1180 results found
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Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
1 vote -
Allow option to transfer to queues in addition to users
We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.
6 votes -
Ability to Export/Import on the email template, or a restore point.
The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.
3 votes -
RingCX ADMX template for browser group policy
RingCentral implementation to give a RingCX ADMX template for browser group policy template which has the necessary allowed protocols in the browser for security lock
5 votes -
Reputation Management Integration
Add an on platform phone number reputation management tool or add an integration that allows for this capability
3 votes -
Setting to enable dashboards/embed in agents view
Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.
3 votes -
Add a customer care link for reporting incidents
add a link in the service status- core services- reporting Incident status updates . where is says please reach out to customer care. (a link here would be helpful).
1 vote -
Feature Request: Agent Search Leads by Campaign in RingCX Problem:
Feature Request: Agent Search Leads by Campaign in RingCX
Problem:Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.
Proposed Solution:
Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.
Benefits:
Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.
Enhanced Lead Management: Campaigns can be better organized and tracked, leading…
4 votes -
Show messages assigned to agent in My Messages rather than my inbox
When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.2 votes -
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
The customer needs a comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
1 vote -
CRM Task Automation
A Menu that allows you to Automate CRM Task, No code Bi Directional Sync. Task like Adding a Note to the CRM, Logging a call, Updating a contact, Creating a case, Creating a Ticket in the CRM. The Event triggers for the task should be selectable, events like inbound call, Outbound call etc..
Competitors are delivering this automated functionality, heres an example - https://support.talkdesk.com/hc/en-us/articles/201078959-Automating-tasks-in-your-Zoho-Integration.3 votes -
The customer wanted to know if there is an option to enter a code before accessing the RingCX recorded link
The customer requested the ability to enter a code before accessing the RingCX recorded link, ensuring that all call recordings remain secure and are not accessible to unauthorized users.
2 votes -
RingCX Analytics
Feature Request for RingCX Platform:
Request Summary:
The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):Dialing time – Total time agents spend dialing numbers.
Number of calls – The aggregate count of outbound and inbound calls made by agents.
Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
Number of contacts – The total number of unique contacts reached during the reporting period.
Number of interactions – A breakdown of all communication interactions…3 votes -
SMS Blasts
Outbound blast (via Textel); SMS SFDC Integration
4 votes -
1 vote
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Global Variables or Switch statements that can be called by script objects across multiple call flows.
Currently migrating from the Puzzel Contact Centre to RingCentral. Puzzel provides global values where you can add multiple choices (e.g. a switch statement). You can add these switches to any call flow and apply logic and flow routes based on the current value of the switch item. We use these for multiple scenarios, major incidents affecting operational centres, monitoring centres. If a switch is set to 'incident' scenario, several call flows have different logic and will allow for longer wait times, different escalation routes, or routes to different queues or 'on call' technicians. We also have regional and divisional switches…
1 vote -
RingCX Report - Hold Frequencies
Feature Request: Option to generate a report that has the hold frequencies or the number of times that each call was placed on hold by the agent.
1 vote -
1 vote
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Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
2 votes -
RingCX live redaction
RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.
Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.
This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.
5 votes
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