1178 results found
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Extend RingCX Call History View to 30 Days
RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…
16 votes -
Move from generic email profile to existing or new Customer Profile
When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.
Example:
Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
The VM call from caller ID is from 734-999-9999.That number is associated with John Smith, a customer profile visible from a previous interaction
with that customer.We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…
28 votes -
RingCX Agent voicemail greeting
A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.
5 votes -
Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.5 votes -
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Use Case: This will allow agents to categorize interactions more effectively with:
Notes (text field)
Disposition (drop-down)
Category 1 (drop-down)
Category 2 (drop-down)
10 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
23 votes -
Allow Hiding Metrics on a Historical Report
Ability to hide a metric on a report. For example, I use 2 metrics to calculate a custom metric, but I don't want those visible on the finished report.
7 votes -
Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
12 votes -
RingCX Voice Queue Call Distribution
The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.
14 votes -
Ability to Set Skill Weight/Proficiency
Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:
- Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
- Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
- Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).
16 votes -
RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor
ummary:
Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.Details / Description:
Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the…
6 votes -
RCX - Realtime Dashboard Access
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, regardless if they are just an Agent or an Admin.
9 votes -
Qualified Dispositioned Break out/Drop Down Report
Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).
8 votes -
Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps
when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...
21 votes -
Make the Knowledge Base for Agent Assist available on demand
Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.
11 votes -
Ringcx voicemail Email notification includes transcript of the voicemail
Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.
This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.
32 votesInteractions coming through the Queue voicemail channel provide transcripts now
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Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date
When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.
If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.
Hence, the agent and queue details should be cleared off after the date they are deleted from the portal
11 votes -
RingCX bulk upload on phonebook
Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.
Creating global phone book entries in RingCX screenshots of options attached.
16 votes -
When logging out of RCX or refreshing: digital tasks are immediately sent back to the queue.
When logging out of RCX or refreshing: mails in task mode assigned to an agent move to the Inbox instead of being kept on the task mode. the idea is to "keep" digital tasks assigned for a certain time with the same agent even if he refreshes the browser or disconnect from RingCX.
7 votes -
Outbound Default and Custom Lead Field Order/Ranking
Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.
14 votes
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