264 results found
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2 votes
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manual outbound
Manual Outbound calls should still be able to be reported on in analytics. Not just individual queues or campaigns should have this. Currently only ACE shows data on how many outbound calls there are. I have asked members on RingCentrals end and there wasn't really a good answer about this, I found the ACE portion myself.
1 vote -
Enhance MAX Agent – Immediate Call Rerouting After Decline/Ignore in RingCentral App
Enhance MAX Agent to immediately route a contact to the next available agent when the current agent selects Decline/Ignore in the RingCentral App.
Currently, when an agent receives a contact through MAX Agent and selects Decline/Ignore in the RingCentral App, the contact remains in the refusal state until the configured MAX refusal timeout expires before it can be routed to another available agent.
The requested enhancement is for MAX Agent to recognize the agent's explicit Decline/Ignore action immediately, release the contact, and make it available for routing to the next eligible agent without waiting for the refusal timeout.
This would…
1 vote -
Allow for Call Tags to be Required
In CXOne Contact Center, you can require a disposition to be filled out after working each contact. We would like to see CXOne Contact Center also give this option for tags.
2 votes -
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size. The current version takes to much screen area.
1 vote -
Audio used for call recordings
It would be helpful if there would be an option for the customer to set their call recordings audio to either mono or stereo. Also, there should be support articles regarding the audio used for the call recordings in both EX, CX and Nice.
3 votes -
Allowing agents to solve digital interactions from folder view with a manual pull.
Currently the only way RC allows for a Digital Interaction (task) to be solved is if it's assigned to someone. Pulling a digital from the queue to complete it is possible, but when doing so there isn't an ability to remove it from the queue by closing it as solved. Therefore, the next available agent will get the digital that is already solved.
16 votes -
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 -
edit callback time for callbacks
allow agent to edit the time set for a callback since miss clicks lead to not being able to dial the customer back.
3 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
7 votes -
Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).
Request:
The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.Scenario:
An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.26 votes -
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.
7 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"//10 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 -
Call Center Live Transcription
Provide live transcriptions to call center agents, just like the EX users have. Agents in our call center cannot review transcriptions until the call is finished. This does not allow them to review any information live on the call until they have finished their conversation with the customer. Being able to reference context like addresses, names, or unique spellings provided by the customer would provide a better customer and agent experience. This would be a major quality of life change for the system.
2 votes -
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 -
feedback management (satmetrix)
Ability to be able to download / extract audio feedback from the customer using satmetrix.
1 vote -
auto populate agent data on the post call survey
customer should have an option to setup on how to auto populate agent data on the post call survey
1 vote -
Enable Simultaneous Calling for Queues
Currently there is no option within RingCX to have incoming calls ring agents simulataneously. It would be nice to be able to have this is an option within Queue routings so that it mirrors what customers get in the UC side.
As of now incoming calls go to all available agents one by one but would like to have all available agents being called at once for the one call first and having it picked on a first come first served basis (this will mean that this option will only be available if auto answer is off - to give…
2 votes -
CXone Agent presence synchronization via MS Teams (Version 2.0)
CXone Agent presence synchronization via MS Teams (Version 2.0)
With the CXone and MS Teams 2.0 presence sync feature, an agent's status will mirror their active CXone call state in MS Teams. This real-time synchronization prevents calls from being routed to unavailable agents. It avoids getting refused calls.1 vote
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