718 results found
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Ability to manage the time frame or coverage of customer detail tab display of historical interaction data
Ability to manage the specific time range of historical interaction details to be displayed in the agent interface once a customer call comes in. As per resource it is currently set to 25 months. The customer wants history to only be showing at most a year coverage only.
5 votes -
For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call
For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call
1 vote -
Option to Deprioritize or Pause RingEX Calls When Agents Are Logged Into the Contact Center
We request an enhancement that allows Contact Center agents to deprioritize, pause, or block RingEX (UC) inbound calls while they are actively logged into the Contact Center platform.
Currently, agents may receive simultaneous calls from both RingEX and the Contact Center. If a RingEX call is answered while a Contact Center call is incoming, the agent can be placed into a “refused” status, which may result in missed ACD calls, decreased service efficiency, and a negative customer experience.
This functionality is especially critical for environments where agents handle both RingEX and Contact Center calls, as simultaneous call handling currently disrupts…
1 vote -
Integrate both RingCX and RingEX in Salesforce
Currently, we have CX and the CX dialer integrated in Salesforce. I have a new team that would be better suited for EX.
It would be helpful if both were installed.
7 votes -
record call on transfer
Customer Law Office of James Scott Farrin (RCX # 38370001) would like RCX Queue's "Recording on Transfer" setting to pass recording control (pause/resume) to the REX user when RCX calls are transferred internally to REX user.
1 vote -
Automatic Update of Email "From" Address After Skill Transfer
Title
Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧
Description
Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
This change should take effect immediately when the agent opens the transferred email for the first time in the new queue…1 vote -
Improve Email Audit Log Details
Description:
We would like to propose an enhancement to the Email Audit Log feature in RingCX. Currently, the audit log provides limited visibility into how emails are routed within the system. To improve transparency and troubleshooting efficiency, we suggest the following additions:
• Requeue Destination: Clearly indicate where an email is requeued to, including the specific queue or user.
• Disposition Details: Include the final disposition applied to the email (e.g., closed, escalated, transferred), so we can better understand the outcome of the routing process.
These enhancements would significantly improve our ability to audit email handling, identify routing issues, and…1 vote -
Give Option to Change Background Colours
As some users spend a good deal of time on this application, and must stare at screens in order to do so, then the option to change background colours to something more restful to the eye would be appreciated. At this time, for instance, one cannot switch the screen to dark modes, or to colours like green which are more restful to the eyes. It would improve UI to allow for text / background customization, and would require very little software integration in order to so do.
1 vote -
Give the option to remove RNA
Create the option to have technicians remain available after a missed phone call.
1 vote -
Include a button for quick hang up disposition to reduce disposition times
Include a button for "quick hang up" just like the buttons for "do not call" and "Answering" disposition, this will allow to reduce disposition times in campaigns that have a high rate of hang ups before informing the purpose of the call.
1 vote -
There should be a way or an option for us to see the previous call reports including the total calls handled, total talktime, login,
There should be a way or an option in RCX agent for us to see the previous call reports including the total calls handled, total talktime, login,
1 vote -
Helpdesk
As a WFM professional for my organization I should be able to create and submit my own tickets to RingCentral when there is a system issue. At this time I'm told I have to contact my IT department (which doesn't understand how things should work on the WFM side). So I'm trying to explain the error and what should occur to someone who isn't familiar with workforce management. They then in turn try to explain what I told them to RingCentral. Once my issue has been assigned a technician to assist me I'm then looped back in to further clarify…
1 vote -
Option for Agents to Retain Queue Position After Going Unavailable
Customer requested a call routing feature wherein when agents go on Unavailable (like Break or Lunch) status and then go back to Available status, instead of their place being moved to the bottom of the queue to take a call, they can keep their previous place in the queue or retain their previous position in the queue.
1 vote -
Agent Message on CXone Agent Must Have Duration Configuration
The Agent Message popup that disappears immediately (for 5 seconds) is a normal behavior or work as design when using CXone Agent (https://help.nicecxone.com/content/studio/actions/messages/messages.htm.
Customer wants to have a configuration option to set the Agent Message popup to last for more than 5 seconds.
2 votes -
Agent Session Logout When Closing MAX Agent/CXone Agent Due To Network Disconnection
Customer requested to automatically logout the agent if the agent experiences network disconnection and closes MAX Agent/CXone Agent app to prevent the agent from getting refused calls.
28 votes -
Prevent caller ID from being carried over from CC
When a call from UC going to a cloud connect setup that goes to CC then call gets routed again to a user in UC it carries over the caller ID of the account owner in admin portal. We want a feature where this caller ID information will be controlled from the CC script or it will follow the settings on the UC side so that caller ID information will be different.
2 votes -
RingCX increase Decibels (dB)/Amplitude file "ringtone.wav
The Ring that plays when a call is received by RingCX on the website https://ringcx.ringcentral.com/ is too quiet. User are unable to hear the ring. We are asking that you increase the Decibels (dB) / Amplitude. On the “wav” file. The file name is “ringtone.wav”
Resource is located, "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
From the HAR files.
//"connectionId": "20832",
"initiator": {
"type": "other"
},
"priority": "Low",
"resourceType": "media",
"cache": {},
"connection": "443",
"request": {
"method": "GET",
"url": "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
"httpVersion": "http/2.0",
"headers": [
{
"name": ":authority",
"value": "ringcx.ringcentral.com"//7 votes -
Use "document.title" to change Tab title in Google Chrome to automatically update to reflect the current status (ringCx
We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'
This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.
When status is changed the following event is logged. Please see har files attached as a text doc.
the event…
10 votes -
Why do i need to Authenticate 5 different times when calling support
Honestly, this feels like security theater at this point.
I call in from my phone, Verify my 10 digit number, Verify with code thats emailed, verify with my VM pin, then I get a rep who has me verify with another code and my Extension all over again. Whats the point? Why am i jumping through hoops with the robot if the human doesnt get any of my info. Im already pretty miffed that i have to call in for support, by the time I get a human who can help, im 10 minutes in and even more ticked off.…2 votes -
Do what you say you’re gonna do
When I spoke with your sales rep, they told me that it would take them a couple of days to look into getting the number that I want and that they would get back to me that was five days ago. Somebody from your company called me a couple days ago to onboard me when I asked about acquiring a number they had no clue what I was talking about. This is not a good first impression of your company. You guys need to have better communication within your business.
1 vote
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