1180 results found
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WFM for Ring CX
I currently see no way to monitor my team's schedule adherence in Ring CX. This is a very important feature. Please make it available for Ring CX.
1 votePlease contact your account manager as AI WFM is now available as an add-on for RingCX product
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Robust Wallboard Functionality
Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.
RingCX Wallboard is required to have the below features added:
Images (i.e. Brand Logo)
Scrolling / Static Text Boxes (Manual Announcements / Information updated)
Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)
Calculated Statistic Values (Example: Presented – Deflected)
Coloured/Alerting Boxes based on Statistics (Number or Text)
2 votes -
outbound caller ID for 911 calls handled
The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.
3 votes -
More specific end call results in RingCX
Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)
What does the feature do that RCX doesn't currently do?
Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.
What impact will this feature have on the customer's business?
Allows customers to have a better understanding of call results, which…
2 votes -
RingCX within India
RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.
15 votes -
RingCX SFDC Embedded Agent -doesn't auto remember the previous call and not showing a match
Issue: When a customer calls in and their phone number is associated with multiple Salesforce accounts, the system does not automatically recall the account from the previous interaction. As a result, it fails to show a match or defaults to presenting multiple matches.
Expected Fix:
The system should automatically associate the incoming call with the same account that was used in the most recent interaction. For example, if the last call was matched to Account 1, the system should prioritize and automatically match the incoming call to Account 1 instead of prompting for selection among all associated accounts.
1 vote -
Feature Request: Language Selection for Play Hold Time Announcer in RingCX
Feature Request: Language Selection for Play Hold Time Announcer in RingCX
Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.
Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.
Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.
Support Reference: For more details on configuring inbound queue events, you can refer to the…
5 votes -
RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
1 vote -
RingCX voice recording
Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.
14 votes -
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
- THe reason is sometimes agents forgot to put the disposition after the call
1 vote -
RCX Must Use CallerID Name Configured in REX
Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent
1 vote -
RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
33 votes -
Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.
When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.
It be nice to have the ability to set a greeting for this one.
1 vote -
RingCX Agent able to do a consultation to another RingCX Queue without active call
Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.
1 vote -
Feature Request: Rules Engine for RingCX
Feature Name: Rules Engine for RingCX
Description: Customers using RingCX would like the ability to create and manage rules that automate actions based on specific conditions.
This includes features such as:
• Ignoring or categorizing content based on predefined criteria.
• Changing language settings automatically.
• Updating interaction priority dynamically.
• Distributing cases across categories using weighted percentages.
• Applying conditional logic to automate routing and content management.Use Case:
This feature would allow customers to enhance automation within RingCX by defining rules that streamline interaction handling, improve agent efficiency, and enhance response prioritization.
Currently, this is only available in…2 votes -
RingCX downloaded reports included data
Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.
1 vote -
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
8 votes -
Show the entire message and not strip away an email thread and only leave the newest message
This account would like to have the ability to view the entire email thread and not only leave the newest message.
3 votes -
Logs that will show why the agents were logged out from the RingCX portal
The customer would like to have logs that will show why the agents were logged out from the RingCX portal.
3 votes -
Add Session timeout for RingCX user
For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.
Bare minimum would be a session timeout applied to all user on RingCX.
A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.15 votes
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