1263 results found

1. RingCX Post Call Survey Recording

   We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.

   3 votes

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2. Enable hyperlink to External URL column for RingCX Outbound dialer

   When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.

   7 votes

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   Under Review  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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3. Allow for Larger Agent Debug Files to be Requested

   Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.

   If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.

   3 votes

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4. Auto-populate the Disposition name to the Subject in Email templates for call disposition

   Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.

   This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.

   2 votes

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5. First Call Resolution report

   Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.

   1 vote

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6. Add priorities (ranks) to digital queues by agent similar to call queues

   Add priorities (ranks) to digital queues by agent similar to call queues

   6 votes

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7. The ability to add in auto answer for digital interactions to help agents become more efficient in their roles and less chats being missed

   The ability to turn on auto answer for digital interactions to make agents work more efficiently and conversations to be allocated quicker meaning SLA's are not impacted by acceptance times.

   8 votes

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8. 💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue

   Summary:
   Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.

   Current Limitation:
   In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.

   Proposed Enhancement:
   Introduce an optional "Escalation-Only Mode" for agents assigned to queues (e.g., Supervisors), where:

   They do not receive standard queue calls, even if set to Available.

   They are only eligible to receive:

   Manually transferred or warm-transferred calls

   Escalation-flagged calls

   Requeued calls from agents with a specific tag or reason code

   Business Justification:

   Helps maintain clean call distribution logic.

   Prevents unintended interruptions to supervisors' workload.

   Supports quality assurance by avoiding routing calls outside escalation use cases.

   Avoids using RingEX direct transfers which can interfere with CX call recording/logging.

   Workarounds Considered (but not ideal):

   Creating a separate escalation queue (adds complexity).

   Using RingEX direct transfers (breaks native analytics and recordings).

   Manually toggling states (prone to human error and delays).

   Summary:
   Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.

   Current Limitation:
   In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.

   Proposed Enhancement:
   Introduce an optional "Escalation-Only… more

   2 votes

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9. RingCX Voice Queue Call Distribution

   The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.

   16 votes

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10. Set Recording delivery as MP3

    Have an option to Set Recording delivery as .MP3 instead of just .WAV

    1 vote

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11. Add Ringtones when Requeuing in SPOG/RCX for RC App

    In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".

    10 votes

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12. Bulk edit option for queue events

    Ability to bulk edit queue events setting.

    1 vote

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13. SMS for missed calls

    Ability to send SMS for missed call in RingCX

    4 votes

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14. Auto populate AI Summary in Email Templates when dispositioning a call

    Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.

    This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.

    •  

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    2 votes

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15. ai to mitigate email integration

    Customer wants for after the call to select a disposition, and for that disposition to automatically create an email with the AI notes of the call to send to the client. They basically want the AI-generated call summaries automatically inserted into the email body for each disposition following a call interaction. This would enable agents to promptly send these summaries via email to their callers.

    1 vote

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16. RingCX callback in queue

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
    Action:
    Identify the full script of your callback message.
    Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
    In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
    Locate the callback event and upload your new, unified audio file.
    2. Enhance Text-to-Speech Naturalness:

    If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

    Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

    Action:
    Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
    Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
    Test out any newer TTS options to see if they offer a more natural sound.
    Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

    Action:
    Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
    This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
    Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

    Action:
    Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
    In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
    Steps to Implement Changes in RingCX:

    Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
    Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
    Review Queue Events: Click "Queue Events" in the left navigation panel.
    Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
    Update Audio/TTS:
    If using a custom audio file for the entire message: Upload your new audio file in the designated section.
    If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
    Important Considerations:

    Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
    Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
    Documentation: Keep a record of the changes you make for future reference.
    By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

    12 votes

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17. Dialing Timezone For Arizona Be Set To MST and MDT Accordingly In The Dialer Campaign On RingCX

    Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.

    2 votes

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18. Allow users to speak their name into every callback

    Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call

    8 votes

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19. Cost Centers built in RCX

    Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

    41 votes

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20. Contact List

    Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).

    1 vote

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