758 results found
-
Include the Live/Connected Abandon Rate on the FTC Compliance Dashboard
On the FTC Compliance Dashboard, the Abandon rate being shown is the Overall Abandon rate - inclusive of Voicemails, No Answers, etc. In order to really be FTC compliant we really need to see Live Answer Abandon Rate (what is referred to as Connected Abandon Rate in the widgets in real time dashboards).
1 vote -
son de notification
La notification de l'arrivée d'un tchat n'est pas assez forte, est-ce possible de changer le volume de la notification
1 vote -
Integrated scripting on digital queues
I would like to see integrated script support in digital queues (specifically Live Chat / Messaging) within RingCX.
Current Behavior:
Integrated scripts are available for voice queues, allowing agents to see contextual CRM data (such as a customer account link or customer identifier) within the agent interface during an interaction. However, this functionality is not available for digital/messaging queues. Scripts configured in Script Designer / Script Studio do not surface in the agent panel for digital interactions.Requested Behavior:
Extend integrated script support to digital queues so that agents handling Live Chat interactions can access the same CRM context they…4 votes -
keypad, DTMF, tone
There needs to be an option to turn ON/ OFF the DTMF tone (keypad sounds) when using the keypad on the desktop app and cell phone app. It currently is set to play the DTMF tone automatically and there is no way to turn it off without disabling the sounds on the device that you're using. This is highly distracting because the keypad sounds when you press a button are not in sync with the actual buttons being pressed if you are dialing quickly. The sound delay is especially distracting when entering memorized phone passcodes and phone numbers because you're…
1 vote -
Feature Request → Call Recording / Quality Management
I would like to request a feature enhancement in RingCX: the ability to play call recordings directly within the app, similar to how RingCentral allowed in‑app audio playback for auditing purposes.
Currently, we need to download recordings to review them, which slows down QA workflows. An integrated audio player would streamline call auditing, improve efficiency for Quality Analysts, and enhance the overall usability of the platform.
• Direct in‑app playback of call recordings
• Playback controls (pause, skip, speed adjustment)This feature is essential for teams performing regular call quality checks. Please consider adding it to the product roadmap.
1 vote -
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Real time showing Calls spilt out will provide beter live monitoring
No way to choose just inbound calls under Real Timne Agent Options (See Screen shot)
1 vote -
fax
More than one user should have the ability to see incoming faxes; matter of fact all users should be able to because all users can send them.
1 vote -
Ability to increase or change font and size on Real Time Dashboards - especially when hosting on a wallboard
Having the ability to change Real Time Dashboard fonts, colours and size would be really helpful especially when displaying on wallboards of various sizes.
1 vote -
1 vote
-
Coaching Function
It would be helpful to have the capability to delete a coaching that was published before completed in error.
1 vote -
Enable attached feature for fax without enabling File sharing
We disabled file sharing across the board as we did not want file sharing with any features. This may have affected the ability to add a document to the send-a-fax screen. How can I enable the attach feature for fax without enabling the file sharing feature? I am making some assumptions here, but please advise on a solution that would meet our needs.
2 votes -
Notes - Previous call notes to pop up with new calls
Previous call notes should be linked to new call versus having to search up previous conversation. This better equips agent and ultimately the caller experience.
1 vote -
Ability to assign scripts at Agent level
Ability to assign scripts at Agent level, currently can assigned at Queue and Campaign level only but I have had an ask from a customer who would like to select certain Agents only across multiple queues who can offer the post call survey to their customers.
1 vote -
Custom Contact Nicknames
We should be able to give contacts nicknames that only the user can see. Simple, easy to implement, and great customization option in my opinion.
2 votes -
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
1 vote -
DTMF keypress routing
Current behavior is that when a call is being dequeued to a user, the DTMF keypress tends to loop the audio set in the voice queue and doesn't follow the DTMF routing configured.
Suggested behavior is for the call to route appropriately when DTMF is pressed when the call is being dequeued to a user.
4 votes -
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
1 vote -
Restrict Access For RC Desktop App Contacts Favorite
By default, all users have access to adding favorite contacts. However, when a customer unchecks the "Include User in Company Directory" option under user details, the name disappears from the company contacts. Users still retain access to adding favorites. The customer's request is to implement admin-controlled access, allowing administrators to determine which users have the ability to add favorites.
1 vote -
Ability to Initiate Conference Calls from the RingCentral App to a MAX Agent
At this time, the RingCentral App does not support initiating conference calls directly with a MAX Agent. Currently, there is no capability to merge calls between the RingCentral App and a MAX Agent. We would require this functionality to enable seamless call merging between the RC App and MAX for improved call handling and collaboration.
3 votes -
Supervisor View, Show Agent Unavailable State
In Supervisor > Live Monitoring, you can observe and click on various Skills. Doing so brings up a sidebar to show agents assigned/inactive on that skill. The agent listing there goes through the agent name, their proficiency, and time in state - but does not identify what state the agent is in. There is an icon for Available, Logged Out, Working and Unavailable - but there are various Unavailable states, including ACW. Being able to see from this view which Unavailable State alongside the time would make skill management easier, as presently, the supervisor needs to move to the Agent…
1 vote
- Don't see your idea?