1496 results found
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Add the number of customers in queue to the Supervisor view
Add the number of customers in queue to the Supervisor view
Provide supervisors with a real‑time view of the number of customers currently waiting in each queue directly from the Supervisor interface.1 vote -
Enable Direct Association of Workflows with Queues for Outbound Calls in RingCX
In RingCX, outbound workflows that trigger actions such as automated emails are currently tied to workflows that are triggered through dispositions. These workflows are manually assigned at the agent level. At present, agents can be assigned to only one manual outbound workflow, and this assignment can be configured only by administrators. Agents do not have the ability to select, switch, or apply different workflows on a per-call or per-queue basis.
This creates a significant limitation for organizations that manage multiple clients, queues, and outbound scenarios. The customer requirement is for agents to be able to select the appropriate workflow based…
2 votes -
Configurable UI Header for Incoming Calls in SPOG
We have an opportunity to improve agent efficiency for bilingual (or other) accounts by reconfiguring the call-display hierarchy. Currently, the Caller ID dominates the interface, but for this client, the 'To:' field (Language Indicator) is the higher-priority data point. I propose we allow for a dynamic display toggle that allows the customer to elevate the 'To:' title to the primary position, ensuring agents can instantly identify the required language before even answering the call.
1 vote -
MS Dynamics - Auto Complete Phone Calls
With Microsoft Dynamics, phone calls are logged but are in an "Open" status by default. This skews reporting in Dynamics if an agent forgets to take the extra step of marking the call as complete. In a high volume or fast paced environment, agents may receive a another call right after dispositioning/wrapping up the previous call and forget to mark as complete later. If we can have a setting to enable or disable calls to auto-complete at the account level based on preference, that would help keep Dynamics reporting accurate and simplify the agent workflow
1 vote -
Agent Whisper Data in RingCX Analytics
Summary
Introduce visibility of Agent Whisper events within RingCX Analytics to allow supervisors and administrators to track whether a whisper was successfully connected to an agent during interactions.Problem Statement
Currently, RingCX Analytics does not provide any data or reporting on Agent Whisper activity. There is no way to determine:If a whisper was initiated
Whether the whisper successfully connected to the agent
The duration or timing of the whisper
The frequency of whisper usage across interactionsThis lack of visibility limits quality assurance, coaching effectiveness, and operational insights for teams relying on real-time guidance features.
Proposed Solution
Enhance RingCX…2 votes -
Mandatory Name and Related To fields on the RCCX for Salesforce
Make the Name and Related To fields on the RC widget on Salesforce mandatory
1 vote -
Native Mass Email Campaigns / Broadcasts
Description:
Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.Use Case:
Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.Business Value:
Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party…8 votes -
Delay in Forwarding Incoming calls
The customer would like to have the option to have a delay of at least 20 seconds before the call was forwarded to an external number
1 vote -
RingCX SPOG Debugging Tool for Log Collection
It would be nice to have a built in debugging tool to collect the necessary logs to open support cases for intermittent issues with SPOG. It's difficult to collect HAR and Console logs for issues that happen sporadically. A tool that runs in the background to collect this kind of data for hard to reproduce issues would be very helpful.
7 votes -
ability to create a temporary greeting without changing the workflow
It would be helpful for our customers to have an option to setup a temporary greeting without creating a new workflow or adjusting their current workflow.
1 vote -
Callback Queues in Real time dashboard
The customer is requesting enhanced visibility for callback queues within the RingCX Real-Time Dashboard. Currently, while the Real-Time Inbound widget provides an overview of total queued interactions, it does not distinguish between active queued calls and callback-queued requests. As a result, both interaction types are grouped together, limiting the ability to accurately monitor callback activity in real time. The customer is specifically looking for a configurable widget or dashboard enhancement that allows callback-queued requests to be displayed separately from active calls, enabling clearer insights into queue distribution (e.g., distinguishing how many are active vs. callback requests at any given time).…
1 vote -
German
The German localization for the "Post Call State" setting in the Admin interface is currently nonsensical.
Current Label: "Anrufstatus veröffentlichen" (Literal translation: "Publish call status")
Context: This field determines the agent's status immediately following a call (e.g., "AVAILABLE"). The current translation is misleading and does not align with standard telephony terminology.
Please update the German string to accurately reflect the function of the field.
Proposed Translation: "Status nach dem Anruf" (Status after the call)
Location: Routing > Voice queues and skills > [Queue Name] > General
1 vote -
Ability for agents to manually schedule a callback for a customer without using dialer
Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.8 votes -
Reporting for Max Queue Calls
It would be helpful to have visibility into how many calls are dropped each day once the voice queue reaches its set limit. For example, if the maximum queue calls is set to 7, any additional incoming calls are dropped after that limit is reached. A report showing the number of calls dropped due to hitting this limit on a daily basis would be very useful.
2 votes -
Intentionally mask the inbound queue name in the SPoG visual call notification until it is shown in the agent script
Customer is using SPoG and an agent script to present the IB call's Queue Name when call is connected. They don't want their agents to know what IB Queue calls are ringing and prefer to intentionally NOT disclose the IB queue name in the SPoG visual IB call notification. Agents are in a Sales group and answer calls for Home and Auto Sales and want these queue names to be discreet until the agent is connected.
1 vote -
Historical Reports for Callback Requests for the next day
Ability to have a Historical Reports for Callback Requests for the next day. The current reports only show callback requests already made
1 vote -
Chat invitation message criteria in in messaging targeting rules
add a condition criteria in messaging targeting rule for when the chat invitation message was declined
2 votes -
FEATURE REQUEST: Send vcard via SMS
Ability to send a vcard/contact card via SMS to customers prior to call allowing them to save a number and improve answer rates.
3 votes -
Real-Time Dashboard rules
Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.
If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection
Use Case :
• Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues6 votes -
Automated or bulk download capability for RingCX transcripts.
Automated or bulk download capability for RingCX transcripts.
The customer is requesting a bulk export feature for RingCX call transcripts.3 votes
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