1180 results found

1. Agent sign in time on real time dashboard

   Key Components:

   Time Display:

   Clearly show the sign-in time for each agent in the local business timezone.
   Use a consistent format (e.g., HH AM/PM) for easy readability.

   Visual Indicators:

   Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
   Provide tooltips or hover-over info for additional context.

   4 votes

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   New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. Add wrap up time for RingCX auto-dialer calls (Campaign)

   Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

   Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

   5 votes

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   Future Consideration  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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3. inactivate worklfow

   Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.

   Customer is seeking the ability to deactivate workflows/IVRs themselves.

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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4. arrange disposition alphabetically in RingCX

   It would be easier for the agents to select the correct disposition if they were arranged alphabetically, rather than in the order they were created.

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5. Calls should return with specific reasons such as invalid, rejected, blocked, and declined

   When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"

   Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means

   9 votes

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   Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. Feature Enhancement Request: Total Hours/Log-in Time on Campaign Level in Historical Reports

   Description:

   We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

   Use Case:
   The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the time spent on specific campaigns without requiring manual aggregation.

   Current Limitation:
   Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
   There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
   Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
   Enhancement Request:
   We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

   Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
   Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
   Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
   Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
   Impact:
   Improved reporting accuracy for customers managing multiple campaigns.
   Enhanced efficiency by removing the need for manual calculations and third-party tools.
   More granular resource allocation insights for optimizing workforce management based on campaign performance.
   Priority:
   This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation

   Description:

   We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

   Use Case:
   The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the… more

   4 votes

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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7. ringcx reporting

   The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.

   • When a call goes to voicemail, it doesn't show up on the analytics report.

   • When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and after hours.

   The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.

   • When a call goes to voicemail, it doesn't show up on the analytics report.

   • When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and… more

   5 votes

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   Planned  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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8. Voicemail Notification Emails for Voice Queues with Text Transcripts

   Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

   11 votes

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   Future Consideration  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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9. Ability to Export/Import on the email template, or a restore point.

   The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.

   3 votes

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10. SLA%

    Add SLA % in the RingCX Historical Data Report, same formula with the one in Custom-Real Time Dashboard Tab. The SLA% doesn't match the Queue Service Level.

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    Needs More Information  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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11. Multiple level disposition

    Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
    Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
    It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.

    6 votes

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12. Include Digital Teams in RingCX

    Include Teams in RingCX Digital side as it is only available for Voice only.

    We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

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    5 votes

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13. Reputation Management Integration

    Add an on platform phone number reputation management tool or add an integration that allows for this capability

    3 votes

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14. More Specific Roles And Permissions

    We would like to be more specific with our roles and permissions, for each setting we should be able to assign the options to: view, edit, create. This should apply to all areas of the platform for example if I want someone to see the queue configurations but don't want them to edit I should be able to select view only.

    4 votes

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    Needs More Information  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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15. Improve Speed of Historical Reports

    One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.

    2 votes

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16. Setting to enable dashboards/embed in agents view

    Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.

    3 votes

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    Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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17. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior- instead of 2 clicks -current situation when auto answer is disabled)

    I attached a screenshot to show what feature I'm referring to, and potentially we need to distinguish between auto answer for inbound and auto answer for outbound.

    thanks

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-… more

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    51 votes

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    Future Consideration  ·  6 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

    Feature Request: We request that the RingCX Analytics system be enhanced to:

    Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
    Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
    Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
    Use Case:

    User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
    Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
    Benefits:

    Improves consistency in transcript availability across all supported channels in RingCX Analytics.
    Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
    Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
    Technical Considerations:

    Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
    Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
    Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
    Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

    Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

    Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other… more

    6 votes

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    Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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19. sort supervisor view by team

    When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

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    5 votes

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20. Sync RingCentral Desktop Application With RingCX

    RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an "on -call" status across all platforms. This willhelp ensure that RingCX acknowledges when you are engaged on a call via the RingCentral Desktop app.

    2. Unified Call Management: By integrating call management across RingCentral and RINGCX you can avoid duplicate call notifications, ensuring a seamless experience regardless of which platform you are using.

    3. APIs or SDKs: if not available RingCentral could introduce APIs or SDKs that allow for better communication between the desktop application and the RingCX system, allowing both to update each other in real time when calls are initiated or received.

    RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an… more

    279 votes

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    Planned  ·  21 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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