1089 results found
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Restrict changes to Queue SLA settings
Create a Supervisor Security setting to restrict changes to Queue SLA settings by Supervisors
4 votes -
RingCX Voicemail Access in Call Logs
Option to retrieve the voicemail (deleted or not) through call logs - to have call logs as well
4 votes -
Feature Request: Reopen and Return Chats with No Customer Activity to Queue Instead of Direct Agent Assignment
Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.
Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.
We recommend considering this feature for future updates to offer more flexible chat routing options.
4 votes -
I would like my CX agents to be able to see how much time they have logged in each state through the daay
I would like my CX agents to be able to see how much time they have logged in each state through the day. Letting them see how much time they are in available, aftercall, break, lunch, project would be a way for them to self manage their time.
4 votes -
RCX | Call recording Controls for Supervisor
Allow the ability to control the call recording of the supervisor when they barge in, Monitor, and take over the call regardless of the call recording settings of the Voice Queue.
Currently when the supervisor takes over the call the call recording stops if the Voice Queue call recording settings is set to Do Not Record On transfer.
4 votes -
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation,…
4 votes -
Retain Originating Caller ID During RingEX to RingCX Transfers
Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.
Current behavior:
When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.4 votes -
Set Default Transfer Type
When an agent performs a transfer, they have to select their transfer directory, between Internal, Corporate Directory (from RingEX), Phonebook, or Destination (External). Destination comes up as the default option, but we do not utilize this. Almost all transfers are of the "Internal" transfer type, so the agents must select that transfer type from the dropdown, and then find the agent. We are requesting an account level setting where you can specify a default Transfer Type option, so it is automatically set for all agents.
4 votes -
Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number
RingCentral Dynamics integration handles Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number.
Increase the threshold for CLI matching, or
Allow a manual selection from the list when multiple matches are found.
4 votes -
moving agent from one agent group to another
Ability to move an agent from one agent group to another without deleting and recreating the agent profile.
4 votes -
increase the maximum character counts for ringcx SMS
Request to increase the maximum character count for RingCX SMS.
4 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…4 votes -
Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
4 votes -
Transfer Call to Voicemail
The customer would like to have the ability to transfer a Call to Voicemail (RingCX) by pressing the # just once. She mentioned that she still needs to press the # key twice to transfer the call to voicemail.
4 votes -
would like digital interactions to prompt the agent only after they finish the call, not while the call is in progress
While on a call, a pop-up for a new digital interaction shows up and takes them away from their current screen. This is distracting for both the agent and the customer.
4 votes -
SLA % calculations - create inbound presented or remove outbound from calculations
Currently IB queue SLA% is calculated using the "Presented" metric -- "Presented" is calculated using both IB calls presented to an agent AND OB session/Agent Leg connection calls. -- This inherently skews SLA% as the OB session/Agent Leg connection calls are not true/real calls "presented" to the agent. The SLA% should calculate only IB calls; e.g. if a customer has a 30 second SLA set and 100 calls come into a queue (90 are answered prior to 30 seconds) their SLA% (adherence) would be 90%.
4 votes -
RingCX allows you to pick up calls on the dashboard manually
It would be helpful if RingCX allowed users to manually pick up or recover calls not progressing on the dashboard.
4 votes -
Ability to allow Litify objects to mapped on RCx SF embedded agent
We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well
4 votes -
Ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
RingCX Callback feature_ Enable the ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
4 votes -
Integrate Salesforce within the RC App
The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.
SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.
4 votes
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