1263 results found

1. Delay in the event after "Single Play Audio"

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   Expected behavior
   There is no delay after the end of playing 2 files.

   Adding additional details:
   Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

   Can we consider this as a feature request to meet the customer's expectation?

   There should be no delay after the end of playing 2 files.

   At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

   Steps to reproduce
   setup duration of first queue event to 38
   call into the queue and listen if there will be a delay after playing 2 files
   setup duration of first queue event to 39
   call into the queue and listen if there will be a delay after playing 2 files

   Actual behavior
   There is delay after the end of playing 2 files

   … more

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   18 votes

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   Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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2. Send an SMS to customers informing them we are unable to call them back

   SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

   SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

   FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
   Ability for each client using the service to be able to personalise their own SMS messages to their customers.

   SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

   SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

   FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
   Ability for each client using the service to be able to personalise their own SMS messages to… more

   6 votes

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   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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3. Feature Request: Report on Transferred Call Destinations in RingCX

   I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

   Use Case:
   One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

   Requested Feature:
   Report Type: Call Transfer Destination Report
   Details Required: The report should include the original inbound number, the transferred number, and the timestamp of the transfer.
   Purpose: To enable clients to analyze call transfer patterns, specifically to internal numbers, for better decision-making and resource allocation.
   Implementing this feature would add significant value to our platform and enhance the reporting capabilities that our clients rely on.

   Thank you for considering this request. Please let me know if you need any further details or clarifications.

   I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

   Use Case:
   One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

   Requested Feature:
   Report Type: Call Transfer Destination Report
   Details… more

   14 votes

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   Under Review  ·  5 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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4. Impersonated admin showing incorrectly in the audit trail

   We need an update to the Audit Trail.

   Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

   In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

   15 votes

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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5. Agent to Agent Transfers in SMS and Engaged Digital Messaging

   Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).

   20 votes

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   Planned  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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6. leads

   when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...

   1 vote

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   New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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7. Synchronization of External Shared Contacts between RingEX and RingCX Directories

   Feature Request: Synchronization of External Shared Contacts between RingEX and RingCX Directories

   Request Overview: The customer requests the ability for external shared contacts that appear in the RingEX company directory to also be visible in the RingCX directory.

   Current Behavior: Currently, external shared contacts added to the RingEX company directory do not automatically appear in the RingCX directory. This lack of synchronization requires users to manually add or manage contacts across both platforms, resulting in duplication of efforts and potential discrepancies between directories.

   Requested Enhancement: Enable automatic synchronization of external shared contacts between the RingEX company directory and the RingCX directory. When a contact is added, updated, or removed in the RingEX directory, these changes should be automatically reflected in the RingCX directory, ensuring consistency and reducing administrative overhead.

   Business Impact:

   Improved Efficiency: Reduces the need for manual updates, saving time for administrators and users.

   Consistent Contact Information: Ensures uniformity of contact information across both platforms, minimizing errors and discrepancies.

   Enhanced User Experience: Provides a seamless experience for users accessing shared contacts across RingEX and RingCX.

   Proposed Solution: Implement a synchronization feature or an integration option that automatically updates the RingCX directory with any changes made to external shared contacts in the RingEX company directory.

   Feature Request: Synchronization of External Shared Contacts between RingEX and RingCX Directories

   Request Overview: The customer requests the ability for external shared contacts that appear in the RingEX company directory to also be visible in the RingCX directory.

   Current Behavior: Currently, external shared contacts added to the RingEX company directory do not automatically appear in the RingCX directory. This lack of synchronization requires users to manually add or manage contacts across both platforms, resulting in duplication of efforts and potential discrepancies between directories.

   Requested Enhancement: Enable automatic synchronization of external shared contacts between the RingEX company directory and the RingCX… more

   14 votes

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   Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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8. Dark mode feature

   We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

   42 votes

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   5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSergey Konovalov (Group Product Manager, RingCentral) responded

   Dark mode is now supported with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.

   https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/

9. Skills Based Routing in RingCX Analytics

   Customers who are leveraging skills based routing would want to be able to report on that within the RingCX Analytics Historical Reporting, to report on how calls are being distributed.

