactive and Predictive calling

    When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

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

  12. Record calls transferred from Contact Center to RingEX

    Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa

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

  13. Reinstatement Of Previous QM Forms Scoring in Contact Center

    Details of the enhancement:
    We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
    CX One QM - Can you have more than 100 points possible on an evaluation form

    Specifically, we are referring to the ability to:

    Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.

    Critical Sections: The ability…

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. Queue Event Configuration – Audio File Duration and Playback Count

    I would like to submit a suggestion to improve the Queue Event Configuration interface based on a recurring concern we encounter from customers.

    At present, the system does not display two key pieces of information when configuring Global Audio for queue events:

    The actual duration of the uploaded audio file, and

    The number of times the audio will play, calculated automatically based on the Duration set for the event.

    For example, if a customer uploads a 30-second audio file and sets the event duration to 90 seconds, the system should indicate that the audio will play 3 times during that…

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

  15. Callers routing to RingCX queues during off hours should not show as 'Inbound Abandoned'

    It would be helpful to filter the report to show only the actual abandoned calls that occurred while the queues were open during business hours. The customer needs a quick and reliable way to see the percentage of abandoned calls that happen specifically when staff are available and actively working.

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

  16. Caller ID when transferring a call.

    Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.

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

  17. Deleting Active Contacts In Bulk

    Admninistrators need a bulk delete function to efficiently remove multiple active or stuck contacts in Contact Center. Currently, they must delete each contact individually which is time-consuming and inefficient, especially when managining dozens or hundres of contacts.

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

  18. RCX - Feature Request - Chat waiting in queue / Agents visibility on waiting chats

    Similar to "What's next" in RCCC, agents have difficulty tracking chats in the queue. While we have My Stats to monitor this, when agents navigate to My Stats to check, it deletes all that was previously typed.

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

  19. This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current f

    This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current functionality only allows filtering by date.

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

  20. Add time based variable to holiday configuration

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In…

    11 votes
    Future Consideration  ·  2 comments  ·  Admin Portal  ·  Admin →
    How important is this to you?
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