1180 results found
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UC and RCX call recording report
Currently, when calls are made in RingEX using a RingCX-provisioned number as the caller ID, the call appears in the Interaction Details report in RingCX. However, since the call is initiated from the UC side, the corresponding recording isn’t visible within RingCX.
The customer is requesting the ability to include these UC-originated calls — along with their recordings — in RingCX reporting for better visibility and tracking.
3 votes -
Folder mode SMS dispositioning
In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.
3 votes -
Have Answered Interactions per Agent have a per-hour report
Have an option for Answered Interactions per Agent or any other report, have a per-hour (per-day) option. This gives a clear view of how calls are trending and how productive agents are in handling calls.
3 votes -
Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to…
3 votes -
Have AI Summaries and Transcriptions show in plain text on RingCX Analytics instead of a URL
Currently the AI Summaries and transcriptions are showing on the reports in the form of URLs. Some customers would want to have this in plain text for it to be easier to extract from the reports as well as easily visible in activity logs when using RingCX embedded agent applications.
3 votes -
Agent Whisper
The ability for a bot or supervisor to put a message into a chat for only an agent to see.
Our main use case for this would be to put a conversation summary at the end of a bot conversation in a whisper that only the agent will see this allows us to use language/abbreviations the agent will be able to understand that the customer wouldn't.
This will also allow for supervisors to prompt or direct agents without directly interrupting them from the chat.
3 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
dashboard ring no answer
Call which have not been answered by an agent and which trigger the RNA state appear multiple times on the Supervisor Dashboard until they are actually routed to an agent. Whilst logically, this makes sense it does not make for an easy interpretation. Can we show such calls as one single call/interaction within the dshaboard.
3 votes -
requeue
Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.
3 votes -
Automatically send SMS messages for missed outbound calls.
A feature to automatically send SMS for any missed outbound calls. The current built-in workflow in the RC App primarily supports inbound calls only.
3 votes -
Improve Readability of Call Transcripts in RingCX
The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.
3 votes -
Option to disable Call Recording for internal interactions
• It would be great if we can have the option to disable Call Recordings for internal interaction/calls
•This would help with the account's recording threshold
• Currently, Call Recordings settings is limited to :
-Recording on Transfer
-Agent segment recording3 votes -
RIngCX - Fixed amount for Agent States
We would like agents to only be in certain states for a fixed amount of time and for the agent's state to be automatically changed to available
3 votes -
Add Audio Settings (Noise Suppression) to RingCX Browser Version
Customers have reported persistent background noise during calls when using the RingCX browser version. Unlike the desktop app, the browser version lacks audio settings such as noise suppression. Implementing audio controls and noise reduction features in the RingCX browser client would enhance call clarity and overall user experience.
3 votes -
Allow agents to set a specific callback date and time when selecting the "Callback" disposition during manual calls.
When an agent selects the "Callback" disposition, a date and time picker should appear, allowing the agent to set the exact date and time for the callback as provided by the customer.
3 votes -
RingCX Digital: Email Address on To/CC Fields
There should be a Reply All option in RingCX Digital Email. When selected, it should add all email addresses from both the To and CC fields into the To field of the reply, ensuring that everyone in the original conversation receives the response.
3 votes -
RingCX Analytics: Report to Track Supervisor Updates to User Availability States
We’d like to request the addition of a report in RingCX Analytics that tracks when a Supervisor updates the availability state of another user.
This report should include:
The Supervisor’s name and ID who made the change
The user’s name and ID whose availability was updated
The previous state and new state
The date and timestamp of the changeThis feature would improve visibility, enhance accountability, and assist in troubleshooting state-related issues within the contact center.
3 votes -
Hubspot embedded agent
Instead of Hubspot being an extension, work with hubspot to embed the agent console into the CRM
3 votes -
SMS Templates (Reply Assistant)
Have Reply assistant appear on initial outbound message for SMS. currently it works on replies but not on the initial outbound message. SMS templates work but not in HubSpot/My Messages in initial outbound SMS; workaround is to use “All Messages”
3 votes -
Smart Automatic Close for Live Chat Scope Configuration
Currently, when creating a digital channel, if you choose the "Enable Live Chat" option in the Scope Configuration section, you do not get the ability to set up the Automatic Smart Close configuration. The feature is available for all other options.
3 votes
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