1575 results found

1. "Agent Specific Callback" Disposition, be available for Voice Queue calls

   Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.

   In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.

   10 votes

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   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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2. Custom Greetings library

   It would be of great value to have the ability to record and store several or a couple of custom greetings for individual lines. Currently, you can only have 1. There is a library for the contact center prompt greetings.

   1 vote

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   New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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3. More granular auditing and alarming on RingCX configuration changes.

   The ability to create configurable alarms on critical configuration changes. This would enable proactive notification for us and our customers if a sensitive setting is altered.

   1 vote

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4. This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current f

   This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current functionality only allows filtering by date.

   3 votes

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5. Requeue in all messages

   A capability to requeue all messages, rather than simply reassigning them to an agent, would be necessary.

   2 votes

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   Future Consideration  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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6. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

   Use Case:
   A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

   This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

   Proposed Enhancement:

   Diagnostic Tools for Upload/Management Testing:

   Admin Panel Visibility:
   Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
   Detailed Error Logging:
   Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
   The specific lead IDs that failed to upload.
   The error type encountered (e.g., network failure, internal server error, missing data).
   The list or campaign where the failure occurred.
   Error Resolution Suggestions:
   Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
   Lead State Monitoring:

   Lead State Consistency Check:
   Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
   Lead Activity History:
   Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
   Automated Testing for Lead List Transfers:

   Pre-Transfer Validation:
   Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
   Post-Transfer Confirmation:
   After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
   API Enhancements:

   Lead Search and Fetch Enhancements:
   Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
   Enhanced API Feedback:
   When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
   Testing Environment for RingCentral Tech Support:

   Sandbox for Lead Management:
   Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
   Automated Monitoring and Alerting:

   Real-Time Monitoring:
   Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
   Customizable Alerts:
   Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
   Benefits:

   Increased visibility and control over lead uploads and transfers.
   Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
   Enhanced troubleshooting and faster resolution for technical support teams.
   Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
   Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
   This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

   Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

   Description:
   RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

   7 votes

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   Under Review  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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7. allow us

   Allow us to turn our ring central on Dark Mode

   1 vote

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8. Outbound WhatsApp within RCX agent UI

   As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
   This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

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   21 votes

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   Future Consideration  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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9. 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

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10. outbound caller ID for 911 calls handled

    The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.

    5 votes

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11. 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

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12. RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)

    Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    10 votes

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    Planned  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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13. 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

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14. 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.

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    1 vote

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15. 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

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    Under Review  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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16. 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

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    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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17. 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

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    Needs More Information  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. 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 → Leaderboard

    Current 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

    1. 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

    1. Adapt Calculation Methods for Yes/No Response Types:

    • Define logic for calculating scores from Yes/No responses to derive meaningful averages.

    Example: Treat "Yes" as 100% and "No" as 0%, then calculate the average score.

    1. Provide a Toggle Option for Managers:

    • Include a setting in Admin Settings → Scorecards to enable or disable the inclusion of AI-pre-filled Scorecards in Leaderboard metrics, ensuring flexibility for organizations.

    ---

    Business Impact

    1. Improved Adoption of AI Scoring:

    • Including AI-pre-filled Scorecards in Leaderboard metrics will encourage more customers to transition to AI Scoring without losing essential reporting capabilities.

    1. Comprehensive Performance Insights:

    • Managers can gain a complete view of team performance, regardless of scoring method.

    1. Enhanced User Experience:

    • This change aligns Leaderboard functionality with evolving AI-driven workflows, reducing the need to revert to Manual Scoring.

    ---

    Priority Level: Medium-High

    • Reason: While this limitation is by design, it reduces the utility of Leaderboard metrics for customers heavily relying on AI Scoring, impacting their reporting and performance tracking workflows.

    Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
    Category: Analytics & Reporting
    Affected Component: RingSense → Coaching → Scorecard → Leaderboard

    Current 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

    1. 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

    1. Adapt Calculation Methods for Yes/No Response Types:

    •… more

    6 votes

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    0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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    Implemented  ·  Sushant Hiray responded

    Scorecard 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

19. RingSense integration with Salesforce for RCX users

    RingSense integration with Salesforce for RCX. It is currently only available on RingEX side.

    1 vote

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20. 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

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    Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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