1180 results found
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Apply Voice Skill Assignment to Callbacks.
Skill assignment via route to agent queue event within voice queue is not being followed for Callbacks.
Scenario:
Voice queue is configured with 2 route to agent queue events. Queue event 1 is set to route to agents with a "Tier 1" skill for 5 minutes. Queue event 1 also has DTMF enabled that allows for callback to be selected. Queue event 2 is another route to agent queue event, but it is configured to route calls to the "Tier 2" skill.Issue:
Skill assignment is not being followed for callbacks. If a caller selects DTMF option to leave a…3 votes -
Allow for Larger Agent Debug Files to be Requested
Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.
If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.
3 votes -
Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
3 votes -
SMS Alert Tone In RingCX
We would like to have an audible notification or push notification when receiving messages from SMS queue in RingCX. This would be helpful for us to manage our company SMS within RingCX.
3 votes -
Date Time node in Workflow Studio should default to the same timezone as the account
When adding a new Date Time node in the Workflow Studio, the timezone defaults to Eastern Standard Time. This is unexpected.
Expected behavior would be for the Date Time node to use the same Timezone that is set in Account settings.
3 votes -
establishing contact information in RingCX incoming call
Agent would see a pop-up on the right side of the app showing the contact information during an inbound call.
They would update it but when the same customer call back in, the information won't show their name, just showing the number and unknown
Customer suggested that if possible to show the contact information so that the agents would be notified whether the caller is a VIP or not.3 votes -
Enhanced Requeue Controls: Add Clear Option to Return to Caller Without Completing Transfer
Request: Improve the agent user experience in RingCX by providing a clearer, more intuitive option to cancel a requeue and return to the original caller before the transfer completes. While the current system allows this via the "Hangup" button and selecting "Cancel transfer," this functionality is not obvious to agents and leads to confusion and call handling issues. A dedicated "Cancel Requeue" or "Return to Caller" button during the transfer process would reduce errors, improve efficiency, and ensure agents can confidently manage live interactions without unintentionally abandoning the member.
3 votes -
Enable Requeue Cancelation or Recovery When Transfer Fails
Allow agents who requeue a call to reclaim it if the transfer fails or the call remains active.
3 votes -
Clarify Error Message for Unsupported Transfers from RingCX to RingEX Extensions
Currently, when agents using RingCX attempt to transfer a call to a RingEX extension via the corporate directory, the system presents a misleading "congestion" error. This message suggests a network or capacity issue when the true cause is that transfers to RingEX extensions are not supported in RingCX.
This leads to agent confusion, unnecessary troubleshooting, and increased support tickets. We request a clearer, more accurate system message such as "Unsupported transfer destination" or "Transfers to RingEX extensions are not currently supported" to replace the generic "congestion" message in these cases.
3 votes -
System-wide Phone Book
Include a system-wide phone book. Having a Phone Book per Agent Queue is good, but when I have to add the same Phone Book entry to multiple Agent Queues, it creates unnecessary work.
3 votes -
Select Agent Queues from Single Pane of Glass or SPOG
If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.
Need to be able to select which queues you are logging into when singing in via SPOG in EX.
3 votes -
Digital E-mail Address/Phone Number in Historical Reporting
Although you can create a report in Historical Analytics that returns all the Digital Interactions over a period of time, no identifying information is available that allows you to know what the interaction was.
For example, with voice calls, the report includes the customer's DDI of the phone call, allowing you to go and search for the voice call that the voice interaction is referring. However, this is not available for Digital messages like E-mail, Live Chat, and WhatsApp, even though that date is available to Ring Central.
It is therefore possible to retrieve a report of all the digital…
3 votes -
Manually assign queued emails
To be capable of manually assigning queued emails to agents.
3 votesWe're actively researching this feature. Can you please provide more detail of why this is so important?
What problems does this solve that a good routing system that was properly configured cannot?
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Allow Uploading Audio Files from Workflow Studio
When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.
I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.
3 votes -
Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)
Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.
3 votes -
Add integration for the RingSense for RingCX icon within the RingCentral app interface
Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI. Acceptance Criteria: RingSense for RingCX icon is visible within the RingCentral app UI. Icon links to or opens RingSense for RingCX features. Placement is consistent with existing design standards. Available for users with appropriate permissions.
3 votes -
RingCX Add Bulk Disposition
Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time
3 votes -
RCX Real time Long Abandon Metrics
When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.
It would be more useful to add in the "Long Abandons" field so we can show the number…
3 votes -
Improved alert system if no agent connected
Currently the brick positioned on the WF is based on the group ID to check if agents are connected when receiving a request, otherwise it should be configured the ID of agents with the competence corresponding to the request
For a shared team in which all employees do not take into account all customers, if an employee is connected but does not have the skills on an incoming request, no alert is issued because it is based on the group ID and therefore the entire team3 votes -
Deployment of RING CX application
Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
Unable to code and transfer on the Ring CX application.Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).
3 votes
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