1521 results found
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Flexibility in Assigning and Managing Email Communications
Current Setup:
- No role-based restriction available for view-only access to digital queues
- Email Assignment via automatic routing or manual assignment by SupervisorsRequest:
- Viewing permissions and view email communications without being assigned or able to respond
- Visibility into email threads by all agents without compromising interaction ownership
- Auto-assignment by time-slot or agent shift3 votesWe currently have a very permissive system, where all agents can view and act on all channels.
Are you asking for the ability to simply leave the visibility, but remove the ability to engage (change ownership) or reply to the customers from the All messages mode for all channels?
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Schedule Operations (Proficiency Level Updates, Queue Assignments)
NICE CXOne has a Workforce Intelligence module that allows you to schedule various items including assigning or removing skills from an agent, setting agent proficiency levels, etc.
We would like this same functionality in RingCX. Use case:
We have queues set up for different geographical locations of the country. A small group of agents are assigned to each geographic queue. At the start and end of the business day, call volume into certain geographic queues drops off sharply, but we still need agent staffing in all queues. We then reassign agents, so they are part of all queues. Example: there…3 votes -
Set Default or Store Business Hour Override Settings
If a queue event is defined for an action like send the call to voicemail, and the destination is an email address, that value or information should be able to be referenced when creating a business hour override.
Use case: We have a queue event set with a DTMF tone to route the caller to voicemail. That queue event sends an email to a specific address. If we create a business hour override on that queue to close the queue, we typically send the queue to the same voicemail & email address as defined in the queue event. Today, this…
3 votes -
RCX | Exporting reports with OB caller ID
"manual outbound caller id" be added as a selectable field/filter in reports for RingCX.
3 votes -
Please modify current UI for transfers to allow for usage of only corporate directory.
Currently; the "Internal" transfer tab results would be utilized to transfer an RCX call to another RCX agent who is logged in to the platform. The "Corporate Directory" transfer tab results would be utilized to transfer an RCX call to a users REX ext.
The overall ask is to have there be a global directory that shows all results together, rather than have the separation of these results between multiple transfer tab types (Internal Transfer and Corporate Directory being two examples)
3 votes -
Show REX User Extension on internal RCX calls
Currently, REX CNAM settings can override the CNAM showing for REX users, which is typically intentional from a global level to do this; however, some customers have internal support queues that are meant to help users calling from REX to RCX, but the CNAM shows what's configured in REX.
The goal here would be for the system to recognize an internal caller and display their extension/user info instead of the REX CNAM input for the Main Site.
3 votes -
RingCX IVR option for Pre-Call Data Collection for Auto-Fill to Agent
A customer has requested the ability to configure a pre-call workflow that prompts callers to input key details such as:
Name
Address
Phone number
Email
Product type
Issue description
The goal is to collect this information before the call is connected to a representative, so that it can automatically populate the agent’s interface. This would reduce call handling time, improve agent preparedness, and enhance the overall customer experience.
Business Value:
Reduces time spent on data collection during live calls
Increases first-contact resolution likelihood
Improves accuracy and consistency of captured customer information
Enhances agent efficiency and customer satisfaction
Suggested Implementation:
Interactive…
3 votes -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
3 votes -
Feature that links DID and CX data in one report
Current Challenge: Currently, DID number analytics are available in the EX report, while CX analytics are shown in a separate CX report. This separation makes it difficult to identify participants in a DID call when reviewing the CX report.
To resolve this, is it possible to consolidate both datasets into a single report? Ideally, we should be able to pull both DID and CX analytics from one unified source or report, enabling a more comprehensive view of call activity and participant details.
3 votes -
Ability to move agents between voice queues in Real Time
As admins, we would like the ability to move RCX agents between voice queues in real time. This would be helpful in cases where an agent didn't log into the correct voice queue upon login configuration or if a particular voice queue starts to experience an unexpected spike in call volume.
3 votes -
RCX - Plantronics hub Compatibility with RCX
Ability to allow the use of the Plantronics hub through RCX.
Customers who are using the RingCentral Office phone via the RCX and the RC app is integrated with the Teams app should be able to use the Plantronics hub without an issue.
3 votes -
Allow realtime screen monitoring
Allow supervisors to monitor agent's screen
3 votes -
Ability to hear the disconnect message using integrated softphone if the user dials a disconnected number.
We request the creation of a Feature Request to explore options for aligning or offering configurable signaling behavior for RingCX outbound calls, including how the system handles calls to disconnected numbers. The goal is to more closely match the signaling behavior of standard RC outbound calls, enhancing consistency and reducing friction for customers utilizing both systems.
3 votes -
Multichannel Campaign Orchestration Module (WhatsApp, SMS, Email)
Description:
We request the development of a multichannel campaign orchestration module integrated with the RingCX agentless dialer. This module should allow the setup of automated notification strategies across digital channels such as WhatsApp, SMS, and Email, based on contact engagement and response status.Use Case (Voice + Digital):
A customer is contacted via an outbound voice call. If the call is not answered, a WhatsApp message is automatically sent. If there is still no response, a follow-up SMS or Email is delivered after a configurable time delay.Use Case (Digital-Only Campaigns):
Some campaigns may be designed to operate exclusively over…3 votes -
Lead Manager Automation
Ability to automate the lead manager from the Admin page OR have the historical reports be able to pull in all leads, regardless of if they were dialed. Currently the historical reports will only provide leads if they have at least 1 dial.
We want to provide our client with a file of all leads and lead data daily, without manually needing to download.
3 votes -
Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX
If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.
3 votes -
real time dashboard to show outbound calls
In the past I was able to create a widget on my real time dashboard that showed how many outbound calls an agent made. That option is no longer available and is needed for me to measure productivity in real time.
3 votes -
Retain Agent Data in Historical Reports After Removing Agent
Removing the agent also removes the data from Historical Reports. We would like to request an enhancement where the agent data is retained after deleting the agent from the account.
3 votes -
Make Phone Numbers Assigned to RingCX Voice Queues Searchable When Making or Transferring Calls
The customer requests that phone numbers assigned to RingCX voice queues be searchable by queue name in the corporate directory. This would allow agents to easily find and select the appropriate queue when making or transferring calls, instead of manually entering the number.
3 votes -
Display ANI Location (City and State) in RingCX Real-Time Dashboard
Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.
3 votes
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