1612 results found

1. 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).

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   New  ·  4 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. Custom callback prompts

   We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

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   Future Consideration  ·  3 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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3. Robust Realtime Native Guidance/Analysis (Agent Assist)

   • Agent Assist check list of required speaking points for every call
   • Unique check list options for each ACD skill
   • Required items to be addressed on every interaction by agent, checked off when complete
   • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
   • Flag to supervisor when check list items not completed during interaction – alert
   • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
   • Enhance this with smart prompts that are similar to the original dynamic trigger provided by client
   • Trigger based on caller, agent or either speaking the phrase
   • Smart triggers for agent required phrases based on items spoken by caller. Sales objections, complaints, FAQ’s, order status, best practices
   • Smart chat GPT style searching of LLM knowledge base for agents
   • Agent notifications based on different behavior triggers (roadmap)
   • Dead air, talking too fast, talking to slow, etc. Unique message displayed to agent based on length of behavior (Swearing, shouting)

   Reporting:

   • Ability to report and score agents on percentage of check list items completed (trending reports)
   • Most common check list items used by agent/by team (trending)
   • Most common knowledge-based items triggered
   • Smart ChatGPT style searching of interactions and interaction details
   • Ability to report on least used or unused check list items

   • Agent Assist check list of required speaking points for every call
   • Unique check list options for each ACD skill
   • Required items to be addressed on every interaction by agent, checked off when complete
   • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
   • Flag to supervisor when check list items not completed during interaction – alert
   • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
   • Enhance this with smart prompts that are similar to the original dynamic trigger provided… more
   14 votes

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   New  ·  0 comments  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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4. Real Time Inbound dashboard widget - Need to include Callback request count

   Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.

   It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.

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   Implemented  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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5. Ability to do Screen Recording / Standalone Screen Recording

   Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

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   Planned  ·  1 comment  ·  Call & screen recording  ·  Delete…  ·  Admin →
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6. Phone Books to allow import of contacts

   It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.

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   Future Consideration  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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7. Allow supervisor to move agent into available status.

   Request is the ability for a supervisor to move an agent into available status.

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   Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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8. Implement automatic data masking controls for PII
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   Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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9. Automatically log the RingCX agent out after they stay idle for a certain period of time

   To have a settings where they can set an idle time to automatically log out RingCX agent.
   New status "Auto Logged Off" to track in reporting.
   Option to schedule log outs, e.g. in the end of the day.

   13 votes

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   Under Review  ·  5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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10. Post call status to remain the same as the pre-call status for the agents/supervisors

    When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.

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    Implemented  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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11. Google Chat as inbound channel for help desk use case

    We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
    End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
    This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
    https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
    https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
    https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
    https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view

    13 votes

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    3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    This is not a common channel in CCaaS space, we'll need to gather interest on this

12. Recordings Delivery Audio Format

    Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.

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    New  ·  1 comment  ·  Call & screen recording  ·  Delete…  ·  Admin →
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13. Configurable Notification Sounds for RingCX Engage Digital

    Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.

    Proposed Functionality

    1. Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).

    2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the sounds before selecting; Optional volume control (tied to system audio or separate slider).

    3. Default Sound Pack: Admins can define the default sound scheme for new users; Optionally disable customization for consistency (admin override).

    4. Accessibility Consideration: Include high-pitch/low-pitch variants for users with hearing impairments.

    5. Parity with RingEX: Leverage UI/UX consistency from RingEX sound setting features to ease adoption.

    Why This Matters

    Agents miss alerts due to quiet, non-distinct, or repetitive tones especially in noisy environments or when multitasking. This leads to slower response times, missed SLAs, and frustrated customers. Providing sound personalization allows agents to choose tones that stand out for them, improving their awareness and responsiveness.

    Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.

    Proposed Functionality

    1. Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).

    2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the… more

    13 votes

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    Under Review  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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14. Make the Knowledge Base for Agent Assist available on demand

    Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.

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15. RingCX callback in queue

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
    Action:
    Identify the full script of your callback message.
    Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
    In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
    Locate the callback event and upload your new, unified audio file.
    2. Enhance Text-to-Speech Naturalness:

    If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

    Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

    Action:
    Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
    Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
    Test out any newer TTS options to see if they offer a more natural sound.
    Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

    Action:
    Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
    This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
    Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

    Action:
    Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
    In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
    Steps to Implement Changes in RingCX:

    Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
    Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
    Review Queue Events: Click "Queue Events" in the left navigation panel.
    Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
    Update Audio/TTS:
    If using a custom audio file for the entire message: Upload your new audio file in the designated section.
    If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
    Important Considerations:

    Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
    Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
    Documentation: Keep a record of the changes you make for future reference.
    By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

    13 votes

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16. Mark email that did not have an agent reply as "Solved" rather than "Ignored"

    Whenever an agent solves an interaction without responding to the message, the interaction is being tagged as "Ignored". This cause confusion as the agent actually accepted the interaction but it just didn't require a reply thus the agent is marking them as solved. It should be tagged "Solved" or something else other than "Ignored"

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    Future Consideration  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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17. 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

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    Under Review  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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18. RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page

    Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While they can edit the settings on the portal, they cannot save any modifications.

    To avoid any future confusion, I would like to suggest we introduce a toggle within the roles and permissions that would allow to individually turn the access to the “Analytics” or “Admin” tiles off and remove them from an individual’s “Welcome Page”.

    Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

    • Account + below

    or

    • Account w/o below
    • Agents + below
    • Campaigns + below
    • Phone Numbers + below
    • Utilities + below
    • Voice Inbound + below
    • Workflow + below

    This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While… more

    •  

    •  

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    Under Review  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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19. receive 2 calls

    Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

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    0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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    Needs More Information  ·  AdminYulia (Group Product Manager, CX, RingCentral) responded

    Thank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?

    For instance:

    • Are you looking for agents to handle multiple calls simultaneously?
    • If so, could you elaborate on why this is needed and how it aligns with your workflow?
    • Are there particular use cases or challenges you’re trying to address with this feature?
    • 
      

    Your input will help us gain clarity and ensure that we can address your requirements effectively.

20. Call Timers for Agents

    When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

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    Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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