1666 results found
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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.
44 votes -
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 -
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.
6 votes -
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 -
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)
21 votes -
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 filesActual behavior
There is delay after the end of playing 2 files…
18 votes -
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…7 votes -
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…15 votes -
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 -
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).
31 votes -
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 -
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…
18 votes -
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.
44 votesDark 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/
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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 -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
10 votes -
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 departmentIn…
65 votes -
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.
11 votes -
Max Q Data in RingCX Custom Widget
To have the option for Max Q under the Data tab in RingCX Custom Widget.
2 votes -
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…
4 votes -
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.
10 votes
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