1450 results found
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Supervisor having the ability to Transfer the interactions under supervisor Dashboard
Under the Supervisor menu, chats cannot be transferred to a specific agent in a way that notifies the agent via the "My Messages" section.
Desired Behavior:
When a chat is reassigned to a specific agent via the Supervisor menu, the system should generate a notification under the agent’s "My Messages" to inform them that the chat has been routed to them.4 votesWe're actively studying this idea. Please provide some detailed examples where the supervisor must decide to transfer a chat manually to a specific agent.
- in a normal busy day, wouldn't most agent's capacities be already at the max
- if queues and queue rules are properly configured, wouldn't that remove any need of manual intervention? If not please provide examples
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RingCX - More Detail on ACD Callback Unaccepted Metric
If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
Suggest to expand the Callback results to include more granular scenarios such as
"Inbound ACD Callback Unconfirmed CallerID"
"Inbound ACD Callback Duplicate Request"
This will allow contact centres to have a significantly better understanding if they are accurately…4 votes -
Add Robocall filter
RingCentral should add robocall filtering to CX. I was told it happens on the EX side, but it's not happening in CX. We're getting robocalls that hang up right after they are dropped into our queue, and that's causing our abandoned rate to spike.
4 votes -
Notification for hold duration
When caller is on hold by the agent, RingCX will be able to notify both agent and supervisor about the ongoing hold duration that can be set on the hold settings.
Notification that can be configured as pop up or email.4 votes -
Agent State Changes while Engaged
We would like the ability to update agent state to 'break' 'lunch' or 'away' while engaged instead of just 'break' being the default and only option.
4 votes -
Make Changing Users Efficient and Secure
My First Born Super Admin let the company, i had to step in to maintain the system. In my situation, I needed to assume the First Born Super Admin Role, remove two users, access their email, and add two more users. Not having much experience with Ring Central I called support. The process to actually do this was astoundingly bad.
To assume the First Born Super Admin Role, I had to change user information on the First Born Super Admin to reflect my information, and i had to change my old one to a new user. The problem with this,…
4 votes -
agents seeing how many waiting in queue
Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs
4 votes -
call recordings
Hello,
We'd like the ability for agents to have access to their own call recordings in RingCX. Our agents are giving out technical advise and sometimes have to refer back to their own calls to in order to fill out the details in our external CRM system. If we're busy and have some calls waiting, the agents answer all the incoming calls, then log the activities in our CRM system. This is where they need to log what technical advise has been given to the callers.This feature is available in standard RingCentral agents, but not for CX agents
4 votes -
Defining "Other'" Category in RingCX Historical Reports and Historical Dashboards
In RingCX, the "Other" category might encompass the following scenarios:
Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
Undefined Outcomes: Calls that ended without a clear interaction disposition.
This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.…
4 votes -
Show the entire message and not strip away an email thread and only leave the newest message
This account would like to have the ability to view the entire email thread and not only leave the newest message.
4 votes -
The customer wanted to transfer a RingCX call on a deskphone using the transfer button
The customer wanted to transfer a RingCX call on a deskphone using the transfer button
4 votes -
outbound caller ID for 911 calls handled
The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.
4 votes -
Read-Only Access For Real-Time Dashboard on RingCX
Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.
Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or…
4 votes -
Give meaningful error message when trying to move number assigned to ring cx to inventory
When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."
This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.
4 votes -
RingCX Report For Total Number Of Available Time For Not Receiving Calls
Customer wanted to generate a report that shows Total Number of Available Time for Not Receiving Calls or No Call in Queue for each agent for the whole account in RingCX
4 votes -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…4 votes -
Web callback widget management from RingCX
Provide a widget management from RingCX Admin to enable Web callback from customer website.
Similar to chat invites but for callback we need to be able to manage the look and feel (color, design) of the widget and more capabilities like:
- real time or scheduled callback,
- agent availability for real time,
- calendar for scheduled,
- associated campaign,
- form to get contact details and additional context - if needed, optional custom fields populated by Javascript or CSS selector for a deeper integration
- ...4 votes -
Agent sign in time on real time dashboard
Key Components:
Time Display:
Clearly show the sign-in time for each agent in the local business timezone.
Use a consistent format (e.g., HH AM/PM) for easy readability.Visual Indicators:
Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
Provide tooltips or hover-over info for additional context.4 votes -
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…4 votes -
More Specific Roles And Permissions
We would like to be more specific with our roles and permissions, for each setting we should be able to assign the options to: view, edit, create. This should apply to all areas of the platform for example if I want someone to see the queue configurations but don't want them to edit I should be able to select view only.
4 votes
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