1178 results found
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When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.
26 votesThis issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.
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AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.
Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…
26 votes -
RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)
When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.
We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.
Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…
25 votes -
ringcx analytics restrict
Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.
This is an issue as Admins should not be able to see other departments data via report.
25 votes -
Mobile app as endpoint of RingCX
When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.
Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.
25 votes -
Give possibility to calculate the SLA on FB Messenger over all responses, not only the on the first response.
I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?
25 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
24 votes -
RingCX -- Ability to default "Stay On Call" either on or off
We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.
24 votes -
Include Name & Number in Caller ID
Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.
24 votes -
Automatic hold for warm transfers using integrated phone
Many customers would like to have a warm transferred call automatically put the far end on hold. This functionality is available within agent scripting. However, some customers use the RingEX extension integration which would require the agent scripting to use webservices. This change would give customers the ability to choose how they would like to handle warm transfers on a queue/campaign level and would alleviate the lift required to mimic this functionality.
24 votes -
calls whatsapp using Cloud API
Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
https://developers.facebook.com/docs/whatsapp/cloud-api/calling
This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
It is a highly requested feature, due to the public availability on WhatsApp.
It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
it will allow to send messages directly to a customer while on call. (in this case, template are not required)
user initiated calls to business are free and there is a cost for business initiated. The…23 votes -
change button shape and placement
Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.
It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.
Please see case 28193631 for further information along with a video.
23 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
23 votes -
Enable Call Controls in RCX Agent UI when dialing Mobile Numbers
When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.
23 votes -
Proactive XS/ auto leads upload for RingCX
RingCX to pull leads from customer CRM.Trigger Studio scripts to automatically pull contact information from CRM.Studio scripts check the contacts back in to the CRM with the interactions and interaction attempts recorded.7 Edge https://rc.my.salesforce.com/0062H00001G9gla BF NYC, LLC https://rc.lightning.force.com/lightning/r/Opportunity/0062H00001GSKl9QAH/viewKIWISAT USA https://rc.my.salesforce.com/0062H00001GQaiR Luxury Cruise Connections https://rc.my.salesforce.com/0062H00001GJxf5 https://rc.lightning.force.com/lightning/r/Opportunity/0062H00001GH51CQAT/viewMountain Treatment Center - https://rc.lightning.force.com/lightning/r/Opportunity/0062H00001G2AARQA3/viewAll accounts that requires dialer only that are applicable under Engage Voice/ RingCX
23 votes -
Dashboard view modification
Please add an option to hide the extra part at the bottom for the real-time dashboard.
22 votes -
Create Security Groups for restricting and granting access to phone numbers / Caller IDs
Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…
22 votes -
Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types
We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.
By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.
21 votes -
Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps
when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...
21 votes -
OFCOM compliant Proactive and Predictive Dialler
UK Outbound Dialler Requirements for Proactive and Predictive calling
When making proactive and predictive calls UK customers need to comply to OFCOM regulations.
21 votes
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