1450 results found
-
Internal chat for supervisors and agents
Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
- ability for agent to ask for help proactively to their supervisor.
- ability for supervisor to get involved in a less intrusive way.The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.
39 votesAgents can chat with their team mates and colleagues with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
-
add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote -
add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote -
Feature Request: Report on Transferred Call Destinations in RingCX
I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.
Use Case:
One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.Requested Feature:
Report Type: Call Transfer Destination Report
Details…15 votes -
Fix Browser Refresh Logging Agents Out Of CX
When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.
34 votes -
RingCX Analytics Report shortcut in RC App Desktop
using the analytical report via the web browser and wanted to see if it can be added/done via Ringcentral app.
This will limits of checking the Analytic -Dashboard for RingCX to another browsers.
1 vote -
RingCX platform: Request to add Overflow routing feature
RingCX platform: Request to add Overflow routing feature
The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.1 vote -
Voicemail Notification Emails for Voice Queues with Text Transcripts
Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.
15 votes -
Give RCX agents ability to transfer to REX External Shared Contacts Directory
The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.
7 votes -
Planned web callback improvements (agent availability check, better/invisible blended mode)
Customers have several issues with the way RCX can provide web callback.
Customer is using voice broadcast with a redirection to a workflow but agent availability cannot be checked before making the outbound call resulting in a poor customer experience if no agent is available.
On the current setup, the agent availability is not evaluated before the customer gets called by the system. So the customer gets called, does not necessarily get to an agent and then gets an option to plan another callback or leave a message which makes for a poor experience altogether.
Other Outbound campaign modes are…
1 vote -
RCX RT Dashboard to Show Individual Caller Hold/Wait Time
Wallboard that will show how long each call has been in a queue individual hold time
and will show the total queued time for each caller.12 votes -
To be able to see callback-await-queue other than just queued after enabling FiFO.
Under their stats it shows "In Queue" and this is where they were seeing the total amount of calls in queue including call backs but now since enabling FiFO it shows them the total of "queued" calls only, not the total of call backs waiting (callback-await-queue) and "queued" calls. Is there a way to change this? They can certainly see the total under "active" but under active it also includes the calls that agents are currently actively on, making it hard to gauge pending volume.
In the example below, the "In Queue" says 1 but when you actually look into…
2 votes -
Dial 911 On RingCX Agent Platform
Ability to dial 911 or 988 on RingCX Agent platform
5 votes -
RingCX Voice Skill "Play Hold Time" Feature Enhancement Request
Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…
8 votes -
Resume Chat Session to Original Technician After Client Inactivity
Request for functionality that allows chat sessions, reinitiated by a client after inactivity, to be reassigned to the original technician instead of being routed back to the queue for random reassignment.
1 vote -
Date Time node in Workflow Studio should default to the same timezone as the account
When adding a new Date Time node in the Workflow Studio, the timezone defaults to Eastern Standard Time. This is unexpected.
Expected behavior would be for the Date Time node to use the same Timezone that is set in Account settings.
3 votes -
Record based on dialed number pattern
Agents must manually select between recorded and non-recorded outbound queues. When making an internal (non-recorded) call, the agent must remember to switch to the appropriate queue, then manually switch back afterward for recorded (member-facing) calls. This manual process introduces compliance risks and increases agent workload and chances of user error.
Expected Behavior:
The customer would like this process to be automated based on the dialed number pattern. Specifically:If the agent dials a 4-digit internal extension (BTN*EXT): Do not record the call (assumed to be internal communication).
If the agent dials a 10-digit external number: Record the call (assumed to…
2 votes -
RingCX Create workflow
Ringcx
When creating workflow and costumer like to merge a new created or exciting workflow ,the would like to have to option to merge with other flow
As for now this option is not available2 votes -
Improved alert system if no agent connected
Currently the brick positioned on the WF is based on the group ID to check if agents are connected when receiving a request, otherwise it should be configured the ID of agents with the competence corresponding to the request
For a shared team in which all employees do not take into account all customers, if an employee is connected but does not have the skills on an incoming request, no alert is issued because it is based on the group ID and therefore the entire team4 votes -
RingCX Stuck Contacts Report
Customer would like a report on specific reason as to why the call(s) get stuck. For instance, one UII get stuck and the report shows that the call was stuck due to an internet connection or a glitch.
2 votes
- Don't see your idea?