1180 results found

1. Option to receive Reports with just the file name

   Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

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   New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. Improvements to Realtime Dashboards

   In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

   a. Clean modern omnichannel widget-driven data elements

   b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

   c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder “Assign Agent” widget in the event that “picking or supervisor assign waiting interaction to a specific agent” is added

   d. Robust new Alert Center (replacing Rules) allowing Supervisor to set alerts for calls waiting xx, # of call are xx, through agent in xxxx state for xx. These alerts can emulate today’s capabilities like changing color, displaying a banner or playing a tone then to enhance the capabilities to offer email and SMS as an alert option. NOTE: alert should be server-based and not require the dashboard to be active

     i.    Triggers to include all current rules in place and those in the Admin Alerts
   
    ii.     Examples = active for 00:00:00, Waiting for 00:00:00, Active # is greater than xx, Agent count is greater. Triggers for individual occurrences like abandoned call or agent deflected/RNA need to include the corresponding information like the ANI of the abandoned caller or the agent name/ID of the agent that deflected/missed a call.
   
   iii.    In addition, an alert for agents not logged in are requested
   
   iv.     Configuration settings for alerts should include options for = each occurrence, between the hours of x am and xx pm, Trigger once per occurrence, trigger every x minute until resolved.
   

   e. Similar to what is present currently, Separate widgets for inbound, outbound and digital. The IVR could fold into Realtime since it is needed to show all active interactions in an easy to view, monitor and manage environment.

   f. Widgets will offer Line Totals

   In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

   a. Clean modern omnichannel widget-driven data elements

   b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

   c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder… more

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   Under Review  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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3. RingCX Chrome App

   The convenience of an installable RingCX Chrome web App would be great so it stays separate from the browser and does not get accidentally closed or lost by a user working with multiple tabs open.

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4. Call Queue Overflow

   It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
   This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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5. SMS Blasts

   Outbound blast (via Textel); SMS SFDC Integration

   4 votes

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   New  ·  2 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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6. RingCX Digital internaction - Inbox mode - Tag or mention internal users

   RingCX Digital internaction - Inbox mode - Tag or mention internal users
   (Similar to Front's feature) -
   -Shared inbox/folder.
   -All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
   -Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users

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   Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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7. SKU to bill recording storage per minute (usage)

   Offer recording storage based on minutes bundle instead of prices per agent for all agents.

   Additional improvment on Recording and storage policies would be a plus too.
   - percentage of recorded call per skill/queue
   - storage time based on skill/queue/disposition/customer type

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   0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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8. Direct agent routing / prefered agent

   We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.

   Use case : account manager would be the prefered agent based on the customer who call.

   At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
   A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature).

   A 900 RingCX users opportunity (323 892 € 12M pipeline attached) is requesting this use case => https://rc.lightning.force.com/lightning/r/Opportunity/006Hr00001OK5ByIAL/view

   We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.

   Use case : account manager would be the prefered agent based on the customer who call.

   At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
   A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature… more

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   Under Review  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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9. To see the Subject line for new emails

   To see the Subject line for new emails when they pop up.

   •  

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   0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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   Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Why is this important?

   Potentially this can lead agents on picking and choosing what they accept or not based on the title

10. RingSense Feedback option

    As a participant of a meeting, I am unable to request feedback. It's important that a non-host be able to request feedback on how they handled a specific situation within an interaction. Allow anyone internal to the call to be able to request feedback.

    •  

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    0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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11. RingCX Callback Option uses Disposition Notes

    It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else

    •  

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12. Update Custom Caller ID Bucket's granularity and lifecycle flow

    The ability for a more granular creation of a caller ID bucket would be very helpful. This could include additional numbers for a given state and the ability to 'phase out' a bucket over a period of time.

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    Future Consideration  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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13. 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.

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    Implemented  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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14. Better Text to Speech Functionality

    Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.

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    Implemented  ·  2 comments  ·  Other  ·  Delete…  ·  Admin →
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15. Improvements to Ignored Message Functionality

    The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.

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16. Additional Options for Automated Exports (other than SFTP)

    Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.

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    Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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17. Capturing and Archiving RingCX Voice Mail in RingSense for RingCX

    Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It would be like cradle to grave when a voice mail is left in RCX. A link to a “possible match” as the return call would be helpful as well.

    Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It… more

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    Needs More Information  ·  0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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18. 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.

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    Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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19. Ability to "Cherry Pick" callers out of a queue

    Though there are other ways to accomplish this, many customers would like to have this functionality.

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    Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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20. Add presence status sync / data driven routing to Salesforce connector

    A few suggested changes with respect to this connector:
    1. Manage ambassador presence in the Salesforce omnichannel console for channels managed by RingCentral (presence status sync)
    2. Use Salesforce to define omnichannel routing strategies (data driven routing)
    3. Consistent management of the response base across channels (Use SFDC reply assistant)

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    Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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