1510 results found
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RCX | Press pound (#) Message
The ability to add an automated message to press the pound key (#) when the their callers are routing to a Callback IVR since this is a system message there is no option to add this automatically. The customer needs to manually add it to the greeting.
3 votes -
Feature Request: Queue Identification for Agents via Marquee Display for RingCX
Currently, RingCX does not provide a Marquee feature to display the originating queue for incoming calls. Although the Agent Whisper feature can play a brief recording (such as the queue name) before the call is connected, there is no visible indication of the originating queue once the call is in progress.
Proposed Solution:
Implement a Marquee display or a similar visual indicator on the agent's interface that shows the originating queue for incoming calls. This would allow agents to quickly identify which queue the call is coming from without needing to rely solely on audio cues through the Agent Whisper…9 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
15 votes -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
10 votes -
Identities
Looking for the capability to be able to "export" the list of identities (customers that have called into the RingCX environment and the system has created an Identity (first name, last name, phone number, etc....) The capability to be able to review the identities and manage the entries that have been made to the repository where it is kept/stored
1 vote -
Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX
If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.
3 votes -
RingCX: Request for Direct Agent Download of Call Recordings
Agents using RingCX need the ability to quickly download a recording of a call they just completed directly from their agent interface, such as through a button on the call wrap-up screen or in the agent's recent call history.
1 vote -
RingCX HubSpot Extension Ability to send SMS
While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.
7 votesWe're excited to announce that we've listened to your feedback have rolled out a new update for the RingCX for HubSpot extension!
The Click to SMS feature is now available.
https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US
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RCX | Exporting reports with OB caller ID
"manual outbound caller id" be added as a selectable field/filter in reports for RingCX.
3 votes -
Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
For RingCX Historical Dashboards, Tommy wants a KPI similar to Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
6 votes -
RIngCX - Fixed amount for Agent States
We would like agents to only be in certain states for a fixed amount of time and for the agent's state to be automatically changed to available
3 votes -
Manual Call Recording for Manual Outbound Calls
All 140 Agents that place Manual Outbound Calls in RingCX need the ability to decide when/if they record their calls. If they do choose to record the call, they want to be able to drop a Audio File that will play to the customer that the call is being recorded (this is currently not supported with Manual Outbound Calls but is possible with the Dialer).
3 votes -
Supervisor access for survey results in RCX
Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.
5 votes -
Hidding Columns in Reports to produc more complex Calculations
When creating Reports and using the "Create Metric" to produce a %age I want to combine M2 and M3 as a Sum then get a %age between the "result" and M1 (see Screen Shot) I dont need the Column to show but I need the column "in" the report so aI can produce the Ratio "M5"
If we are given the ability to hide columns this will mean that customers can produce complex custom reports and Metric's without having to ask for "Custom" metrics be produced by the RC Dev Team or ask for "embebbed" metrics to be an option.
2 votes -
Rinsense for RingCX icon RingCentral app
Hello Team,
I hope you're doing well.
We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:
Add RingSense for RingCX as an icon in the RingCentral app.
Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.
This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.
Please…
6 votes -
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
Description:
• We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).
Current Behavior:
• RingCX allows custom audio and announcements to be played for queued callers.
• There is also a feature to announce the caller’s current position in the queue.
Requested Enhancement:
• The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger…
6 votes -
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
9 votes -
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…
9 votes -
monitoring
Within RingCX Supervisor, when selecting real-time monitoring, the RingCx dial pad populates, allowing the supervisor to Whisper and Barge if needed. It also allows the call to be disconnected, meaning the caller and the agent will be disconnected if the end call button is selected by the supervisor from the dial pad. Please disable the end call option, or at a minimum after that is selected a choice should be presented to allow the supervisor to stop monitoring, or to fully disconnect all callers.
I realize that in the top banner of the supervisor window, monitoring can be stopped without…
2 votes -
RingCX Voice Queue Priority and Agent Rank
Have RingCX Voice Queue Priority and Agent Rank work at the same time. RingCX Tier 3 mentioned "Pretty sure i'ts not going to work regardless of who is assigned to what queues. They can't use queue priority and agent rank together" this does not make any sense as queue priority and agent ranks have different purpose.
5 votes
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