48 results found

1. 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:

   1. Search for and select contacts by name, email, or phone number.

   2. Automatically populate the phone number field based on the selected CRM contact.

   3. Streamline the workflow and improve agent productivity.

   4. Reduce manual data entry and potential mistakes.

   Proposed Functionality:

   1. Add a "Search Contact" field in the outbound SMS window.

   2. Integrate real-time search and filtering from the HubSpot CRM contact list.

   3. Auto-fill the phone number upon selecting a contact.

   4. Optionally display key contact details (e.g., name, phone number, company) to confirm identity.

   Benefits:

   1. Improved efficiency and accuracy for outbound SMS communications.

   2. Enhanced user experience for agents.

   3. Better alignment between RingCX and HubSpot CRM data.

   Use Case Example:
   An agent needs to send a quick follow-up SMS to a lead. Instead of switching tabs, finding the number in HubSpot, and copying it, they can simply search the contact within the SMS interface, select it, and send the message—seamlessly.

   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:

   1. Search for and select contacts by name, email, or… more

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   Implemented  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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2. RingCX HubSpot Extension Ability to send SMS

   While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.

   6 votes

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   Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

   We're excited to announce that we've listened to your feedback have rolled out a new update for the RingCX for HubSpot extension!

   The Click to SMS feature is now available.

   https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US

3. 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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4. 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

   6 votes

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5. "Accept" and "Accept and Go" do the same thing when no active Interaction

   In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.

   I purpose to amend the design to fall within user expected behaviour so that the "Accept" button only accepts the message regardless of whether the user has any active interactions offered to them in My Messages.

   This will mean that the user can choose to either click "Accept" or "Accept and Go" and those buttons function as the user expects.

   In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.

   I purpose to amend the design to fall within… more

   5 votes

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   Implemented  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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6. Rinsense for RingCX icon RingCentral app

   Hello Team,

   I hope you're doing well.

   We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

   Add RingSense for RingCX as an icon in the RingCentral app.

   Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

   This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

   Please let us know if this feature is on the roadmap, or if a formal request should be submitted through another channel.

   Thank you for your continued support.

   Hello Team,

   I hope you're doing well.

   We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

   Add RingSense for RingCX as an icon in the RingCentral app.

   Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

   This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

   Please… more

   5 votes

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7. 3rd Party Connector for Non-Native Messaging Channels and High Volume SMS (International)

   Specific improvements in terms of 3rd party messaging channels:
   WeChat support
   LINE support
   Telegram Support
   High Volume SMS API for international customers

   International customers have requested a few 3rd party channels (listed above) not natively supported on RingCX. The request is to use a 3rd party service for a connector.

   5 votes

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8. Analytics reporting for agent activity overview

   Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pull the daily details? So for example – I look at offline times for reps to calculation certain %’s into their commission – I look at it daily – however, at the end of the month I pull it for a “through” date, but would like to have the option for the report to pull daily totals in to one spreadsheet for the through time frame, instead of me having to go back and pull each date individually. If that makes sense?

   Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pull the daily details? So for example – I look at offline times for reps to calculation certain %’s into their commission – I look at it daily – however, at the end of the month I pull it for a “through” date, but would like to have the option for the report to pull daily totals in to one spreadsheet for the through time… more

   5 votes

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9. increase the maximum character counts for ringcx SMS

   Request to increase the maximum character count for RingCX SMS.

   4 votes

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   Implemented  ·  AdminKirill.V (Group Product Manager, RingCentral) responded

   It is hidden under the beta flag and is about to be GAed. Please, reach out to me kirill.v.valov@ringcentral.com to enable the feature on your account

10. 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

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11. Feature Enhancement Request: Total Hours/Log-in Time on Campaign Level in Historical Reports

    Description:

    We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

    Use Case:
    The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the time spent on specific campaigns without requiring manual aggregation.

    Current Limitation:
    Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
    There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
    Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
    Enhancement Request:
    We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

    Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
    Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
    Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
    Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
    Impact:
    Improved reporting accuracy for customers managing multiple campaigns.
    Enhanced efficiency by removing the need for manual calculations and third-party tools.
    More granular resource allocation insights for optimizing workforce management based on campaign performance.
    Priority:
    This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation

    Description:

    We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

    Use Case:
    The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the… more

    4 votes

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12. Star key DTMF Processing

    The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.

    4 votes

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13. Holiday Handling in IVR

    This process should be handled in the DATE TIME node, as opposed to using Javascript.

    4 votes

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14. Manual Exports and Automated exports to support shorter intervals by default

    This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.

    4 votes

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15. Follow the call journey from start to finish.

    Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.

    4 votes

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    Implemented  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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16. Loop node for IVR Studio
    3 votes

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17. Support agent availability for Live Agent handover

    The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
    For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.

    3 votes

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18. Hourly Outbound Overview Report

    Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.

    3 votes

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19. RingCX Chats are being forwarded to Ignored message.

    The customer is requesting to have an option to configure the settings in RingCX channels. Chats are being forwarded to Ignored message. They are asking if we they can have an option to route the chats to New messages only.

    2 votes

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    Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    Implemented.

    Only messages that are ignored or auto-ignored will go to ignored messages

20. IVR Detail Report Changes

    When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.

    2 votes

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