1449 results found
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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 -
Enhanced Caller ID feature
To have an Enhanced Caller ID feature that will allow up to 32 characters, display the reason for the call, display an enhanced caller information (branded Imagery), customised content for end-users, custom text, and spoof protection.
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 votesI'm glad to announce that this feature is now available in your AI QM account. You can generate AI followup emails, as well as use various different templates to create the relevant emails.
See the attached GIF
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have duration for agent state and select an agent state in advance after a call.
RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since
- the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
- cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.
To address this, it would…
8 votes -
Caller ID when transferring a call.
Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.
8 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.
8 votes -
If no agent is available, do this condition
An condition that says "If no agents are available in the queue, do this". There is an option that says "if no agents are logged in, do this", but we need an "if there is no agents available, do this"
8 votes -
Robust Wallboard Functionality
Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.
RingCX Wallboard is required to have the below features added:
Images (i.e. Brand Logo)
Scrolling / Static Text Boxes (Manual Announcements / Information updated)
Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)
Calculated Statistic Values (Example: Presented – Deflected)
Coloured/Alerting Boxes based on Statistics (Number or Text)
8 votes -
RingCX Voice Skill "Play Hold Time" Feature Enhancement Request
Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…
8 votes -
In Que Callbacks are treated as inbound calls, use inbound agent whisper and inbound agent script
There should be the option to have a different script for a callback (where the caller chose not to hold but to receive a callback). Similarly, you should have the option to use a different agent whisper for these as well, as they are not truly "inbound calls".
8 votes -
Revamp RingCX Business Hours Override
Currently, the interface for the Business Hours Override settings can be super confusing to set up, and it's unclear to users how the settings will function once enabled.
Instead of defining times for the override to not kick in, the interface should have you specify the times it should actually kick in. Also, the override shouldn't knock out the business hours for the whole day but only apply to the specified timeframe in the configuration.
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 -
Native Integrated Virtual Agent (digital & voice)
Intuitive and self service IVA setup
8 votes -
Admin role to have ability to log out agents
An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.
8 votes -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.8 votes -
RingCX Queue Event- Alarm Notification "send to device"
It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…
8 votes -
AI-based automated translation tool in RingCX digital channels
Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.
8 votes -
RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes -
Post Call Surveys within the Interface
The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.
8 votes
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