1512 results found
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RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage
Problem:
• Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.Current Behavior:
• RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
Routing options are limited to static configurations based on time, IVR selections, or specific call…7 votes -
View Waiting Contact Info In Embedded Agent
The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.
1 vote -
Unavailable Code Logout Timer
NICE CXone has a "Agent Timeout" setting on each unavailable code. Please add the functionality to toggle on an "Agent Timeout" for each unavailable code. When enabled, and the agent reaches the value set for the timeout, the agent would be logged out of the RingCX system. This is useful for agents that put themselves into an unavailable code like Lunch, without realizing they are taking the rest of the day off. For example, most employees take a one hour lunch break. The "Agent Timeout" for the Lunch available could would be set to 120 minutes (two hours). The agent…
1 vote -
Populate Name in RingCX On Outbound Call
When using the RingCX embedded agent in ServiceNow, and a outbound call is placed with click to dial, the "Name" is not populated in the RingCX agent like it is on an incoming phone call. This would provide a more consistent user experience on inbound and outbound phone calls in the RingCX agent. Additionally, it would assist in finding other open cases that that contact has right within the RingCX agent, so the user does not have to navigate back to ServiceNow to look at the contact's other open cases.
1 vote -
Improve the functionality of scheduled callbacks
Currently a scheduled callback is triggered regardless of whether an employee is available or not.
Example : Callback scheduled by a user at 4pm, all employees are online at this time, but the call is still triggered at the specified time, and the user is waiting on the queue.
This will improve the User Experience on this callback feature3 votes -
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
2 votes -
RingCX IVR press path report
It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.
25 votes -
CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
117 votes -
Agent State
Make Agent States by Agent and not a global setting.
1 vote -
RingCX SPOG - Display Corporate Directory Matches When Typing on RCX App Keypad
Enhance the RingCX (RingCentral SPOG) app keypad functionality to display matching entries from the corporate directory as users type an extension or phone number.
Current Behavior:
When users enter digits via the SPOG app keypad when transferring calls to EX extensions, no directory search results are displayed.Expected Behavior:
While using the keypad in the RCX app, as users type an extension number, the app should display relevant matches from the corporate directory. This improves usability by confirming the target contact before initiating or transferring a call from RingCX to EX.Justification:
Enhances user experience by making it easier to…
2 votes -
Be able to delete emails or create a completed folder in RingCX
Be able to create a deleted or completed folder to move emails to so we can see whats still needing worked.
2 votes -
Company/Personal EX Contact Phonebook
I would like to suggest that we have the ability to access Company/Personal EX Phonebook in Ring CX, so calls come from the Contact Center number.
This would be useful for CX Agents as they do need to make outbound calls to Branches & Suppliers.
3 votes -
Revamp RingCX Business Hours Override
Currently, the interface for the Business Hours Override settings can be super confusing to set up, and it's unclear to users how the settings will function once enabled.
Instead of defining times for the override to not kick in, the interface should have you specify the times it should actually kick in. Also, the override shouldn't knock out the business hours for the whole day but only apply to the specified timeframe in the configuration.
8 votes -
Make Changing Users Efficient and Secure
My First Born Super Admin let the company, i had to step in to maintain the system. In my situation, I needed to assume the First Born Super Admin Role, remove two users, access their email, and add two more users. Not having much experience with Ring Central I called support. The process to actually do this was astoundingly bad.
To assume the First Born Super Admin Role, I had to change user information on the First Born Super Admin to reflect my information, and i had to change my old one to a new user. The problem with this,…
4 votes -
RingCX agents able to see the total duration of their agent states for the day
We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.
6 votes -
Historical Reporting handle count for digital channels in RingCX
On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.
Sample report wherein the digital interactions were counted as handled:
Interactions details report
Interactions overview report
Agent Activity ReportIt should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).
5 votes -
call recordings
Hello,
We'd like the ability for agents to have access to their own call recordings in RingCX. Our agents are giving out technical advise and sometimes have to refer back to their own calls to in order to fill out the details in our external CRM system. If we're busy and have some calls waiting, the agents answer all the incoming calls, then log the activities in our CRM system. This is where they need to log what technical advise has been given to the callers.This feature is available in standard RingCentral agents, but not for CX agents
4 votes -
RingCX Feature Enhancement | Allow Administrator to change User Role from Analyst to Editor
RingCX Feature Enhancement |
Allow Administrator to change User Role from Analyst to Editor
Currently Admin can only see "Viewer" and "Analyst".Related Article:
2 votes -
agents seeing how many waiting in queue
Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs
4 votes -
Display CX and EX Presence Concurrently in the Corporate Directory
In the corporate directory, display RingCX presence for agents and RingEX presence for non-agents side by side.
2 votes
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