1263 results found

1. 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.

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   Planned  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. 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.

   6 votes

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   Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. 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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4. 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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5. 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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   Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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6. 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

   299 votes

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   Planned  ·  25 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. CRM Task Automation

   A Menu that allows you to Automate CRM Task, No code Bi Directional Sync. Task like Adding a Note to the CRM, Logging a call, Updating a contact, Creating a case, Creating a Ticket in the CRM. The Event triggers for the task should be selectable, events like inbound call, Outbound call etc..
   Competitors are delivering this automated functionality, heres an example - https://support.talkdesk.com/hc/en-us/articles/201078959-Automating-tasks-in-your-Zoho-Integration.

   3 votes

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   Under Review  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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8. Integración con Hubspot

   Integrar Contact Center con Hubspot

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   0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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   Needs More Information  ·  AdminPaula (Group Product Manager, RingCentral) responded

   RingCX offers an integration with Hubspot

   https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US

9. "Agent Specific Callback" Disposition, be available for Voice Queue calls

   Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.

   In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.

   10 votes

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   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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10. Add RC Agent Extension field to RCX Webhooks

    Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.

    2 votes

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    Under Review  ·  2 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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11. Being able to change an agents status through the Real Time Dashboard

    We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    21 votes

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    Implemented  ·  2 comments  ·  Other  ·  Delete…  ·  Admin →
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12. Enable Call Controls in RCX Agent UI when dialing Mobile Numbers

    When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    24 votes

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    Under Review  ·  5 comments  ·  Other  ·  Delete…  ·  Admin →
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13. RingCX Analytics

    Feature Request for RingCX Platform:

    Request Summary:
    The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

    Dialing time – Total time agents spend dialing numbers.
    Number of calls – The aggregate count of outbound and inbound calls made by agents.
    Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
    Number of contacts – The total number of unique contacts reached during the reporting period.
    Number of interactions – A breakdown of all communication interactions across multiple channels (voice, messaging, and email).
    Break time – Time agents spend on breaks during their shifts.
    Use Case:
    The customer requires these KPIs to be available in a unified, customizable report to optimize workforce performance and improve operational visibility. By monitoring metrics such as dialing time, number of contacts, and break time, they aim to better understand agent productivity, track customer interaction efficiency, and ensure adherence to performance standards.

    This feature would enable real-time tracking and historical analysis, allowing supervisors to adjust call strategies and shift structures in response to data trends. The need for such insights is crucial to maintaining high levels of customer satisfaction and operational efficiency.

    Benefits:

    Enhanced Agent Performance Management: Tracking KPIs like dialing time, number of calls, and break time can help management optimize workflows, identify areas for improvement, and maximize agent output.
    Improved Customer Engagement: With visibility into the number of appointments set and total contacts reached, the customer can refine outreach strategies to boost customer engagement and conversion rates.
    Comprehensive Reporting: Consolidating all relevant KPIs into a single report allows for easy analysis, reducing the need for manual data aggregation from multiple sources and enhancing the decision-making process.
    Customizable Dashboard: The ability to customize reports and dashboards to track these specific metrics will provide the customer with tailored insights that align with their business objectives.

    Feature Request for RingCX Platform:

    Request Summary:
    The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

    Dialing time – Total time agents spend dialing numbers.
    Number of calls – The aggregate count of outbound and inbound calls made by agents.
    Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
    Number of contacts – The total number of unique contacts reached during the reporting period.
    Number of interactions – A breakdown of all communication interactions… more

    3 votes

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    Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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14. Unable to fast forward or rewind while listening to call recordings

    Ability to fast forward or rewind while listening to call recordings in RingCX

    9 votes

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    Needs More Information  ·  1 comment  ·  Call & screen recording  ·  Delete…  ·  Admin →
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15. combine Analytics page with Agent page- Less screens

    Combine Analytics page with Agent page- Less screens

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16. Mobile app as endpoint of RingCX

    When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.

    Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.

    27 votes

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    Under Review  ·  4 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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17. Supervisor Activity report

    Have a detailed report for Admins to have a Supervisor Activity Report.

    In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.

    5 votes

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18. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    6 votes

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    Needs More Information  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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19. Make Supervisor Assist feature easier to see in the UI

    When a supervisor is viewing Interactions from the Supervisor, the buttons for monitor, coach and barge in only appear when hovering over the right side of the screen with the mouse. Now that Supervisor Assist is coming, a new button in the same area is available to access the Notes & Transcript. It would be more user-friendly to make all buttons visible by default on right side of the interaction. Supervisors shouldn't have to be trained to hover to access the features - the UI should be 100% obvious.

    7 votes

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    Future Consideration  ·  0 comments  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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20. Make Agent Assist features easier to access

    The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)

    10 votes

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    Under Review  ·  0 comments  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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