1180 results found

1. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

   Use Case:
   A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

   This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

   Proposed Enhancement:

   Diagnostic Tools for Upload/Management Testing:

   Admin Panel Visibility:
   Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
   Detailed Error Logging:
   Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
   The specific lead IDs that failed to upload.
   The error type encountered (e.g., network failure, internal server error, missing data).
   The list or campaign where the failure occurred.
   Error Resolution Suggestions:
   Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
   Lead State Monitoring:

   Lead State Consistency Check:
   Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
   Lead Activity History:
   Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
   Automated Testing for Lead List Transfers:

   Pre-Transfer Validation:
   Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
   Post-Transfer Confirmation:
   After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
   API Enhancements:

   Lead Search and Fetch Enhancements:
   Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
   Enhanced API Feedback:
   When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
   Testing Environment for RingCentral Tech Support:

   Sandbox for Lead Management:
   Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
   Automated Monitoring and Alerting:

   Real-Time Monitoring:
   Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
   Customizable Alerts:
   Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
   Benefits:

   Increased visibility and control over lead uploads and transfers.
   Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
   Enhanced troubleshooting and faster resolution for technical support teams.
   Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
   Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
   This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

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2. Allow editing of Call Detail Record info instead of manual pass

   Allow editing of Call Detail Record info instead of manual pass.

   3 votes

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3. Expanded Queue Priority Levels

   I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.

   This is essential to customers who provide 3rd party support to a large client base and with a tiered approach, similar to our Advanced/Enterprise support offerings.

   Opp if needed -https://rc.lightning.force.com/lightning/r/Opportunity/006Hr00001RNd3PIAT/view

   I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.

   This is essential to customers who provide 3rd party support to a large client base… more

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   Implemented  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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4. Configure "Total" column in RT inbound dashboard to sum-up unique avail agents only

   Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.

   The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.

   The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.

   We need the system to summarize unique agents only under the Avail column

   Remove or reconfigure the "Total" on the RT dashboard. It appears to be misleading in terms of the total availability count.

   The client thinks there are 7 available agents, but the actual number is higher than it should be because agents are assigned to multiple queues, causing them to be counted more than once.

   The total number of available agents (boxed in orange) shown in the dashboard is based on the sum of the "Avail" column. Since some agents are assigned to multiple queues, they are counted more than once, which leads to a higher total than the actual headcount.

   … more

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5. Display CX and EX Presence Concurrently in the Corporate Directory

   In the corporate directory, display RingCX presence for agents and RingEX presence for non-agents side by side.

   1 vote

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6. Caller ID Persistence for Requeued Calls

   Display the name or extension of the requeueing agent in the receiving agent’s interface or call history.

   1 vote

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   Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. Squareup CRM Integration

   Squareup CRM Integration

   1 vote

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8. sms chatbot

   SMS AI CHATBOT. Answer Questions, Help Book Appointments.

   1 vote

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9. Have an option to have the first user receive the call while setting other members to Longest Idle

   Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle

   2 votes

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   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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10. Ignored automatically status

    Would like an additional query status of "ignored automatically" in the Inbox section of emails. This will allow us to separate out messages that were ignored manually by agents from the messages that were deemed ignored by marking as solved without a reply.

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    Future Consideration  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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11. Enable Replying to Messages from 'All Messages' Tab

    Allow agents to reply to customer messages directly from the 'All Messages' tab in the RingCX Agent interface, instead of navigating to the 'My Messages' tab.

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12. Customize Transition Tones

    We would like the ability to customize the Agent 'TRANSITION' state to an audio file from the audio library.

    2 votes

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13. Agent State Changes while Engaged

    We would like the ability to update agent state to 'break' 'lunch' or 'away' while engaged instead of just 'break' being the default and only option.

    2 votes

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    Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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14. Ability to use Logitech vibe buttons on the headset to hang up and pick calls for RingCx calls.

    Ability to use Logitech Vibe headset buttons to answer, mute, and end calls for RingCx calls.

    1 vote

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15. RingCX -- Ability to default "Stay On Call" either on or off

    We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

    24 votes

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    Future Consideration  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. Log Calls | RingCX For SalesForce

    Ability to log calls into SF even if the call did not connect to agent/there's no answer. It doesn’t log an activity unless a disposition is chosen by the caller.

    1 vote

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    Under Review  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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17. Stay On Stats Page For RingCX SPOG

    Customer wants to stay on Stats tab/page before and after receiving or making a call. Customer does not want to change the page/tab when the call is answered and stays on Stats tab.

    1 vote

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18. Identity Information in Reporting/Analytics

    The ability to report on Identities.

    It seems like a gross oversight that there is no way to report on Identities linked to interactions.

    When an interaction is in progress, the interaction is linked to a Identity, meaning that the system is actively linking an interaction to an identity.

    However, within the reporting/Analytics, there doesn't seem to be a way to reporting on the amount of interactions, whether Digital or Voice, each identity has started.

    For example, we would like to know the top 10 identities that are interacting with us.
    For example, we would like to know how many interactions identities with the "Wolseley" company have started with us.

    You have Interactions and you have Identities, but in terms of reporting, these two things aren't linked at all, which seems like a major oversight and lack of system functionality.

    The ability to report on Identities.

    It seems like a gross oversight that there is no way to report on Identities linked to interactions.

    When an interaction is in progress, the interaction is linked to a Identity, meaning that the system is actively linking an interaction to an identity.

    However, within the reporting/Analytics, there doesn't seem to be a way to reporting on the amount of interactions, whether Digital or Voice, each identity has started.

    For example, we would like to know the top 10 identities that are interacting with us.
    For example, we would like to know how many… more

    1 vote

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    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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19. Stop RingCX from logging out

    Set a way to stop RIngCX from logging out when away from computer

    3 votes

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20. Agents should have the ability to choose between two lead lists and decide which one to load first from their RingCX.

    Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.

    2 votes

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    Needs More Information  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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