1180 results found
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Jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX
Have a button for user to jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX
2 votes -
Option to choose the caller ID Name when making an outbound call using RingCX
The customer would like a solution wherein they have the option to choose the caller ID Name when making an outbound call using RingCX. As per default, the only caller ID that appears is the phone number which cannot be modified by a specific name.
2 votes -
The customer wanted to know if there is an option to enter a code before accessing the RingCX recorded link
The customer requested the ability to enter a code before accessing the RingCX recorded link, ensuring that all call recordings remain secure and are not accessible to unauthorized users.
2 votes -
Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
2 votes -
Allow Route Node in Workflow Studio to send call to another Workflow
The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.
2 votes -
Pass limits per 24 hours
Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)
Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key
Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing
Customers would like this feature as soon as possible, as it makes…
2 votes -
Improve Speed of Historical Reports
One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.
2 votes -
Add RC Agent Extension field to RCX Webhooks
Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.
2 votes -
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 votesI do not reproduce this behavior
- In "My messages" tab, I transfer to another queue
- Submit Disposition screen appears
- after Submitting, the interaction disappears from Agent view
Can you please describe in more detail?
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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 -
RingCX Analytics Report
The customer wanted to add widgets that show the Tola number of calls in the queue/ Total hold time using the RingCX Analytics Dashboard.
2 votes
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