1449 results found

1. 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.

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2. Reputation Management Integration

   Add an on platform phone number reputation management tool or add an integration that allows for this capability

   3 votes

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3. 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).

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4. 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 to improved lead conversion rates.

   Increased Customer Satisfaction: Agents can provide more personalized and timely responses to leads, leading to a better customer experience.
   Implementation Suggestions:

   Search Bar: Add a search bar within the campaign view where agents can enter campaign names or keywords.

   Filters: Allow agents to filter leads by campaign status, lead source, or other relevant criteria.
   Advanced Search: Consider offering advanced search options for more complex queries.

   By implementing this feature, RingCX can provide agents with a powerful tool to streamline their workflow and improve their ability to convert leads into customers

   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… more

   4 votes

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   Under Review  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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5. Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox.

   Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.

   3 votes

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   1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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   Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   I do not reproduce this behavior

   • In "My messages" tab, I transfer to another queue
   • Submit Disposition screen appears
   • after Submitting, the interaction disappears from Agent view

   Can you please describe in more detail?

6. 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

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   Under Review  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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7. 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

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   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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8. Directory Button

   Directory tab to easily see other agent status and how many agents are available to take a call in a queue even before hitting transfer button so we can set proper expectations to customer.

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   2 votes

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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9. 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

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   Under Review  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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10. RingCX AI Driven "How Can I help you" Chat

    AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

    A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The call would invoke a Campaign out dial.

    AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

    A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The… more

    4 votes

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    Future Consideration  ·  1 comment  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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11. 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

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    Needs More Information  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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12. 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 across multiple channels (voice, messaging, and email).
    Break time – Time agents spend on breaks during their shifts.
    Use Case:
    The customer requires these KPIs to be available in a unified, customizable report to optimize workforce performance and improve operational visibility. By monitoring metrics such as dialing time, number of contacts, and break time, they aim to better understand agent productivity, track customer interaction efficiency, and ensure adherence to performance standards.

    This feature would enable real-time tracking and historical analysis, allowing supervisors to adjust call strategies and shift structures in response to data trends. The need for such insights is crucial to maintaining high levels of customer satisfaction and operational efficiency.

    Benefits:

    Enhanced Agent Performance Management: Tracking KPIs like dialing time, number of calls, and break time can help management optimize workflows, identify areas for improvement, and maximize agent output.
    Improved Customer Engagement: With visibility into the number of appointments set and total contacts reached, the customer can refine outreach strategies to boost customer engagement and conversion rates.
    Comprehensive Reporting: Consolidating all relevant KPIs into a single report allows for easy analysis, reducing the need for manual data aggregation from multiple sources and enhancing the decision-making process.
    Customizable Dashboard: The ability to customize reports and dashboards to track these specific metrics will provide the customer with tailored insights that align with their business objectives.

    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… more

    3 votes

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    Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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13. RingCX Estimated Wait Time API

    It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.

    Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy

    This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.

    10 votes

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    Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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14. Restriction by Role option from RingCX Admin, Digital> Inboxes. To hide inboxes based on users access
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    Implemented  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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15. Admin role to have ability to log out agents

    An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.

    8 votes

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    0 comments  ·  Admin experience  ·  Delete…  ·  Admin →
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16. 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 as well for internal and customer call flows. As a work around we are having to add a lot of extra queues and sites in EX with custom rules or site rules which is going to be messy to administer and track. We have multiple global teams and call flows that can be affected by Incident, emergency, and maintenance scenarios and need to be able to add global settings that can be queried by multiple call flows - allowing quick response updates to all affected flows when an incident occurs. Having reviewed the CX studio script objects and other features available, this doesn't seem to be available without a clunky work around on the EX side and manual updates to scripts inside a call flow. Don't know if it's possible to use script code to query custom rule status on EX queues, or query if a EX 'site' is in 'Forward all site calls' mode? Are there any other data objects that can be natively accessed from the studio script objects? E.g. a contact created (for access to update by admins only), and a number or value or parameter stored against it that can be queried by the scripts? If an admin changes the value/parameter all the associated flows can follow different logic?

    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… more

    1 vote

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    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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17. 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

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    Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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18. Allow Super Admins to have a non billable agent account for testing

    Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.

    2 votes

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19. Complete European localization of all RingCX module

    Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.

    Including but not limited too:
    - Analytics data not available in french at the time of initial bid defense
    - Agents and Admin module not fully translated or very approximatively.
    - RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.

    8 votes

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    Under Review  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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20. Call Park on Desktop App

    As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move the call park button back to the main dial pad page.

    As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move… more

    2 votes

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