1362 results found
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Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.7 votes -
Productized Lead Loader API / Speed2Lead
Productized Lead Loader api / Speed2lead.
On the old chat form you can create a form and send leads to dialer campaign.
To include this option in the new chat form and set as subscription option for customer.
7 votes -
Allow Hiding Metrics on a Historical Report
Ability to hide a metric on a report. For example, I use 2 metrics to calculate a custom metric, but I don't want those visible on the finished report.
7 votes -
To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
7 votes -
Option to disable Call Recording for internal interactions
• It would be great if we can have the option to disable Call Recordings for internal interaction/calls
•This would help with the account's recording threshold
• Currently, Call Recordings settings is limited to :
-Recording on Transfer
-Agent segment recording7 votes -
Add Audio Settings (Noise Suppression) to RingCX Browser Version
Customers have reported persistent background noise during calls when using the RingCX browser version. Unlike the desktop app, the browser version lacks audio settings such as noise suppression. Implementing audio controls and noise reduction features in the RingCX browser client would enhance call clarity and overall user experience.
7 votes -
Sync RingCentral App status with RingCX SPOG status
The ability of the RC app to change its status to DND when a RingCX call comes in, so they won't receive an REX call. The same goes when receiving an RC App call to change the RCX status to Unavailable or Busy.
7 votes -
When logging out of RCX or refreshing: digital tasks are immediately sent back to the queue.
When logging out of RCX or refreshing: mails in task mode assigned to an agent move to the Inbox instead of being kept on the task mode. the idea is to "keep" digital tasks assigned for a certain time with the same agent even if he refreshes the browser or disconnect from RingCX.
7 votes -
Display Agent Call Hold Status and Duration in Supervisor Dashboard
We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.
Current Behavior:
The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.Requested Enhancement:
Add the following to the Supervisor Dashboard:1.Hold…
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 -
Backup
Backup / export and restore / import options for
- voice queues
- digital queues with agent mappings,
- roles,
- user with queue mapping including rank or skills
- time settings.
the existing export functions, e.g. flows covers only a small part of settings.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 -
Add priorities (ranks) to digital queues by agent similar to call queues
Add priorities (ranks) to digital queues by agent similar to call queues
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 Deactivate Agents and Retain Historical Reporting in RingCX
Customers need the ability to deactivate or disable agent accounts in RingCX instead of deleting them when an agent leaves. This feature should allow reassigning the license to a new agent without losing the historical reporting tied to the original agent’s profile. Currently, deleting an agent removes access to their historical data, and modifying profiles causes historical reports to reflect the new agent information, which is not ideal. Implementing this feature would help preserve valuable reporting data while efficiently managing license reassignments.
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
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