1666 results found

1. Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics

   Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
   Category: Analytics & Reporting
   Affected Component: RingSense → Coaching → Scorecard → Leaderboard

   Current Limitation
   • The Leaderboard only reflects average scores derived from manually scored Scorecards.
   • AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.

   Proposed Enhancement

   1. Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:

   • Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:

   Average Score per User
   Number of Scorecards per User

   1. Adapt Calculation Methods for Yes/No Response Types:

   • Define logic for calculating scores from Yes/No responses to derive meaningful averages.

   Example: Treat "Yes" as 100% and "No" as 0%, then calculate the average score.

   1. Provide a Toggle Option for Managers:

   • Include a setting in Admin Settings → Scorecards to enable or disable the inclusion of AI-pre-filled Scorecards in Leaderboard metrics, ensuring flexibility for organizations.

   ---

   Business Impact

   1. Improved Adoption of AI Scoring:

   • Including AI-pre-filled Scorecards in Leaderboard metrics will encourage more customers to transition to AI Scoring without losing essential reporting capabilities.

   1. Comprehensive Performance Insights:

   • Managers can gain a complete view of team performance, regardless of scoring method.

   1. Enhanced User Experience:

   • This change aligns Leaderboard functionality with evolving AI-driven workflows, reducing the need to revert to Manual Scoring.

   ---

   Priority Level: Medium-High

   • Reason: While this limitation is by design, it reduces the utility of Leaderboard metrics for customers heavily relying on AI Scoring, impacting their reporting and performance tracking workflows.

   Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
   Category: Analytics & Reporting
   Affected Component: RingSense → Coaching → Scorecard → Leaderboard

   Current Limitation
   • The Leaderboard only reflects average scores derived from manually scored Scorecards.
   • AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.

   Proposed Enhancement

   1. Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:

   • Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:

   Average Score per User
   Number of Scorecards per User

   1. Adapt Calculation Methods for Yes/No Response Types:

   •… more

   6 votes

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   0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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   Implemented  ·  Sushant Hiray responded

   Scorecard Intelligence - We've introduced a new tab inside Coaching module called scorecards, it gives you intelligence on scorecards at a global as well as individual level:

   • Actionable visibility: Unlock scorecard performance and rank order agents
   • Smarter analysis: Correlate agent scoring patterns (pass vs. fail)
   • Business impact: Exportable reports enable trend analysis and informed decisions

   You can find more details in the attached screenshot

2. Allow for ability to add role restrictions to supervisor tool.

   Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call.

   Customers would like to have the ability to restrict the supervisor functions to Monitor calls only.

   3 votes

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX

   Have a button for user to jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX

   3 votes

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   Future Consideration  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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4. Push Notification

   There needs to be a pop out notification. Our Organization requires agents to be working across multiple apps using multiple screens. Since CX does not have a push notification to the actual computer system, notifications are very easy to miss, unless the CX window is up front and centered in its own window. This is counter productive as it takes an entire screen.

   18 votes

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   New  ·  3 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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5. signature

   Make it possible for auto signature to belong to channel, so that agent can have several different auto signatures depending on channel.

   RC case 23529016

   2 votes

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6. add calling function when in a chat

   It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
   Right now you have to copy and paste the phone number to the phone menu

   •  

   7 votes

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   Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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7. Name or number of the RingCX user should show as caller ID if they call RingEX internally

   Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

   35 votes

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   Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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8. End Call Tone (RingCX/Salesforce)

   When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.

   7 votes

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   Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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9. sale dropdown option

   in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)

   3 votes

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   New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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10. Read-Only Access For Real-Time Dashboard on RingCX

    Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or modify the real-time dashboard. Basically, customer does not want their client to have access any other data besides viewing them only.

    Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or… more

    4 votes

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    Under Review  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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11. Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S

    When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    14 votes

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    New  ·  4 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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12. Send messages to multiple recipients using RingCX application

    Send messages to multiple recipients using the RingCX application.
    The customer wanted to send messages to a group of recipients using the RingCX application.

    1 vote

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13. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

    Use Case:
    A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

    This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

    Proposed Enhancement:

    Diagnostic Tools for Upload/Management Testing:

    Admin Panel Visibility:
    Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
    Detailed Error Logging:
    Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
    The specific lead IDs that failed to upload.
    The error type encountered (e.g., network failure, internal server error, missing data).
    The list or campaign where the failure occurred.
    Error Resolution Suggestions:
    Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
    Lead State Monitoring:

    Lead State Consistency Check:
    Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
    Lead Activity History:
    Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
    Automated Testing for Lead List Transfers:

    Pre-Transfer Validation:
    Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
    Post-Transfer Confirmation:
    After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
    API Enhancements:

    Lead Search and Fetch Enhancements:
    Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
    Enhanced API Feedback:
    When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
    Testing Environment for RingCentral Tech Support:

    Sandbox for Lead Management:
    Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
    Automated Monitoring and Alerting:

    Real-Time Monitoring:
    Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
    Customizable Alerts:
    Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
    Benefits:

    Increased visibility and control over lead uploads and transfers.
    Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
    Enhanced troubleshooting and faster resolution for technical support teams.
    Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
    Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
    This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

    7 votes

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    Under Review  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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14. "My caller ID" dropdown should be searchable

    "My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.

    My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.

    Thanks!

    22 votes

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    Under Review  ·  4 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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15. Restrict my agents from seeing the "New messages" inbox

    Restrict my agents from seeing the "New messages" inbox

    • I need your help in restricting my other agents from seeing the "New messages" inbox. See attached screenshot
    • We only want agents who are assigned to chat to see chat messages. No specific other reason than that
    • We want to pick which team members can access the messages.
    3 votes

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    New  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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16. RCX RT Dashboard to Show Individual Caller Hold/Wait Time

    Wallboard that will show how long each call has been in a queue individual hold time
    and will show the total queued time for each caller.

    12 votes

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    Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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17. RingCX Digital Inbox Restricted to Roles

    Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.

    6 votes

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    Under Review  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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18. CNAM for RingCX Parallel Dialing

    Current Behavior: When configuring Parallel dialing to display the DNIS as "Outbound Caller ID," the CNAM associated with the specific DNIS number does not appear on the receiving RingEX User's phone. Instead, the RingEX mailbox CNAM is displayed.

    Desired Improvement: It would be beneficial if the actual CNAM of the DNIS number were shown on the receiving RingEX User's phone.

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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19. Quick Reply button on Automatic Messages

    Impliment ability to output quick reply button on chat channels for automatic message - it is already implimented in the smart close flow where a user can click 'Yes' or 'No' post chat

    https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies/

    1 vote

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20. Improve handling media for Queue events

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

    3 votes

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    Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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