1665 results found
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Workflow Container Clone Options
We would like the ability to Clone an existing container with all the workflows included.
2 votes -
Agent State Changes while Engaged
We would like the ability to update agent state to 'break' 'lunch' or 'away' while engaged instead of just 'break' being the default and only option.
5 votes -
Hyperlink ability in Comments and/or Disposition area
We would like to recommend RCX make a hyperlink usable in the "Comments/Notes" area, as well as the disposition area.
5 votes -
Email reply positioning
For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?
2 votes -
RingSense call URL to populate in RCX for later review
We would like to see a hyperlink that is associated to the agent RingSense call interaction with the customer in the customer conversations area. This would allow quick access for peers and supervisors who have this issue assigned or escalated to them for important context.
2 votes -
Customer Profile Field Customization
We would like to suggest the ability for admins to add additional customizable fields that do not currently exist within the Customer Profile area at present. This would be for account numbers, enterprise wide information common to customers.
3 votes -
Move from generic email profile to existing or new Customer Profile
When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.
Example:
Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
The VM call from caller ID is from 734-999-9999.That number is associated with John Smith, a customer profile visible from a previous interaction
with that customer.We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…
29 votes -
Ability to use Logitech vibe buttons on the headset to hang up and pick calls for RingCx calls.
Ability to use Logitech Vibe headset buttons to answer, mute, and end calls for RingCx calls.
1 vote -
Adding the ability to add attachments to a disposition or conversation comment field
While entering a disposition after a call or an email, or while adding a new comment to a "conversation" post call or email handled, I believe there should exist an ability to add an attachment for historical purposes. For example, having a pdf of an invoice, a photo relevant to the conversation or a video that's relevant would be positively impactful to our business.
1 vote -
Feature Request – Persistent RingCX Session Across Page Reloads and Tabs
Issue Description:
• Currently, users are required to log in again when they reload the page or open a new tab in RingCX. Additionally, in Salesforce, users must repeatedly select their RingCX account and voice connection options (integrated softphone, RingCentral Office phone, or external phone) every time they switch tabs or refresh the page.Customer Impact:
• Users experience frequent login prompts, disrupting workflow efficiency.
• Increases frustration when handling multiple customer interactions in Salesforce.
• Impacts productivity, as agents must reconfigure their voice connection multiple times.Requested Enhancement:
• Implement persistent session handling so that users remain logged in…9 votes -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
11 votes -
Transfer Calls from from Ringcx to RingEX park location is not working
I would like to submit a feature request regarding the Transfer calls from RingCX to the RingEX Park Location not working.
Currently, when trying to transfer calls to RingEX park locations from RingCX calls, the calls are with no error message.
"There is no error message received. They transfer the call to the park extension and it just hangs up on the caller. No error message. And nothing on the caller side to indicate anything other than the call dropped."
1 vote -
Agents should have the ability to choose between two lead lists and decide which one to load first from their RingCX.
Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.
2 votes -
Robust Wallboard Functionality
Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.
RingCX Wallboard is required to have the below features added:
Images (i.e. Brand Logo)
Scrolling / Static Text Boxes (Manual Announcements / Information updated)
Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)
Calculated Statistic Values (Example: Presented – Deflected)
Coloured/Alerting Boxes based on Statistics (Number or Text)
8 votes -
View Ring CX Realtime dashboards in minutes and seconds.
Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.
Max Q, Avg Q etc.
102 votes -
More specific end call results in RingCX
Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)
What does the feature do that RCX doesn't currently do?
Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.
What impact will this feature have on the customer's business?
Allows customers to have a better understanding of call results, which…
3 votes -
Revert to previous text message layout with visible previous message chain when initiating a new text
Suggest reverting to the previous text message layout where the entire message chain is visible when starting a new text. This feature made it easier to reference past conversations and continue discussions without losing context. Bringing it back would improve efficiency and enhance the user experience.
2 votes -
Change Color Associated with Engaged State
On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.
3 votes -
Sending fax messages in RingCX
Customer would like to add the fax feature in RingCX.
14 votes -
Make Changing Users Efficient and Secure
My First Born Super Admin let the company, i had to step in to maintain the system. In my situation, I needed to assume the First Born Super Admin Role, remove two users, access their email, and add two more users. Not having much experience with Ring Central I called support. The process to actually do this was astoundingly bad.
To assume the First Born Super Admin Role, I had to change user information on the First Born Super Admin to reflect my information, and i had to change my old one to a new user. The problem with this,…
4 votes
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