1082 results found
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Skills Based Routing in RingCX Analytics
Customers who are leveraging skills based routing would want to be able to report on that within the RingCX Analytics Historical Reporting, to report on how calls are being distributed.
2 votes -
Max Q Data in RingCX Custom Widget
To have the option for Max Q under the Data tab in RingCX Custom Widget.
2 votes -
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox.
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.
2 votes -
Show messages assigned to agent in My Messages rather than my inbox
When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.2 votes -
Interaction Details does not match Agent disposition dashboard data
The Interaction Details from the historical reports display the actual data for agent dispositions. However, when reviewing the Agent Disposition in the historical dashboard, there is a discrepancy: some agents' data appears correctly, while others do not. Despite agents claiming that they tag every call with the corresponding disposition, the two reports should provide consistent results.
2 votes -
Additional Customer Data In Web Chat Summary
Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.
2 votes -
2 votes
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API availability for SMS and Email outbound
Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.
Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.
Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.
2 votes -
Add Email template Tags for Customer Name, and notes to be automatically included in email templates
When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.
It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.
2 votes -
Add ability for Zendesk Widget To Search All Open Tickets
When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.
However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…
2 votes -
outbound dialer
When using RingCX Outbound dialer. The customer wanted to have an option to set the number of leads that will distribute to the user. Example 10 leads per user.
2 votes -
Visible/Vocal notification for commitments
We would like to have a pop-up notification or an audible notification for the agent when a commitment pops up on the Salesforce softphone.
Otherwise, if the agent is working somewhere else or has minimised their softphone, they miss the commitment, which is a bad customer experience.2 votes -
RingCX needs the ability to select which DID to use for outbound SMS.
The RingCX platform needs to support manually choosing which DID to use for outbound SMS. Right now, it only uses the primary DID associated with the RingEX user.
Use Case:
* The customer needs to use a Digital Number assigned to a RingEX user for an outbound SMS messages and not the Primary Numer (which is what it uses today)2 votes -
Engage Digital - Create WFM IEX feed to take into account time spent working in ED
We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.
2 votesPlanned ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
WFM APIs are available on RingCX for Voice. Digital WFM APIs are planned to be implemented
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Auto text leads in CRM from the same area code they are using
Auto text leads that enter our crm from the same area code they are using. It's local presence but for sms messages.
2 votes -
Analytics
I wanted to have an option to filter the skills/queue in analytics in RingCX.
2 votes -
Call Timers for Agents
When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).
2 votes -
Integration with DNA Fiserv Platform
Integration with https://www.fiserv.com/
2 votes -
Timeout codes for Web Services and WWW Nodes
When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.
2 votes -
2 votes
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