1613 results found

1. 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.

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   Needs More Information  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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2. 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

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Agent Scripting in Digital Interactions

   Have the agent scripting used in the ringCX voice also be applicable or usable for digital interactions such as email chat sms etc.

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   Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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4. 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 modify the real-time dashboard. Basically, customer does not want their client to have access any other data besides viewing them only.

   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… more

   4 votes

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   Under Review  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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5. RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

   RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.

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   Implemented  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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6. 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.

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   Needs More Information  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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7. 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

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   Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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8. 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 users are currently associated with specific skills or queues.

   Queue Activity Monitoring:

   Visualizes real-time call volumes for specific skills or queues, including calls currently waiting in queue, maximum wait times, and SLA breaches.
   Presents queue statistics, such as active agents, occupied vs. available agents, and average handling time (AHT) for the queue.

   Queue Intervention (Call Grab) Capability:

   Supervisors or agents with permissions can manually grab calls from specific queues to handle high-priority or time-sensitive interactions.
   This feature would prevent SLA breaches and improve overall customer service efficiency.

   Custom Alerting and Notification Mechanism:

   Triggers alerts when certain thresholds are reached (e.g., queue wait time exceeds X seconds, SLA at risk).
   Real-time notifications for critical states such as when no agents are available or calls have exceeded a set maximum wait time.

   Use Cases:
   Supervisors need real-time insight into agent availability and queue status to allocate resources efficiently during high call volume periods.
   Agents with permissions can directly intervene and grab calls from queues to assist during emergencies or high SLA risk situations.
   Queue alerts help prevent SLA breaches by alerting supervisors when intervention is needed.

   Expected Business Impact:
   Reduced SLA breaches by empowering agents and supervisors with real-time queue insights and manual intervention capabilities.
   Improved customer experience with faster response times and dynamic queue management.
   Operational efficiency gains by consolidating multiple monitoring and action interfaces into one streamlined 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… more

   4 votes

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   Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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9. 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

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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10. 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

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    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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11. 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 time spent on specific campaigns without requiring manual aggregation.

    Current Limitation:
    Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
    There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
    Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
    Enhancement Request:
    We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

    Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
    Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
    Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
    Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
    Impact:
    Improved reporting accuracy for customers managing multiple campaigns.
    Enhanced efficiency by removing the need for manual calculations and third-party tools.
    More granular resource allocation insights for optimizing workforce management based on campaign performance.
    Priority:
    This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation

    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… more

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    Implemented  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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12. 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.

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    Needs More Information  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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13. Add RC Agent Extension field to RCX Webhooks

    Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.

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    Under Review  ·  2 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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14. Feature Request: Agent Search Leads by Campaign in RingCX Problem:

    Feature Request: Agent Search Leads by Campaign in RingCX
    Problem:

    Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.

    Proposed Solution:

    Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.

    Benefits:

    Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.

    Enhanced Lead Management: Campaigns can be better organized and tracked, leading to improved lead conversion rates.

    Increased Customer Satisfaction: Agents can provide more personalized and timely responses to leads, leading to a better customer experience.
    Implementation Suggestions:

    Search Bar: Add a search bar within the campaign view where agents can enter campaign names or keywords.

    Filters: Allow agents to filter leads by campaign status, lead source, or other relevant criteria.
    Advanced Search: Consider offering advanced search options for more complex queries.

    By implementing this feature, RingCX can provide agents with a powerful tool to streamline their workflow and improve their ability to convert leads into customers

    Feature Request: Agent Search Leads by Campaign in RingCX
    Problem:

    Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.

    Proposed Solution:

    Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.

    Benefits:

    Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.

    Enhanced Lead Management: Campaigns can be better organized and tracked, leading… more

    4 votes

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    Under Review  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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15. Option to receive Reports with just the file name

    Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

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16. RingCX AI Driven "How Can I help you" Chat

    AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

    A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The call would invoke a Campaign out dial.

    AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

    A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The… more

    4 votes

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    Future Consideration  ·  1 comment  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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17. RingCX Chrome App

    The convenience of an installable RingCX Chrome web App would be great so it stays separate from the browser and does not get accidentally closed or lost by a user working with multiple tabs open.

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    Under Review  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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18. Call Queue Overflow

    It would be good if a call waiting in queue 1 after a defined period of time, could be expanded to include all agents in queue 1 and 2, so the call is offered to the first available agent in both queues.
    This could be an optional on/off feature, with a timer field, and then the number of the 2nd queue. This could also be expanded to offer a 3rd and 4th queue if desired.

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19. RingCX Digital internaction - Inbox mode - Tag or mention internal users

    RingCX Digital internaction - Inbox mode - Tag or mention internal users
    (Similar to Front's feature) -
    -Shared inbox/folder.
    -All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
    -Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users

    4 votes

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    Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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20. SKU to bill recording storage per minute (usage)

    Offer recording storage based on minutes bundle instead of prices per agent for all agents.

    Additional improvment on Recording and storage policies would be a plus too.
    - percentage of recorded call per skill/queue
    - storage time based on skill/queue/disposition/customer type

    4 votes

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    0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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