1612 results found

1. Dial 911 On RingCX Agent Platform

   Ability to dial 911 or 988 on RingCX Agent platform

   6 votes

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   Under Review  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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2. Feature Request: Enable Call Recording on External Transfers to RingCX

   Hi RingEX and RingCX Developer Team,

   I would like to submit a feature request regarding the call recording functionality for externally transferred calls to RingCX.

   Currently, when a call is transferred externally from RingEX IVR to RingCX, the call is not recorded during the transfer. This behavior presents challenges in maintaining consistent call recordings, especially when handling transfers that involve external sources.

   We request the implementation of a feature that ensures all externally transferred calls, including those from RingEX IVR options to RingCX, are automatically recorded during the transfer. This would help ensure that all relevant interactions are captured for compliance and auditing purposes.

   While we currently don’t have a specific timeline for when this feature might be implemented, your vote and input on the link above will provide valuable feedback for our developers as they consider this functionality in future projects.

   Thank you for your attention to this request. Please let me know if additional details are needed.

   Hi RingEX and RingCX Developer Team,

   I would like to submit a feature request regarding the call recording functionality for externally transferred calls to RingCX.

   Currently, when a call is transferred externally from RingEX IVR to RingCX, the call is not recorded during the transfer. This behavior presents challenges in maintaining consistent call recordings, especially when handling transfers that involve external sources.

   We request the implementation of a feature that ensures all externally transferred calls, including those from RingEX IVR options to RingCX, are automatically recorded during the transfer. This would help ensure that all relevant interactions are captured for… more

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   New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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3. 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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4. 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  ·  Sushant Hiray 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

5. 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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6. On Hook Mode WITH "hot" connection always on

   On Hook Mode WITH "hot" connection always on.

   Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.

   Currently:
   If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related). Super happy clients 13 plus years :)

   If you do agent On Hook mode, every time a call is sent to the agent the firewall wants to negotiate the attempt. Tons of issues with firewall providers and carrier data connections. Yes, I'm aware of the RC University guidance, but it's not always successful with firewall providers and networks.

   SO, if you enable the Constant Connection with the On Hook mode, your client connectivity complaints will drop by 50% or more. Newbridge has been on the Engage/RCX platform for 13 years we know how it is out there.

   I got $100 bet on this, is RC in?

   On Hook Mode WITH "hot" connection always on.

   Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.

   Currently:
   If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).… more

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   New  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. 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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8. 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.

   6 votes

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   Under Review  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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9. Include Digital Teams in RingCX

   Include Teams in RingCX Digital side as it is only available for Voice only.

   We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

   •  

   6 votes

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   Future Consideration  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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10. Setting to enable dashboards/embed in agents view

    Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.

    6 votes

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    Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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11. 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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12. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    6 votes

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    Needs More Information  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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13. 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  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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14. SMS Blasts

    Outbound blast (via Textel); SMS SFDC Integration

    6 votes

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    New  ·  2 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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15. Hourly data in performance report

    wants to have a reports that will provide the data for hourly details

    for example from 05/06-05/10 when we check the analytics trend on what specific hour they receive the highest numbers of calls customers wants to click that data and pull up the details however at the bottom of the report there is no option to see the hourly data it is only showing the summary of inbound calls per user

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    Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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16. RingCX Enhanced SLA configuration

    Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.

    Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.

    Enhancement would be to add the SLA % setting in each Call Queue

    • 

    6 votes

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    Under Review  ·  5 comments  ·  Other  ·  Delete…  ·  Admin →
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17. 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  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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18. RingCX External Alert for agent status (i.e. exceeded lunch break)

    External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
    Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI

    6 votes

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    Under Review  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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19. 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  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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20. Ability to transfer to another IVR
    6 votes

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    Planned  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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