809 results found
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Supervisor Activity report
Have a detailed report for Admins to have a Supervisor Activity Report.
In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.
5 votes -
Feature Request: Manageability of Grayed-Out Fields in RingSense Integrations with Salesforce
Request Summary:
Customer has raised a concern regarding certain fields in the RingSense integration with Salesforce, specifically the isClosed field on the Opportunity object. They would like the ability to uncheck this field, as it is currently preventing the system from correctly relating tasks to open, active opportunities.Customer Query:
The customer is testing RingSense with Salesforce and has noticed that some boxes, such as the isClosed field, are grayed out or cannot be unchecked. They are wondering whether this is a limitation due to their test license or if this behavior is the default for all users. The isClosed…3 votes -
Voice Queues: Visibility to all Queues but by default only see the ones assigned to
- When logging in, agent has visibility to all queues and they have to unclick all markets queues that not assigned to so only see the ones actually assigned to
- Don't want to take away the ability to access all the other market area queues (example: FL dispatchers don't have internet due to hurricane, need to be able to select the FL queues to help them out)
- By default only see the queues the agents are assigned to
1 vote -
Enhance reporting on system generated states
In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…
3 votes -
Voice recognition should also cater to people with strong accents.
Voice recognition should also cater to people with strong accents.
2 votes -
Allow for ability to add role restrictions to supervisor tool.
Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call.
Customers would like to have the ability to restrict the supervisor functions to Monitor calls only.
3 votes -
Email Notification with details
IP address, store location (customer) and display chat transcripts for all the chat interaction will be send to the clients email address. Since this is the current set-up of the customer.
1 vote -
sale dropdown option
in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)
3 votes -
Add IP Address field in Ring CX Analytics for Reporting
For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.
11 votes -
we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would
we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would be nice to just have a large pool of agents all logged in to the same mix of campaigns rather than splitting up the team, that way the outbound traffic has that natural flow along with the inbound traffic, as if being logged into multiple inbound queues. This would assist in removing some of the seams in the workday and allow agents to stay fresh on all of our products, rather than having to learn to…
1 vote -
RingCX Dashboard Overview
User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)
Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.
2 votes -
Restrict my agents from seeing the "New messages" inbox
Restrict my agents from seeing the "New messages" inbox
- I need your help in restricting my other agents from seeing the "New messages" inbox. See attached screenshot
- We only want agents who are assigned to chat to see chat messages. No specific other reason than that
- We want to pick which team members can access the messages.
3 votes -
Web callback widget management from RingCX
Provide a widget management from RingCX Admin to enable Web callback from customer website.
Similar to chat invites but for callback we need to be able to manage the look and feel (color, design) of the widget and more capabilities like:
- real time or scheduled callback,
- agent availability for real time,
- calendar for scheduled,
- associated campaign,
- form to get contact details and additional context - if needed, optional custom fields populated by Javascript or CSS selector for a deeper integration
- ...4 votes -
RNA in Analyics
We would like the ability to filter RNA's out of interaction counts.
1 vote -
Adding the ability to add attachments to a disposition or conversation comment field
While entering a disposition after a call or an email, or while adding a new comment to a "conversation" post call or email handled, I believe there should exist an ability to add an attachment for historical purposes. For example, having a pdf of an invoice, a photo relevant to the conversation or a video that's relevant would be positively impactful to our business.
1 vote -
Transfer Calls from from Ringcx to RingEX park location is not working
I would like to submit a feature request regarding the Transfer calls from RingCX to the RingEX Park Location not working.
Currently, when trying to transfer calls to RingEX park locations from RingCX calls, the calls are with no error message.
"There is no error message received. They transfer the call to the park extension and it just hangs up on the caller. No error message. And nothing on the caller side to indicate anything other than the call dropped."
1 vote -
2 votes
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Case Sensitivity for Audio Search is not friendly
- Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
- Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
- Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A…
2 votes -
Default Enable Queue Call Recording Settings
Currently, call recording settings need to be configured individually for voice queues/campaigns.
Request to provide an option at the global/account level to define call recording settings that will apply/cascade down to all voice queues/campaigns, and ensure that any new queues/campaigns built on the account maintain these same settings, with the ultimate goal being that any call, inbound or outbound, is recorded per the account-level recording preferences.
1 vote -
Restricting users to dashboard access only
Restricting users to dashboard access only.
We need provide some of the users access to dashboards only, meaning they shouldn’t be able to access any other options.
There is another odd thing - there are multiple full access roles being duplicated
Can you also please check how are the roles are in place for analytics portal. Its unusual that we have to create them as admin to provide access to analytics portal. There is also an open case with Myra – Users cannot see custom shared dashboards or receive schedule data exports via email even after having full access.
1 vote
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