1180 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 -
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 votesThe idea is to distribute the interaction to an agent to provide a timely reply to the customer.
What would be the usecase of pinging several agents? How would they decide who takes it? wouldn't that distract agents from working on their own interactions?
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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 -
Voice recognition should also cater to people with strong accents.
Voice recognition should also cater to people with strong accents.
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 -
Show how many agents available in the transfer skill while looking them up in the transfer phone book
Is there any possible way to make it show how many agents available in the transfer skill while looking them up in the transfer phone book
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 -
QUEUE WAITING TIMES
When I am transferring a customer to another queue, it should show me the waiting time on that line. I am then giving the best advise to the customer they then have a choice if they want to wait or call back later at a not so busy time
2 votes -
Automatic Call Termination During Network Issues
To ensure a seamless user experience, it is essential for the system to automatically terminate calls when a network issue is detected.
Currently, when one party encounters a network issue, the call remains active but turns into dead air, leaving the other party unsure if the connection is still live. This can lead to confusion and disrupt communication.
To address this, the system should be designed to immediately terminate the call for both parties as soon as a network issue is identified. This enhancement will improve clarity and avoid unnecessary speculation about the call's status.
2 votes -
Enhance reporting on system generated states
In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…
2 votes -
Allow for ability to add role restrictions to supervisor tool.
Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call.
Customers would like to have the ability to restrict the supervisor functions to Monitor calls only.
2 votes
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