1082 results found
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RingCX- Option to tell callers how many other callers are ahead of them when a queue is full
Requesting Option for RingCX to tell tell callers how many other callers are ahead of them when a queue is full.
2 votes -
RingCX custom report that includes actual message in digital email.
A custom report that provides data on how the agent responded to the digital email. Must include the actual message sent.
2 votes -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
2 votes -
Give RCX agents ability to transfer to REX External Shared Contacts Directory
The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.
2 votes -
RCX | Ability to ping everyone for the chat feature on ringcx
The ability for the chat feature on ring cx, which is the feature on our website that allows customers to message back and forth directly with representatives.
They are curious if there is a way to make sure that when a message comes through, all users are pinged in a group rather than pinging the "next available agent"
2 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
2 votes -
RingCX Chats are being forwarded to Ignored message.
The customer is requesting to have an option to configure the settings in RingCX channels. Chats are being forwarded to Ignored message. They are asking if we they can have an option to route the chats to New messages only.
2 votesImplemented.
Only messages that are ignored or auto-ignored will go to ignored messages
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Agent script disposition element variable support
Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values
2 votes -
Expanded Queue Priority Levels
I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.
This is essential to customers who provide 3rd party support to a large client base…
2 votes -
RingCX Digital interactions routing out of order
Digital interactions are routing out of date order.
Actual behavior
Older interactions will remain pending while newer interactions are routed, despite being from the same channel and digital queue.
Expected behavior
If interactions come in from the same channel and into the same digital queue and have the same priority, the expectation is that they would be routed in the order they are received.
2 votes -
Have an option to have the first user receive the call while setting other members to Longest Idle
Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle
2 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.…
2 votes -
Voice recognition should also cater to people with strong accents.
Voice recognition should also cater to people with strong accents.
2 votes -
Stop RingCX from logging out
Set a way to stop RIngCX from logging out when away from computer
2 votes -
Adding the "manual dials" metric on the custom dashboards On RCX Analytics Live Dashboards
We need to add the "manual dials" metric on the custom dashboards on RCX Analytics Live Dashboards.
Here is the scenario:
1- On RCX Analytics portal, going to Live dashboard and adding a custom widget.
2- Select "Agent" on "Product" tabs
3- We need to be able to select "Manual dials" field on the "Data" tab.
2 votes -
RingCX Dashboard Overview
User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)
Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.
2 votes -
Case Sensitivity for Audio Search is not friendly
- Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
- Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
- Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A…
2 votes -
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to.
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to nor do they want to wear them all day long. It's strange that you can adjust it on the app, but it doesn't do a thing for Ring CX. Why don't they work together? I can have my direct calls ring through my speaker, but not the Ring CX calls? That makes no sense and no one can seem to find a solution.
2 votes -
Count All Call Time as the Egaged Agent State
When ENGAGED on an active call, the call should count as the ENGAGED state the entire duration of the call. Currently, the ENGAGED status can be changed to a break state during the call (to signal to the system to change to that break status post-call), and the system starts clocking against BREAK-AFTER-CALL vs the ENGAGED state.
2 votes -
Lower the volume of RingCx Agent when you are on "TRANSITION" state, that "brrrp" is annoying
there should be a way, that when we are on fetching leads mode, the "transition" stop making that annoying noise that "brrrp brrrp" when you are calling someone is really annoying, hearing that noise all the day its crazy
2 votes
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