1258 results found
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Local bucket/connect based RingCX analytics report
Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.
7 votes -
Optimise "Route to Last Agent" (LCA) for Reduced Wait Times
Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.
Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.
Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should…
7 votes -
Increase Historical Report Capacity
RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.
7 votes -
RingCX historical real-time report discrepancy alignment
Go Auto Insurance (UID: 63121724012) requires improved alignment between RingCX Real-Time Dashboard analytics and Historical Reports for 'Presented,' 'Answered,' and 'Abandoned' call metrics. While a 1:1 match isn't feasible due to underlying system differences, we request enhancements to better approximate real-time data or provide clearer reconciliation methods for key discrepancies like 'Calls Answered,' to ensure consistent and reliable call center performance reporting.
7 votes -
Allow agents to block number in RingCX
Have the ability for the agents to block the numbers manually from the RingCX agent platform instead of them having to send this to the RingCX admin.
7 votes -
Enable hyperlink to External URL column for RingCX Outbound dialer
When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.
7 votes -
RingCX digital report showing which page the customer initiated the digital chat from
Currently, when a customer initiates a digital chat from a website, there is no straightforward way within RingCX Digital analytics to identify the specific webpage URL they were on.
The use case has been generated by a customer that has circa 2-million digital interactions a month spread across multiple websites and multiple pages.
This lack of data creates a blind spot and the account cannot correlate chat volume with specific website and web pages. This hinders their ability to optimize their website, measure marketing campaign effectiveness, provide the most efficient customer support and more importantly they cannot provide reports to…
7 votes -
Ability to search for contact name in Outbounds SMS (CRMs)
Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent
Summary:
Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.Description:
Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:
Search for and select contacts by name, email, or…
7 votes -
RingCX Analytics: "Today" button in filtering time in historical reports.
It would be better to have a "today" button in the interaction details instead of going to the static date and change the date manually as this is ineffiicient and requiring more steps.
7 votes -
Ring CX agents Simultaneous in a que
Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.
7 votes -
RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded
Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.
7 votes -
Transfer Digital Interactions with automatic recategorization
Whenever an agent transfers the digital interaction to another queue, the category does not automatically change with the associated queue. Therefore, if a customer replies to the thread, the interaction is routed back to the last assigned queue instead of the transferred queue.
Use Case:
1. The customer selects the incorrect queue (Customer Service).
2. Customer Service transfers the interaction to the Sales queue.
3. The Sales agent ends the conversation.
4. The customer replies to the same thread.
5. The interaction is routed back to Customer Service.Desired Behavior: The interaction should be routed back to the Sales queue…
7 votes -
dialer unit work list campaigns
Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.
7 votes -
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
7 votes -
Hide SFTP credentials in the RingCX Recording Delivery
Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them
7 votes -
Subject: Feature Request: Separate Disposition and Wrap-Up Settings in RingCX
Summary:
We request a feature enhancement for RingCX that allows Wrap-Up settings to function independently, even when Agent Disposition is disabled. Currently, the Disposition prompt is tied directly to Wrap-Up, making both share the same time settings. This limitation restricts operational flexibility and does not align with customer preferences for separate configurations.Detailed Description of the Request:
At present, in RingCX, the Disposition prompt and Wrap-Up are intertwined:If Disposition time is set to 30 seconds, the same applies to Wrap-Up time.
Disabling Disposition entirely also disables Wrap-Up functionality, which is undesirable for customers who prefer one without the other.…7 votes -
Option to see the number of calls are in queues and agents statistics
currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration
7 votes -
RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage
Problem:
• Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.Current Behavior:
• RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
Routing options are limited to static configurations based on time, IVR selections, or specific call…7 votes -
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 menu7 votes -
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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