1192 results found
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SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
12 votes -
Using the Local Bucket for Manual Outbound Calling
Customer wants to use the Local Bucket for Manual Outbound Calling as it would be beneficial for them instead of using it from their dialing. Customer mentioned that since 5x9 has it that it make sense to have it here as well.
Any tips/advice/workaround for this would be appreciated.
8 votes -
Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting
For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?
There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.
17 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
10 votes -
RingCX for Salesforce integration to RingCentral Desktop App
Customer wants to integrate RingCX for Salesforce to RingCentral desktop app so that when agent receives a call in RingCX, agent can retrieve Salesforce data or have popup in the RingCentral desktop app.
8 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
24 votes -
Productized Lead Loader API / Speed2Lead
Productized Lead Loader api / Speed2lead.
On the old chat form you can create a form and send leads to dialer campaign.
To include this option in the new chat form and set as subscription option for customer.
7 votes -
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 -
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).
17 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 -
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 -
Interaction Search
Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.
4 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 -
Caller ID Override for Callbacks in RingCX
Currently, the callback feature has no caller ID override. By default, it uses the DNIS as the caller ID when a callback is made by the system. For calls to external numbers that are forwarded to the RingCX number, it shows the number where the external number is forwarded as the caller ID.
Looking to have a feature or option to set the forwarded number (external number) as the caller ID.
10 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 -
base state
Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".
Currently, there are the Base States of:
Available
On Break
Away
Lunch
Break
Training
WorkingThe added custom states fall under one of those categories.
Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.
9 votes
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