1664 results found
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Name On Billing Statement
Ability to change the name on the billing statement, Because currently the one showing
On the Recurring statement name is the Main Super Admin on the account which is not
The owner. I hope that there's a feature where customer can choose the name who will
Show on the billing Recurring Statement.2 votes -
1 vote
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RCX chat box
Ring CX Chats when abandoned before an agent accepts the chat comes with no reply box.
Chats should not come in que if they are abounded before agent interaction. Which will fix the missing reply box.3 votes -
Issue: A way to track outbound emails in Digital Analytics and a way to track the most aging email in Digital Analytics
At this time, RingCX Digital Analytics does not provide a native report, metric, or dashboard specifically designed to track the oldest aging outbound email or identify the longest pending email interaction. While outbound email interactions may be included within digital interaction reporting, there is no built-in analytics capability that directly surfaces the most aged outstanding email.
Business Impact:
Customers who manage high volumes of email interactions may require visibility into aging emails to monitor response times, prioritize follow-ups, and ensure adherence to service level objectives.Requested Enhancement:
Add Digital Analytics reporting capabilities that would allow users to:Track outbound email…
2 votes -
An alert for Staff to be notified when they have been in after call work for over 5 minutes
An alert for Staff to be notified on their own dashboard when they have been in after call work for over 5 minutes.
1 vote -
Configure supervisor dashboard to show specific timeframe only
A setting should be added to let supervisors customize the timeframe for their stats view, rather than being limited to the whole day — especially since some business hours span across two days.
2 votes -
Feature parity for RingCX and mobile app
Currently the mobile RingCentral app does not include full RingCX functionality. We would request that the mobile experience mirrors the web/OS version of the RingCentral app.
This would allow us to move more functionality out of RingEX into RingCX which is a better fit for our use cases, but does not allow for users to be mobile (support/on call groups that have rotating users, but are not in front of a computer for a full shift).
1 vote -
Option to exclude logo/hyperlinked image URLs from Email Interaction message previews
When an incoming email interaction contains a hyperlinked logo, header image, or image hosted on a CDN (e.g., AWS S3 links or domain URLs) at the top of the body, RingCX displays that URL in the message preview pane instead of the actual text body.
Proposed Solution:
Provide an admin setting or built-in preview parser logic for Digital Email Interactions that ignores leading standard image/logo links or HTML image tags when generating the text preview snippet. The preview pane should extract and display the first line(s) of actual text from the email body instead.Business Value / Impact:
1. Agent…2 votes -
Consistent Full Call Recording Across Transferred Calls in RingCX
Summary of Issue
When a call is transferred from one agent to another, the call recordings are inconsistent. In many cases, only the first agent's recording segment is available, while in other cases only the second agent's segment is recorded. This makes it difficult to review the complete customer interaction from start to finish.
Current Behavior
Calls are transferred between agents.
Both agents are expected to have their portions of the interaction recorded.
Recording results are inconsistent:
Sometimes only the first agent's segment is recorded.
Sometimes only the second agent's segment is recorded.
The complete conversation is not always available…1 vote -
Improve Recording Availability and AI Controls in RingCX
Improve Recording Availability and AI Controls in RingCX
Summary of Request:
The current experience with call recordings in RingCX negatively impacts daily operations. Recordings are often not available immediately after a call ends, making it difficult for agents to review recent conversations while assisting customers. In some cases, recordings from calls completed 20 or more minutes earlier are still unavailable in ACE, causing delays and reducing productivity.Business Impact:
Agents cannot promptly review call details needed for follow-up actions.
Delays in recording availability affect workflow efficiency and customer service.
Users have limited visibility into when recordings will become available.
Reliance…1 vote -
Retrieval Option for Deleted RingCX Call Recordings
Implement a recovery option in RingCX to allow administrators to restore recently deleted call recordings.
Implementing a recovery option for deleted recordings will directly improve the platform's data retention security and increase customer trust. By empowering Administrators with self-service recovery tools, we can enhance the overall user experience while maintaining strict access controls and compliance standards.1 vote -
SMS blast and automated SMS in RingCX
It would be great if we have options in RingCX SMS that allows customers to send blast SMS and automated SMS which is now available on other SMS platforms.
1 vote -
Make RingOUT available to RingCX agents
Make RingOUT available to RingCX agents.
RingCX agents need the ability to use RingOUT to direct the audio to a cell phone or landline when using weak Internet service.2 votes -
Sender email change
Issue Summary:
Individual sender alias for outbound RingCX emails.Environment and Scope
RingCX Digital Channels (Email Queue), RingEX Profile Synchronization.Findings
The platform currently maps the email sender name either to the global Email Channel settings (which applies to all agents in the queue) or syncs directly from the primary RingEX user profile. There is currently no native functionality in RingCX to configure individual, queue-specific digital aliases that differ from the RingEX directory profile.1 vote -
RingCX - Ability to log the notes to a phone log in NetSuite
If we can have the Notes and AI Summary written into the NetSuite it would improve the experience with the integration.
2 votes -
Unified access across rest of world, and India specific tenant
We are a client who has a India facing tenant, and a rest of world tenant. We have supervisors who supervise agents across both tenants. There is no easy way to view agent status , manage agents, or reporting in a single pane of glass across both tenants.
This is something that our team needs to allow our supervisors to effectively manage their teams.
1 vote -
Ability to edit Agent screen layout
Administrator ability to edit the agent screen layout; specifically to the different "windows" that the agent would (and would not) have access to.
For example, an administrator would have the ability to completely remove any visibility of "windows" such as History, Callbacks, Scripts and Stats.
An administrator or a supervisor may not want these visible to their agents for a variety of reasons, but most importantly to avoid distraction of these features that are not currently in use (such as Callbacks and/or Scripts) or a desire to not give agents visibility into "windows" such as History and/or Stats.2 votes -
Voicemail Transcription for RingCX
Description:
Requesting the ability to automatically transcribe voicemail messages and display the transcription directly within the RingCX voicemail inbox. Additionally, it would be beneficial if the voicemail transcription could be included in voicemail email notifications sent to users.Business Impact:
This enhancement would improve efficiency by allowing users to quickly review voicemail content without having to listen to each message. It would also improve accessibility, enable faster response times, and provide a better overall user experience for agents and supervisors managing high volumes of voicemail messages.Expected Functionality:
Automatically generate a text transcription for voicemail messages.
Display the transcription within…2 votes -
RingCX Analytics Enqueue and Dequeue Report
RingCX Analytics report that shows the Enqueue and Dequeue analytics for digital interactions. There was previously a pre-built report, the Digital Detail Report, that is no longer available, and no other reports with similar metrics that show enqueue and dequeue time stamps of digital/email interactions, by specific queue, on a 24-hour cycle.
5 votes -
Create a way to automatically pull data from a CRM like Zoho or Salesforce or vTiger to be able to automate loading of calling lists in RCX
As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.
I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.
Currenly I have to extract the data manually and then manually upload the list into RingCX.
Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.
Once the call completes, then it should batch the results and push…
1 vote
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