1180 results found

1. RingCX Outbound SMS -- Cannot see messages until they are replied to

   When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.

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   Planned  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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2. caller id

   It would be extremely beneficial for contact name to be displayed in RingCX when a contact has been saved. While the phone number is displayed, it would be helpful for agents to know who the caller is before the call is disconnected. This helps them to mentally prepare and is crucial to certain scenarios.

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   Under Review  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Allow RingCentral App to Place RingCX Calls on Hold

   During a RingCX call using the RC app, putting the call on hold doesn't function correctly. The other party can still hear the audio when the hold feature is activated from the RC app.

   Allow the RingCentral App to effectively place RingCX calls on hold.

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   Under Review  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. 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 a queue, will hear an estimated wait time of 30 min which is the wait time of caller 1 (first queued caller) in the queue.

   Enhancement Request: The "play hold time" should calculate the waiting time and play it correctly for all callers, and not only the first caller on top of the queue.

   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… more

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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5. 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 queues, rather than dynamic adjustments based on queue volume.

   Desired Behavior:
   • We request the implementation of a feature that would allow routing decisions to be based on a percentage of queue volume. This would enable:

   • The ability to set a specific percentage of queue volume (e.g., 15% or 50% of the total queue capacity).
   Automatically trigger forwarding or route calls to an alternate destination (e.g., answering service, another queue, or voicemail) when the threshold is reached.
   Customizable settings for different queue volumes and traffic periods (e.g., holidays, peak hours).

   Benefits:

   • Efficient Call Handling: Automatically redirect excess calls when queue volumes are high, ensuring that all customers receive timely responses.

   • Dynamic Routing: Offers flexibility to adjust routing strategies based on real-time conditions (e.g., volume spikes).

   • Improved Call Management: Reduces the need for manual intervention and oversight during high-traffic periods.

   Urgency:
   • Without this feature, managing peak times becomes labor-intensive, requiring constant manual adjustments to call routing. A percentage-based routing feature would significantly streamline operations and improve the customer experience during high-volume periods.

   Recommendation:
   • We strongly recommend the development of a call routing feature based on a percentage of queue volume. Additionally, consider:

   • Threshold Customization: Allow users to set specific thresholds based on percentage or number of calls in the queue.

   • Flexible Routing Options: Provide multiple routing destinations once the threshold is exceeded (e.g., forwarding to another queue, voicemail, or a specific agent group).

   • By implementing this feature, we would greatly enhance the efficiency and flexibility of our call management system.

   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… more

   6 votes

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6. RingCX agents able to see the total duration of their agent states for the day

   We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

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   Needs More Information  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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7. Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics

   Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
   Category: Analytics & Reporting
   Affected Component: RingSense → Coaching → Scorecard → Leaderboard

   Current Limitation
   • The Leaderboard only reflects average scores derived from manually scored Scorecards.
   • AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.

   Proposed Enhancement

   1. Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:

   • Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:

   Average Score per User
   Number of Scorecards per User

   1. Adapt Calculation Methods for Yes/No Response Types:

   • Define logic for calculating scores from Yes/No responses to derive meaningful averages.

   Example: Treat "Yes" as 100% and "No" as 0%, then calculate the average score.

   1. Provide a Toggle Option for Managers:

   • Include a setting in Admin Settings → Scorecards to enable or disable the inclusion of AI-pre-filled Scorecards in Leaderboard metrics, ensuring flexibility for organizations.

   ---

   Business Impact

   1. Improved Adoption of AI Scoring:

   • Including AI-pre-filled Scorecards in Leaderboard metrics will encourage more customers to transition to AI Scoring without losing essential reporting capabilities.

   1. Comprehensive Performance Insights:

   • Managers can gain a complete view of team performance, regardless of scoring method.

   1. Enhanced User Experience:

   • This change aligns Leaderboard functionality with evolving AI-driven workflows, reducing the need to revert to Manual Scoring.

   ---

   Priority Level: Medium-High

   • Reason: While this limitation is by design, it reduces the utility of Leaderboard metrics for customers heavily relying on AI Scoring, impacting their reporting and performance tracking workflows.

   Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
   Category: Analytics & Reporting
   Affected Component: RingSense → Coaching → Scorecard → Leaderboard

   Current Limitation
   • The Leaderboard only reflects average scores derived from manually scored Scorecards.
   • AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.

   Proposed Enhancement

   1. Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:

   • Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:

   Average Score per User
   Number of Scorecards per User

   1. Adapt Calculation Methods for Yes/No Response Types:

   •… more

   6 votes

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   0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   Scorecard Intelligence - We've introduced a new tab inside Coaching module called scorecards, it gives you intelligence on scorecards at a global as well as individual level:

   • Actionable visibility: Unlock scorecard performance and rank order agents
   • Smarter analysis: Correlate agent scoring patterns (pass vs. fail)
   • Business impact: Exportable reports enable trend analysis and informed decisions

   You can find more details in the attached screenshot

8. RingCX Digital Inbox Restricted to Roles

   Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.

   6 votes

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   Under Review  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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9. 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.

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   Under Review  ·  0 comments  ·  Admin experience  ·  Delete…  ·  Admin →
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10. CNAM display in RingCX Real Time Dashboard

    Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

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    Implemented  ·  3 comments  ·  Other  ·  Delete…  ·  Admin →
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11. RingCX Dialer Completed Lead list Notification

    Add a feature to enable RingCX Dialer notifications when a lead list has been completed.

    Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.

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    Under Review  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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12. Multiple level disposition

    Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
    Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
    It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.

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13. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

    Feature Request: We request that the RingCX Analytics system be enhanced to:

    Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
    Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
    Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
    Use Case:

    User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
    Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
    Benefits:

    Improves consistency in transcript availability across all supported channels in RingCX Analytics.
    Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
    Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
    Technical Considerations:

    Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
    Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
    Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
    Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

    Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

    Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

    Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other… more

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    Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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14. Send an SMS to customers informing them we are unable to call them back

    SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

    SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

    FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
    Ability for each client using the service to be able to personalise their own SMS messages to their customers.

    SCENARIO: Customer requests a call back, however the call back cannot be made, for example, if they called 5 mins before closing time.

    SOLUTION: If callbacks cannot be made on the same day, an SMS would be sent to the customer to inform them. The SMS would be sent automatically when the phone lines close.

    FURTHER DETAIL: The SMS could state when the call back would be attempted, for example, the next working day, or could suggest the customer try again when convenient.
    Ability for each client using the service to be able to personalise their own SMS messages to… more

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15. Allow option to transfer to queues in addition to users

    We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.

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16. RCX - Ability to have agents share my stats to sup at end of shift without exporting full page

    Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)

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    Needs More Information  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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17. Dashboard Access for Agents

    This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.

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    Future Consideration  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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18. No Roles showing on Main Account Role page

    Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".

    6 votes

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    Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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19. Engage Voice Call Recording

    Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.

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    Needs More Information  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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20. Increase size of Local Connect Buckets

    Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.

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    Future Consideration  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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