321 results found

1. CNAM display in RingCX Real Time Dashboard

   Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

   6 votes

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   Implemented  ·  3 comments  ·  Other  ·  Delete…  ·  Admin →
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2. Pass limits per 24 hours

   Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

   Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

   Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

   Customers would like this feature as soon as possible, as it makes managing state specific regulations very easy to manage.

   Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)

   Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key

   Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing

   Customers would like this feature as soon as possible, as it makes… more

   2 votes

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3. Agent Script/Custom Field Recording Delivery

   Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

   Currently, only the field name feeds over to the S3/AWS bucket in the file name.

   33 votes

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4. arrange disposition alphabetically in RingCX

   It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.

   1 vote

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5. Feature Enhancement Request: Total Hours/Log-in Time on Campaign Level in Historical Reports

   Description:

   We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

   Use Case:
   The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the time spent on specific campaigns without requiring manual aggregation.

   Current Limitation:
   Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
   There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
   Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
   Enhancement Request:
   We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

   Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
   Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
   Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
   Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
   Impact:
   Improved reporting accuracy for customers managing multiple campaigns.
   Enhanced efficiency by removing the need for manual calculations and third-party tools.
   More granular resource allocation insights for optimizing workforce management based on campaign performance.
   Priority:
   This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation

   Description:

   We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

   Use Case:
   The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the… more

   4 votes

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6. Voicemail Notification Emails for Voice Queues with Text Transcripts

   Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

   11 votes

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7. Reputation Management Integration

   Add an on platform phone number reputation management tool or add an integration that allows for this capability

   3 votes

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8. Improve Speed of Historical Reports

   One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.

   2 votes

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9. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

   Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

   Feature Request: We request that the RingCX Analytics system be enhanced to:

   Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
   Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
   Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
   Use Case:

   User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
   Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
   Benefits:

   Improves consistency in transcript availability across all supported channels in RingCX Analytics.
   Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
   Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
   Technical Considerations:

   Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
   Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
   Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
   Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

   Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

   Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

   Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

   Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other… more

   6 votes

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10. sort supervisor view by team

    When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

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    5 votes

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11. Being able to change an agents status through the Real Time Dashboard

    We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    20 votes

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12. Enable Call Controls in RCX Agent UI when dialing Mobile Numbers

    When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    23 votes

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13. Delay in the event after "Single Play Audio"

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    Expected behavior
    There is no delay after the end of playing 2 files.

    Adding additional details:
    Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

    Can we consider this as a feature request to meet the customer's expectation?

    There should be no delay after the end of playing 2 files.

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    … more

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    18 votes

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14. Feature Request: Report on Transferred Call Destinations in RingCX

    I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

    Use Case:
    One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

    Requested Feature:
    Report Type: Call Transfer Destination Report
    Details Required: The report should include the original inbound number, the transferred number, and the timestamp of the transfer.
    Purpose: To enable clients to analyze call transfer patterns, specifically to internal numbers, for better decision-making and resource allocation.
    Implementing this feature would add significant value to our platform and enhance the reporting capabilities that our clients rely on.

    Thank you for considering this request. Please let me know if you need any further details or clarifications.

    I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

    Use Case:
    One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

    Requested Feature:
    Report Type: Call Transfer Destination Report
    Details… more

    12 votes

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15. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    15 votes

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16. Skills Based Routing in RingCX Analytics

    Customers who are leveraging skills based routing would want to be able to report on that within the RingCX Analytics Historical Reporting, to report on how calls are being distributed.

    2 votes

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17. Max Q Data in RingCX Custom Widget

    To have the option for Max Q under the Data tab in RingCX Custom Widget.

    2 votes

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18. Feature Request: Agent Search Leads by Campaign in RingCX Problem:

    Feature Request: Agent Search Leads by Campaign in RingCX
    Problem:

    Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.

    Proposed Solution:

    Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.

    Benefits:

    Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.

    Enhanced Lead Management: Campaigns can be better organized and tracked, leading to improved lead conversion rates.

    Increased Customer Satisfaction: Agents can provide more personalized and timely responses to leads, leading to a better customer experience.
    Implementation Suggestions:

    Search Bar: Add a search bar within the campaign view where agents can enter campaign names or keywords.

    Filters: Allow agents to filter leads by campaign status, lead source, or other relevant criteria.
    Advanced Search: Consider offering advanced search options for more complex queries.

    By implementing this feature, RingCX can provide agents with a powerful tool to streamline their workflow and improve their ability to convert leads into customers

    Feature Request: Agent Search Leads by Campaign in RingCX
    Problem:

    Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.

    Proposed Solution:

    Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.

    Benefits:

    Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.

    Enhanced Lead Management: Campaigns can be better organized and tracked, leading… more

    4 votes

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19. RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)

    Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    9 votes

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20. RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page

    Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While they can edit the settings on the portal, they cannot save any modifications.

    To avoid any future confusion, I would like to suggest we introduce a toggle within the roles and permissions that would allow to individually turn the access to the “Analytics” or “Admin” tiles off and remove them from an individual’s “Welcome Page”.

    Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While… more

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    13 votes

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