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1383 results found

  1. Improved alert system if no agent connected

    Currently the brick positioned on the WF is based on the group ID to check if agents are connected when receiving a request, otherwise it should be configured the ID of agents with the competence corresponding to the request
    For a shared team in which all employees do not take into account all customers, if an employee is connected but does not have the skills on an incoming request, no alert is issued because it is based on the group ID and therefore the entire team

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. CNAM feature for Canada

    We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

    88 votes
    Under Review  ·  19 comments  ·  Other  ·  Admin →
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  3. Dismiss "To start your agent session, connect to RingCX" on keypad

    Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.

    2 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  4. RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage

    Problem:
    • Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.

    Current Behavior:

    • RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
    Routing options are limited to static configurations based on time, IVR selections, or specific call…

    5 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Robust Realtime Native Guidance/Analysis (Agent Assist)

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    12 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. performance report - Call Result not tagged as abandoned if will transfer to another extension

    Performance Report - Calls from queue will not be tagged as abandoned calls in the performance report if the call will transfer to another extension

    2 votes
    New  ·  1 comment  ·  Admin Portal  ·  Admin →
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  7. RingCX Call Details "Call Termination by Agent or Caller"

    It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    51 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  8. To filter the report for "Today" and be able to select a specific time range.

    To have the ability to generate a report for "Today" and select a time range users desire.

    5 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  9. Performance Report

    Ability to see the total hours the agent is logged in on the app or DND

    2 votes
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  10. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

    18 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  11. Addition of SIP Status Codes to CDR Reports or API Download

    To enhance call center performance assessment and transparency, it is requested that SIP Status Codes be added to CDR reports or made available for download via API. This feature would enable better analysis of call data and provide valuable insights into call outcomes.

    4 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  12. Add Robocall filter

    RingCentral should add robocall filtering to CX. I was told it happens on the EX side, but it's not happening in CX. We're getting robocalls that hang up right after they are dropped into our queue, and that's causing our abandoned rate to spike.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. CallerID flexibility

    We have a Central Office and many Satellite Sites, we need to enable a few specific staff members to be able to set their CallerID to any of the Satellite Sites, at the moment this is a site by site feature and needs to be a user feature.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. System schedules accessible via Queues, channels, IVR

    System schedules accessible via Queues, channels, IVRs.

    Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.

    21 votes
    Future Consideration  ·  1 comment  ·  Admin Portal  ·  Admin →
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  15. Instantly flagged for token renewal

    The request is to instantly flag the need for token renewal. When a platform such as Instagram, Facebook does some update, the RingCX connected to it may be flagged of changes possible renewing the token from RingCX end.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Feature Request : Dialer: Fallback Handling if Agent Doesn’t Answer

    Additionally, the customer requested the following feature:

    If a broadcast-detected live answer is routed to an agent, and the agent fails to answer,

    They want the call to be automatically forwarded to a RingEX AI Agent (or another fallback destination), instead of being missed entirely.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Feature Request – IVR Option in RingCX Broadcasting

    Hi Team,

    I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.

    1. DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:

    Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),

    The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.

    Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:

    This functionality…

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

  18. Attachment limit increase

    Increase the attachment limit for the customer and their clients to attach files more than MB

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Tracking Deflected Calls

    All deflected calls to be presented on the dashboard with details of calls (driver name and telephone number)
    Feature request - Feature modification of existing abandoned campaign mapping to fit the ask

    1 vote
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
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  20. Transfer Digital Interactions with automatic recategorization

    Whenever an agent transfers the digital interaction to another queue, the category does not automatically change with the associated queue. Therefore, if a customer replies to the thread, the interaction is routed back to the last assigned queue instead of the transferred queue.

    Use Case:
    1. The customer selects the incorrect queue (Customer Service).
    2. Customer Service transfers the interaction to the Sales queue.
    3. The Sales agent ends the conversation.
    4. The customer replies to the same thread.
    5. The interaction is routed back to Customer Service.

    Desired Behavior: The interaction should be routed back to the Sales queue…

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