1450 results found
-
RingCX Agent able to do a consultation to another RingCX Queue without active call
Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.
2 votes -
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
2 votes -
Customer Profile Field Customization
We would like to suggest the ability for admins to add additional customizable fields that do not currently exist within the Customer Profile area at present. This would be for account numbers, enterprise wide information common to customers.
3 votes -
notification
Our agents are using the integrated softphone in RingCX. Many agents are logged into several queues. The agents have to click the RingCX notification and then click the "answer/reject" popup notification. My suggestion is to have only one notification and in that include the queue name, customer name (if known from the carrier) and ANI along with the answer/reject buttons.
1 vote -
RingCX Digital Inbox Restricted to Roles
Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.
6 votes -
Lead Management / Cadence
The customer would like a lead management functionality in our outbound dialer. wherein, the lead(no party connect ex. AM, NA, etc) can be dialed with 6 attempts in a week, then system to redial the lead after 2mos and 3 weeks (3mos interval from the day lead was uploaded in the campaign) then do it again on the 6th, 9th and 12th month.
2 votes -
Stay on Available status when Rejecting Calls
We would like to have an option to have agents stay on Available status when Rejecting Calls in RingCX
3 votes -
Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
Category: Analytics & Reporting
Affected Component: RingSense → Coaching → Scorecard → LeaderboardCurrent Limitation
• The Leaderboard only reflects average scores derived from manually scored Scorecards.
• AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.Proposed Enhancement
- Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:
• Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:
Average Score per User
Number of Scorecards per User- Adapt Calculation Methods for Yes/No Response Types:
•…
6 votesScorecard Intelligence - We've introduced a new tab inside Coaching module called scorecards, it gives you intelligence on scorecards at a global as well as individual level:
- Actionable visibility: Unlock scorecard performance and rank order agents
- Smarter analysis: Correlate agent scoring patterns (pass vs. fail)
- Business impact: Exportable reports enable trend analysis and informed decisions
You can find more details in the attached screenshot
-
RingSense integration with Salesforce for RCX users
RingSense integration with Salesforce for RCX. It is currently only available on RingEX side.
1 vote -
Calls should return with specific reasons such as invalid, rejected, blocked, and declined
When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"
Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means
9 votes -
RCX Dialer Ratio
As an organization that relies heavily on efficient contact center operations, the ability to quickly and flexibly manage dialing strategies is crucial. While the current system provides a stable and functional environment, one major limitation continues to hinder operational efficiency — the inability for client administrators to configure their own dialer ratio settings.
Currently, any adjustment to dialing ratios requires submitting a support ticket, resulting in unnecessary delays and increased dependence on external support teams. This not only slows down the optimization process but also limits the agility that contact center managers need to adapt to fluctuating call volumes, agent…
2 votes -
Real Time Inbound dashboard widget - Need to include Callback request count
Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.
It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.
14 votes -
RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page
Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:
- Account + below
or
- Account w/o below
- Agents + below
- Campaigns + below
- Phone Numbers + below
- Utilities + below
- Voice Inbound + below
- Workflow + below
This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…
13 votes -
RCX Ring Group option
The ring group option allows incoming calls to be directed to a team of agents, ensuring that they are answered by the agent who has been idle the longest. This method optimizes call handling efficiency by prioritizing agents who have been available the longest without taking a call.
2 votes -
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to.
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to nor do they want to wear them all day long. It's strange that you can adjust it on the app, but it doesn't do a thing for Ring CX. Why don't they work together? I can have my direct calls ring through my speaker, but not the Ring CX calls? That makes no sense and no one can seem to find a solution.
3 votes -
Count All Call Time as the Egaged Agent State
When ENGAGED on an active call, the call should count as the ENGAGED state the entire duration of the call. Currently, the ENGAGED status can be changed to a break state during the call (to signal to the system to change to that break status post-call), and the system starts clocking against BREAK-AFTER-CALL vs the ENGAGED state.
5 votes -
More specific end call results in RingCX
Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)
What does the feature do that RCX doesn't currently do?
Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.
What impact will this feature have on the customer's business?
Allows customers to have a better understanding of call results, which…
3 votes -
Have an option to have the first user receive the call while setting other members to Longest Idle
Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle
3 votes -
Change Color Associated with Engaged State
On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.
3 votes -
audio settings
In the web based RingCX app/site, there are no settings at all, of any kind, and none to change audio devices being used. When I login to the site, my bluetooth headset I use for calls on Teams turns on as though I've entered a call software environment, but there is no settings gear anywhere in the website at all - very strange...
1 vote
- Don't see your idea?