1180 results found
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Qualified Dispositioned Break out/Drop Down Report
Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).
8 votes -
base state
Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".
Currently, there are the Base States of:
Available
On Break
Away
Lunch
Break
Training
WorkingThe added custom states fall under one of those categories.
Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.
8 votes -
Chat send to email
Ability to email a chat transcript with contact details.
8 votes -
add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls
Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.
It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.
8 votesThank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.
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Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG
Scenario:
When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
Request:We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
Minimize selection errors,
Streamline the outbound call process, and
Ensure compliance with proper Caller ID usage by team.Please let us know if this customization…
8 votes -
Add “All Messages” View for RingCX for HubSpot Embedded Agent
Add “All Messages” View for RingCX Embedded Agent in HubSpot
Description:
Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.Requested Feature:
Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.Value/Benefit:
Provides agents with full conversation history for better context.
Improves customer experience by avoiding repeated questions.
Increases…
8 votes -
Integration of RCS (Rich Communication Services) as a Communication Channel in RingCX
Summary:
We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.What is RCS?
RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via…8 votes -
Admins to be able to delete call recordings within RingCX
Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.
8 votes -
Live Chat with Switch Video Enable - Analytics Recordings
Live Chat with Switch Video Enable - Analytics Recordings
As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
For the reporting purposes, the video recordings are still needed.8 votes -
RingCX Analytics Platform
Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.
8 votes -
Able to search leads globally and not just in the campaigns under the dial group im working
At the moment, agents can search leads without issue.
However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.
It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.
8 votes -
AI follow-up emails in RingSense CX
"Follow-Up" option in RingSense is missing Ringsense. This feature is only available for RingSense for Sales and not for RingSense for RingCX. Customer would like to request this as a feature they can use.
8 votes -
Have an Supervisor close/disposition a chat via Supervisor Dashboard
As a supervisor "Supervisor Dashboard" I’ve got to have an option to end/close a chat so it removes completely from the operator’s “My messages” and frees the space for new chat.
8 votes -
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling
8 votes -
Dedicated phone number or menu option for CX partner support
You need either a dedicated phone number, or menu option to get to RingCX support.
It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.
8 votes -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
8 votes -
Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
8 votes -
Unable to fast forward or rewind while listening to call recordings
Ability to fast forward or rewind while listening to call recordings in RingCX
8 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.
8 votes -
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
8 votes
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