1665 results found
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Default Enable Queue Call Recording Settings
Currently, call recording settings need to be configured individually for voice queues/campaigns.
Request to provide an option at the global/account level to define call recording settings that will apply/cascade down to all voice queues/campaigns, and ensure that any new queues/campaigns built on the account maintain these same settings, with the ultimate goal being that any call, inbound or outbound, is recorded per the account-level recording preferences.
1 vote -
Dismiss "To start your agent session, connect to RingCX" on keypad
Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.
2 votes -
Restricting users to dashboard access only
Restricting users to dashboard access only.
We need provide some of the users access to dashboards only, meaning they shouldn’t be able to access any other options.
There is another odd thing - there are multiple full access roles being duplicated
Can you also please check how are the roles are in place for analytics portal. Its unusual that we have to create them as admin to provide access to analytics portal. There is also an open case with Myra – Users cannot see custom shared dashboards or receive schedule data exports via email even after having full access.
1 vote -
agents seeing how many waiting in queue
Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs
4 votes -
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA.
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA. PLEASE, PLEASE, PLEASE. ITS EXHOUSTING TO SAY COUNTLES TIMES THE TCPA FOR DEAD AIR.
1 vote -
quality assurance form
It will be helpful if there is a way for us to build the Quality Form within RingCX so that the customer can just populate the form while they are auditing calls.
1 vote -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
13 votes -
Dial 911 On RingCX Agent Platform
Ability to dial 911 or 988 on RingCX Agent platform
6 votes -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
47 votes -
Full Access User Visibility to Real-time DNC Integration Field
In RingCX, allow Full Access Users to see the Real-Time DNC Integration field in Campaign settings.
Currently, only super admin views have access to this field.
2 votes -
Missed Message Alert Customization
Currently in RingCX, when agents miss accepting a new message, they receive a pop up that says "A pending message timed out before you were able to accept. You will not be presented new messages unless you confirm that you can take them." There are two options that the agent can select from, either "No new messages" or "Accept new messages". We understand why that pop-up and options are necessary but it would be nice if there were some customizable options for this feature. It may be helpful to remove that message entirely because if an agent is actively looking…
2 votes -
RCX - Admin ability to share the dashboard to Supervisor only
Admin ability to share the dashboard with the Supervisor only without admin access
1 vote -
Feature Request: Rules Engine for RingCX
Feature Name: Rules Engine for RingCX
Description: Customers using RingCX would like the ability to create and manage rules that automate actions based on specific conditions.
This includes features such as:
• Ignoring or categorizing content based on predefined criteria.
• Changing language settings automatically.
• Updating interaction priority dynamically.
• Distributing cases across categories using weighted percentages.
• Applying conditional logic to automate routing and content management.Use Case:
This feature would allow customers to enhance automation within RingCX by defining rules that streamline interaction handling, improve agent efficiency, and enhance response prioritization.
Currently, this is only available in…2 votes -
Ability to disable File Upload Feature in RingCX Digital Chat
Requesting an option or ability to disable the file upload feature in RingCX Digital Chat, as it poses significant security risks such as malware, spyware, and numerous other threats.
10 votesAdded Engage Messaging channel settings:
- Allow web visitors to send attachments
- Allow agents to send attachments
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Call back operation hours - preventing next working day call backs
Call back works in line with the standard operating hours resulting in people not getting a call back until the following day or after the weekend. This results in a poor experience as they aren't provided any update that the call back has been pushed to the next working day.
I suggest that we have operating hours for the Call Back service allowing us to stop it 30 minutes before the close of play to save disappointment and leave our customers underwhelmed.
1 vote -
Improve user experience by making the Corporate Directory a type field without a partial list
At the moment, when the agent tries to transfer to a REX extension, they see a type field along with a list of 10 users, ordered alphabetically. The natural response of the user is to try to scroll down the list but it is a static list of 10 REX users and does not scroll. This behaviour can be seem as an error and is inconsistent with the Corporate Directory elsewhere.
Feature request: Remove the partial list of users displayed, Add a help text descriptor to the text field asking then to start typing the name of the user they…
2 votes -
RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.
1 vote -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
3 votes -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
2 votes -
RingCX- Option to tell callers how many other callers are ahead of them when a queue is full
Requesting Option for RingCX to tell tell callers how many other callers are ahead of them when a queue is full.
3 votes
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