1363 results found
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bulk assigment of callback to other agents or Queue
Hello Team, Supervisor/agent need to assign the callback to the different agent one by one. In our case every agent have approx 100's of callback. Can you open the features to assign this callback in below manner. 1. Assigning bulk callback to another agents 2. Assigning callback to the Queue & routing in round robin method.
1 vote -
Auto text leads in CRM from the same area code they are using
Auto text leads that enter our crm from the same area code they are using. It's local presence but for sms messages.
2 votes -
Timezone option for Engage Voice Historical Reports
In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports
8 votes -
Manual Outbound SMS
Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.
5 votes -
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
1 vote -
Ability to Delete Channel
Within RCX portal, there is no way to delete a channel once created.
3 votes -
QM Report - Near End Disconnect with Sentiment Dashboard
Goal is to be able to tell which Party Hangs Up with Sentiment and Trend Analysis. Contact Center Managers eagerly look for tools to determine if their agents or optimally the end user hangs up on the call. Then, using AI, to infuse the disconnects with Sentiment Analysis showing comparison to early disconnects and negative sentiment along with trend over the timeline requested i.e. today, 7,30,90 days. NOTE: each element in the report should be able to drill down to the data. If the agents negative calls are clicked user is taken to those negative calls for review.
3 votes -
Call Recording Access from UI
Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.
6 votes -
RingCX "Monitor Only" Permission for new agent shadowing
New Role/Permission to allow "Monitor Only," removing Coach and Barge. This is needed for new hires to shadow seasoned agents. Listening to live calls without being able to impact the active agent.
4 votes -
Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report
We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422
3 votes -
Allow dispositions for messages engaged from an Inbox folder
There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.
3 votes -
Change State in PD
Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.
1 votehttps://support.ringcentral.com/article-v2/Changing-your-agent-state-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US
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Ability to set holidays without JavaScript
There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.
5 votes -
Collapsable Customer Identities List
When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view
1 vote -
Inbound SMS to appear on all logged in agents
When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.
1 vote -
Ability to use different Pre-Recorded voicemail messages within a RingCX campaign
At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.
3 votes -
SMS support for CCRN RingCX numbers
CCRN DIDs for RingCX need to support SMS handling in the RingCentral App. This works in RingCentral Contact Center today. Our existing RingCentral Contact Center needs this functionality to move to RingCX.
1 vote -
No Roles showing on Main Account Role page
Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".
6 votes -
Disposition UI needs to be easier to use
Applies to RingCX Voice and Digital: The UI for viewing a list of dispositions associated with Voice and Digital queues is not easy to use. You have to scroll the table to the right to access delete or edit buttons and the rest of the columns show details that can't be edited in place so there's no need to display all the setting in the table.
2 votes -
Capturing and Archiving RingCX Voice Mail in RingSense for RingCX
Currently RingSense for RingCX associates call recording to agents involved in the interaction.
To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…4 votes
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