1264 results found
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Log Calls | RingCX For SalesForce
Ability to log calls into SF even if the call did not connect to agent/there's no answer. It doesn’t log an activity unless a disposition is chosen by the caller.
1 vote -
Stay On Stats Page For RingCX SPOG
Customer wants to stay on Stats tab/page before and after receiving or making a call. Customer does not want to change the page/tab when the call is answered and stays on Stats tab.
1 vote -
Feature Request – RingCX Queue Templates for General Settings and Queue Events
Hi Team,
I'd like to request the following enhancements for RingCX to improve administrative efficiency and scalability when managing multiple queues:
General Settings Template for RingCX Queues
A centralized template that allows admins to apply or update all general settings across multiple queues at once. This will help reduce manual configuration and ensure consistency across environments.Queue Events Template for RingCX Queues
A similar template feature under Queue Events, enabling bulk updates or standardization of event settings (e.g., pre-queue, in-queue, post-queue behaviors) across selected queues.These enhancements would significantly streamline queue management, reduce errors, and improve administrative workflows, especially in…
5 votes -
Select Agent Queues from Single Pane of Glass or SPOG
If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.
Need to be able to select which queues you are logging into when singing in via SPOG in EX.
3 votes -
Digital E-mail Address/Phone Number in Historical Reporting
Although you can create a report in Historical Analytics that returns all the Digital Interactions over a period of time, no identifying information is available that allows you to know what the interaction was.
For example, with voice calls, the report includes the customer's DDI of the phone call, allowing you to go and search for the voice call that the voice interaction is referring. However, this is not available for Digital messages like E-mail, Live Chat, and WhatsApp, even though that date is available to Ring Central.
It is therefore possible to retrieve a report of all the digital…
3 votes -
Identity Information in Reporting/Analytics
The ability to report on Identities.
It seems like a gross oversight that there is no way to report on Identities linked to interactions.
When an interaction is in progress, the interaction is linked to a Identity, meaning that the system is actively linking an interaction to an identity.
However, within the reporting/Analytics, there doesn't seem to be a way to reporting on the amount of interactions, whether Digital or Voice, each identity has started.
For example, we would like to know the top 10 identities that are interacting with us.
For example, we would like to know how many…1 vote -
Manually assign queued emails
To be capable of manually assigning queued emails to agents.
3 votesWe're actively researching this feature. Can you please provide more detail of why this is so important?
What problems does this solve that a good routing system that was properly configured cannot?
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Ring CX agents Simultaneous in a que
Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.
7 votes -
RingCX HubSpot Extension Ability to send SMS
While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.
6 votesWe're excited to announce that we've listened to your feedback have rolled out a new update for the RingCX for HubSpot extension!
The Click to SMS feature is now available.
https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US
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Omnidirectional Allow RingCentral App Channels
We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.
15 votes -
WFM for Ring CX
I currently see no way to monitor my team's schedule adherence in Ring CX. This is a very important feature. Please make it available for Ring CX.
1 votePlease contact your account manager as AI WFM is now available as an add-on for RingCX product
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RingCX needs to display inbound callerID for calls coming into our Voice Queues.
Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."
Meanwhile, callerID works just fine for all inbound calls coming into RingEX.
This function needs to exist so that our Agents can better identify our customers as the call in.
24 votes -
Rinsense for RingCX icon RingCentral app
Hello Team,
I hope you're doing well.
We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:
Add RingSense for RingCX as an icon in the RingCentral app.
Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.
This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.
Please…
5 votes -
Allow Uploading Audio Files from Workflow Studio
When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.
I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.
4 votes -
RingCX SFDC Embedded Agent -doesn't auto remember the previous call and not showing a match
Issue: When a customer calls in and their phone number is associated with multiple Salesforce accounts, the system does not automatically recall the account from the previous interaction. As a result, it fails to show a match or defaults to presenting multiple matches.
Expected Fix:
The system should automatically associate the incoming call with the same account that was used in the most recent interaction. For example, if the last call was matched to Account 1, the system should prioritize and automatically match the incoming call to Account 1 instead of prompting for selection among all associated accounts.
1 vote -
Scrape Missed Call Email to Match Contact for New Case
The aim is to have the RingCX Salesforce integration scrape missed call emails for phone numbers, so when a new case is created, the integration will match the phone number against an existing contact record in SFDC and map to the new case.
2 votes -
Queue Event Configuration – Audio File Duration and Playback Count
I would like to submit a suggestion to improve the Queue Event Configuration interface based on a recurring concern we encounter from customers.
At present, the system does not display two key pieces of information when configuring Global Audio for queue events:
The actual duration of the uploaded audio file, and
The number of times the audio will play, calculated automatically based on the Duration set for the event.
For example, if a customer uploads a 30-second audio file and sets the event duration to 90 seconds, the system should indicate that the audio will play 3 times during that…
2 votes -
Callers routing to RingCX queues during off hours should not show as 'Inbound Abandoned'
It would be helpful to filter the report to show only the actual abandoned calls that occurred while the queues were open during business hours. The customer needs a quick and reliable way to see the percentage of abandoned calls that happen specifically when staff are available and actively working.
2 votes -
RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded
Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.
7 votes -
RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
2 votes
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