   2 votes

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   Planned  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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10. Add time based variable to holiday configuration

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

    The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

    Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
    Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

    Example:
    - On Oct 1, the service department is closed from 12pm-1pm
    - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

    In… more

    60 votes

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    Future Consideration  ·  16 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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11. Grant RingCX customers access to enable/disable countries for international calling.

    Grant RingCX customers access to enable/disable countries for international calling.

    Since updating International Access can result in significant charges, modification can be done through RingCX Support by designated customer representatives only.

    9 votes

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    Under Review  ·  0 comments  ·  Admin experience  ·  Delete…  ·  Admin →
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12. Max Q Data in RingCX Custom Widget

    To have the option for Max Q under the Data tab in RingCX Custom Widget.

    2 votes

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    Future Consideration  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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13. Feature Request: Agent Search Leads by Campaign in RingCX Problem:

    Feature Request: Agent Search Leads by Campaign in RingCX
    Problem:

    Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.

    Proposed Solution:

    Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.

    Benefits:

    Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.

    Enhanced Lead Management: Campaigns can be better organized and tracked, leading to improved lead conversion rates.

    Increased Customer Satisfaction: Agents can provide more personalized and timely responses to leads, leading to a better customer experience.
    Implementation Suggestions:

    Search Bar: Add a search bar within the campaign view where agents can enter campaign names or keywords.

    Filters: Allow agents to filter leads by campaign status, lead source, or other relevant criteria.
    Advanced Search: Consider offering advanced search options for more complex queries.

    By implementing this feature, RingCX can provide agents with a powerful tool to streamline their workflow and improve their ability to convert leads into customers

    Feature Request: Agent Search Leads by Campaign in RingCX
    Problem:

    Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.

    Proposed Solution:

    Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.

    Benefits:

    Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.

    Enhanced Lead Management: Campaigns can be better organized and tracked, leading… more

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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14. RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)

    Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    9 votes

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    Planned  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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15. Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox.

    Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.

    2 votes

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    1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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    Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    I do not reproduce this behavior

    • In "My messages" tab, I transfer to another queue
    • Submit Disposition screen appears
    • after Submitting, the interaction disappears from Agent view

    Can you please describe in more detail?

16. Show messages assigned to agent in My Messages rather than my inbox

    When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
    Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.

    2 votes

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    Under Review  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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17. Interaction Details does not match Agent disposition dashboard data

    The Interaction Details from the historical reports display the actual data for agent dispositions. However, when reviewing the Agent Disposition in the historical dashboard, there is a discrepancy: some agents' data appears correctly, while others do not. Despite agents claiming that they tag every call with the corresponding disposition, the two reports should provide consistent results.

    2 votes

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    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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18. Robust Realtime Native Guidance/Analysis (Agent Assist)

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided by client
    • Trigger based on caller, agent or either speaking the phrase
    • Smart triggers for agent required phrases based on items spoken by caller. Sales objections, complaints, FAQ’s, order status, best practices
    • Smart chat GPT style searching of LLM knowledge base for agents
    • Agent notifications based on different behavior triggers (roadmap)
    • Dead air, talking too fast, talking to slow, etc. Unique message displayed to agent based on length of behavior (Swearing, shouting)

    Reporting:

    • Ability to report and score agents on percentage of check list items completed (trending reports)
    • Most common check list items used by agent/by team (trending)
    • Most common knowledge-based items triggered
    • Smart ChatGPT style searching of interactions and interaction details
    • Ability to report on least used or unused check list items

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided… more
    13 votes

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    New  ·  0 comments  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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19. call offers for the longest wait time

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,… more

    208 votes

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    Under Review  ·  13 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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20. When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

    When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

    19 votes

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    Under Review  ·  5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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