1496 results found
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To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
7 votes -
Write back Disposition and notes to RCX Contact Card
Write back Disposition and notes to RCX Contact Card
Enterprise Account ID: UID: 813377035
Feature Request Summary: Write back Disposition and notes to RCX Contact Card
Current Functionality: only support AI Summaries
Ideal Functionality: Write back Disposition and notes to RCX Contact Card
Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/viewBusiness Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries
5 votes -
requeue
Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.
8 votes -
Ability to have a dialer that leaves automatic voicemails to potential clients
We would like to have a dialer that leaves automatic voicemails to our potential clients and also SMS campaigns
2 votes -
RingCX Admin Custom Role Limitations
Description:
Currently, custom roles created by one admin cannot be viewed or modified by another admin. This creates a limitation in user management and poses a risk for future scalability and role maintenance.Requested Enhancement:
Enable all admins to view, edit, and manage custom roles created within the account, regardless of which admin originally created them.6 votes -
Automatically send SMS messages for missed outbound calls.
A feature to automatically send SMS for any missed outbound calls. The current built-in workflow in the RC App primarily supports inbound calls only.
3 votes -
RingCentral desktop client vs web client off-hook calls
Add the "Allow Off-Hook Calls" and "permanent connection" functionality from the RingCX web client to the desktop client. This feature currently allows calls to be routed to an agent even when they are in an "Away" status.
The customer identified that this behavior difference between the two clients caused a support issue. Implementing this feature in the desktop client would provide a consistent user experience and prevent similar issues in the future.
1 vote -
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:
When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.
Here’s why it matters:
- Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
- Accurate feedback: Surveys are tied directly…26 votes -
Add an interrupt message to queue events
Currently, we only have "looping audio" action in queue events. It would be better if we also have
“interrupt audio or interrupt message” that can be set up separately along side the looping audio action. Customers can use this to upload company ads messages and reminders for upcoming events such as holidays, promo and others.3 votes -
Access RingCX Voicemails in the RingCentral Chrome Extension
Ability to route and access RingCX voicemails in the RingCentral Chrome Extension
6 votes -
Recordings Delivery Audio Format
Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.
13 votes -
SFDC to RingCX integration
Title: RCX to SFDC: Task isn't created when users are on call > it's created post-call automatically if the agents follow process and a proper Contact record is selected in the softphone panel.
Description: Problem is how it feeds back via the API, and if the contact record doesn't map to an account, the task never generates > If the agent selects the right one, then it will match
Must follow thru with phone panel via manual clicks and field selections > potentially leading to limitations with the API config and a hygiene issue simultaneously2 voteshttps://support.ringcentral.com/article-v2/using-auto-link-in-ringcx-for-salesforce.html?brand=RingCentral&product=RingCX&language=en_US
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Agent acceptance rate in Inbound Queue Overview report
For the Inbound Queue Overview report (in the standard historical reports), I would suggest that the agent acceptance rate in the entire column shall display or show the actual percentage of staff's performance in decimal point or digit number, instead of rounding up the tenth digit to whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the agent acceptance rate should be 7416/7438 = 99.7 % (not 100% by rounding it up ). Hope Ring Central team can consider this idea and modify the data accordingly to meet our business's need. Thank…
2 votes -
RingCX for Salesforce integration to RingCentral Desktop App
Customer wants to integrate RingCX for Salesforce to RingCentral desktop app so that when agent receives a call in RingCX, agent can retrieve Salesforce data or have popup in the RingCentral desktop app.
8 votes -
Add Long Call under Data tab in RingCX Real-time Dashboard Custom Widget
To have Long Call under Data tab when creating a custom widget in RingCX Real-time Dashboard
It would be better if all metrics in the default Inbound widget are available when creating a custom widget.2 votes -
RCX analytics access customization
we must be able to customize access to RCX reports , for example: the manager can have access to agent and interactions reports only instead of all of the available reports.
1 vote -
AI summaries language dependencies
the AI summaries in RCX instance must support multi language regardless of the RCX instance main language: even if the main instance language instance, conversations in other languages that are supported by the feature should be also summarized
5 votes -
Allow Users with Full Access to View and Edit Roles Created by Other Full Access Users
Currently, users with full access cannot view or edit roles created by other full access users. This limits collaboration and administrative flexibility. A change is requested to allow full access users to manage all roles, regardless of who created them.
2 votes -
Improve Readability of Call Transcripts in RingCX
The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.
5 votes -
Add function for Container Node to import workflow
option for Container Node that allow as to import workflow so that when creating workflow and like to merge a new created or exciting workflow ,the would like to have to option to merge/connect with other flow. As for now this option is not available as function of the Container Node.
1 vote
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