1264 results found
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Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
13 votes -
RingCX Emails should be coming in the queue in time order or in date
RingCX Emails should be coming in the queue in time order or in date
3 votes -
RingCX integration with Hubspot - include agent name in the call log
With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.
1 vote -
Dashboard for agents and supervisors in RingCX
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.
68 votes -
Give RCX agents ability to transfer to REX External Shared Contacts Directory
The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.
4 votes -
RingCX SFDC Embeded Integration - Allow to relate calls in an order object in salesforce
Currently, call logs in RingCX unable to relate to Order in SFDC
steps:
1. When clicking the "relate to" in rcx softphone.
2. search an order and hit enter. No results foundIt would be nice to have this feature be added specially for companies that uses Orders in the salesforce.
1 vote -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
8 votes -
Status change
When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
Also let us change status easier rather than having to due it during a call.1 vote -
Update the "hangup" pop-up window during a conference when a participant leaves in Agent RCX
On RCX agent, when we have a conference then the agent decide to terminate a participant, he presses the "hang up" button that opens a pop-up window to choose which participant to end.
Thing is that if the agent presses the hang up button, then one participant manually leave the conference, the pop-up window doesn't update the participants present, then if the agent choose the user that left the conference the press "hang up", the whole call will be terminated.
We need that pop-up window to be updated when a participant leaves the conference.
1 vote -
Hide SFTP credentials in the RingCX Recording Delivery
Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them
7 votes -
RingCX Agent Platform Hotkey Compatibility
Allow for Agents to interact with RingCX calls with hotkeys.
1 vote -
Historical Reporting handle count for digital channels in RingCX
On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.
Sample report wherein the digital interactions were counted as handled:
Interactions details report
Interactions overview report
Agent Activity ReportIt should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).
5 votes -
RCX | Ability to ping everyone for the chat feature on ringcx
The ability for the chat feature on ring cx, which is the feature on our website that allows customers to message back and forth directly with representatives.
They are curious if there is a way to make sure that when a message comes through, all users are pinged in a group rather than pinging the "next available agent"
2 votesThe idea is to distribute the interaction to an agent to provide a timely reply to the customer.
What would be the usecase of pinging several agents? How would they decide who takes it? wouldn't that distract agents from working on their own interactions?
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Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
1 vote -
call recordings
Hello,
We'd like the ability for agents to have access to their own call recordings in RingCX. Our agents are giving out technical advise and sometimes have to refer back to their own calls to in order to fill out the details in our external CRM system. If we're busy and have some calls waiting, the agents answer all the incoming calls, then log the activities in our CRM system. This is where they need to log what technical advise has been given to the callers.This feature is available in standard RingCentral agents, but not for CX agents
3 votes -
RingCX Chats are being forwarded to Ignored message.
The customer is requesting to have an option to configure the settings in RingCX channels. Chats are being forwarded to Ignored message. They are asking if we they can have an option to route the chats to New messages only.
2 votesImplemented.
Only messages that are ignored or auto-ignored will go to ignored messages
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Agent script disposition element variable support
Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values
2 votes -
Allow editing of Call Detail Record info instead of manual pass
Allow editing of Call Detail Record info instead of manual pass.
3 votes -
Expanded Queue Priority Levels
I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.
This is essential to customers who provide 3rd party support to a large client base…
2 votes -
RingCX Digital interactions routing out of order
Digital interactions are routing out of date order.
Actual behavior
Older interactions will remain pending while newer interactions are routed, despite being from the same channel and digital queue.
Expected behavior
If interactions come in from the same channel and into the same digital queue and have the same priority, the expectation is that they would be routed in the order they are received.
2 votes
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