1521 results found
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Ability to flag and tag calls in real-time for review later
As a supervisor when monitoring a call the ability to tag the call for review. As an agent being able to flag a call for review later.
3 votes -
RingCX Post Call Survey Recording
We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.
3 votes -
Allow for Larger Agent Debug Files to be Requested
Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.
If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.
3 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…3 votes -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.
This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
3 votes -
Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
3 votes -
SMS Historical Reporting
Would like the the ability to see History of all texts sent and received from a specific dispatcher.
Today: you can pull by channel but not on an individual basis.3 votes -
RingCX Additional Call Events
In RingCX, create additional call events in which When a missed call occurs or When a callback is initiated or completed, the system will send automated emails to a specified recipient or distribution list based on these triggers.
3 votes -
Automated way to move a campaign from one dialgroup to another once all leads were completed
It would be better to have an automatic way to move a campaign from one dialgroup to another once all leads were completed so that it can make admin task much easier.
3 votes -
Date Time node in Workflow Studio should default to the same timezone as the account
When adding a new Date Time node in the Workflow Studio, the timezone defaults to Eastern Standard Time. This is unexpected.
Expected behavior would be for the Date Time node to use the same Timezone that is set in Account settings.
3 votes -
Caller ID Persistence for Requeued Calls
Display the name or extension of the requeueing agent in the receiving agent’s interface or call history.
3 votes -
Log Calls | RingCX For SalesForce
Ability to log calls into SF even if the call did not connect to agent/there's no answer. It doesn’t log an activity unless a disposition is chosen by the caller.
3 votes -
Select Agent Queues from Single Pane of Glass or SPOG
If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.
Need to be able to select which queues you are logging into when singing in via SPOG in EX.
3 votes -
Digital E-mail Address/Phone Number in Historical Reporting
Although you can create a report in Historical Analytics that returns all the Digital Interactions over a period of time, no identifying information is available that allows you to know what the interaction was.
For example, with voice calls, the report includes the customer's DDI of the phone call, allowing you to go and search for the voice call that the voice interaction is referring. However, this is not available for Digital messages like E-mail, Live Chat, and WhatsApp, even though that date is available to Ring Central.
It is therefore possible to retrieve a report of all the digital…
3 votes -
Manually assign queued emails
To be capable of manually assigning queued emails to agents.
3 votesWe're actively researching this feature. Can you please provide more detail of why this is so important?
What problems does this solve that a good routing system that was properly configured cannot?
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Callers routing to RingCX queues during off hours should not show as 'Inbound Abandoned'
It would be helpful to filter the report to show only the actual abandoned calls that occurred while the queues were open during business hours. The customer needs a quick and reliable way to see the percentage of abandoned calls that happen specifically when staff are available and actively working.
3 votes -
RCX Must Use CallerID Name Configured in REX
Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent
3 votes -
Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)
Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.
3 votes -
Add integration for the RingSense for RingCX icon within the RingCentral app interface
Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI. Acceptance Criteria: RingSense for RingCX icon is visible within the RingCentral app UI. Icon links to or opens RingSense for RingCX features. Placement is consistent with existing design standards. Available for users with appropriate permissions.
3 votes -
RingCX - Ability to see customers who left a callbacks in queue
Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.
It would be better if there is dashboard to see right away customers who left a callback
3 votes
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