1443 results found
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Hubspot for RingCx - have an automatic call log created for call attempts
Hubspot for RingCx - have an automatic call log created for call attempts such as manual outbound or dialer calls that are not answered
2 votes -
Lead Manager Automation
Ability to automate the lead manager from the Admin page OR have the historical reports be able to pull in all leads, regardless of if they were dialed. Currently the historical reports will only provide leads if they have at least 1 dial.
We want to provide our client with a file of all leads and lead data daily, without manually needing to download.
3 votes -
Caller ID bucket per city
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? - We would like to be able to call multiple people in a specific area code but when you only have 2-3 numbers per state it makes it hard as states have multiple area codes. Have multiple numbers per area code would be helpful.
- What problem are you trying to solve or what problems does the current functionality cause? - We are trying to not get flagged as spam when we make multiple calls with one phone number as phone carriers identify…
2 votes -
AI Response Assistance in RingCX for Digital Interactions
Makes a suggestion or pre-populates the sentence the agent is formulating when the agent is typing on a digital interaction
2 votesFor the messaging channels that use the chat bubbles, we have auto-suggest that uses entries from the reply assistant.
It does require to pre-populate these entries in the Admin.
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Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
20 votesLive Transcription is available for agents via Agent Assist feature. See https://support.ringcentral.com/article-v2/configuring-agent-assist-for-ringcx.html?brand=RingCentral&product=RingCX&language=en_US
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notification
Our agents are using the integrated softphone in RingCX. Many agents are logged into several queues. The agents have to click the RingCX notification and then click the "answer/reject" popup notification. My suggestion is to have only one notification and in that include the queue name, customer name (if known from the carrier) and ANI along with the answer/reject buttons.
1 vote -
RingCX historical real-time report discrepancy alignment
Go Auto Insurance (UID: 63121724012) requires improved alignment between RingCX Real-Time Dashboard analytics and Historical Reports for 'Presented,' 'Answered,' and 'Abandoned' call metrics. While a 1:1 match isn't feasible due to underlying system differences, we request enhancements to better approximate real-time data or provide clearer reconciliation methods for key discrepancies like 'Calls Answered,' to ensure consistent and reliable call center performance reporting.
7 votes -
Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX
If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.
3 votes -
real time dashboard to show outbound calls
In the past I was able to create a widget on my real time dashboard that showed how many outbound calls an agent made. That option is no longer available and is needed for me to measure productivity in real time.
3 votes -
Retain Agent Data in Historical Reports After Removing Agent
Removing the agent also removes the data from Historical Reports. We would like to request an enhancement where the agent data is retained after deleting the agent from the account.
3 votes -
RingSense integration with Salesforce for RCX users
RingSense integration with Salesforce for RCX. It is currently only available on RingEX side.
1 vote -
Apply Voice Skill Assignment to Callbacks.
Skill assignment via route to agent queue event within voice queue is not being followed for Callbacks.
Scenario:
Voice queue is configured with 2 route to agent queue events. Queue event 1 is set to route to agents with a "Tier 1" skill for 5 minutes. Queue event 1 also has DTMF enabled that allows for callback to be selected. Queue event 2 is another route to agent queue event, but it is configured to route calls to the "Tier 2" skill.Issue:
Skill assignment is not being followed for callbacks. If a caller selects DTMF option to leave a…4 votes -
Preserve Original Caller ID in RingEX → RingCX → RingEX Call Transfers
Ensure that when a call is transferred from RingEX to RingCX and then back to RingEX, the original caller ID remains intact throughout the entire call flow, instead of being replaced by the RingCX system caller ID.
13 votes -
Quality of Service (QoS) Portal for RingCX Calls
Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.
82 votes -
Admins to be able to delete call recordings within RingCX
Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.
18 votes -
Make Phone Numbers Assigned to RingCX Voice Queues Searchable When Making or Transferring Calls
The customer requests that phone numbers assigned to RingCX voice queues be searchable by queue name in the corporate directory. This would allow agents to easily find and select the appropriate queue when making or transferring calls, instead of manually entering the number.
3 votes -
Display ANI Location (City and State) in RingCX Real-Time Dashboard
Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.
3 votes -
Make the Knowledge Base for Agent Assist available on demand
Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.
13 votes -
Supervisor access for survey results in RCX
Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.
5 votes -
audio settings
In the web based RingCX app/site, there are no settings at all, of any kind, and none to change audio devices being used. When I login to the site, my bluetooth headset I use for calls on Teams turns on as though I've entered a call software environment, but there is no settings gear anywhere in the website at all - very strange...
1 vote
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