1264 results found
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RingCX Custom Role for Admins (Assign Queues)
Customer wants to have an option to select queues in Custom Role assigned to their Admins for reporting or Real-time Dashboard access and not all of the queues
2 votes -
Prioritized Internal Transferred Call Over External Calls When There Are Calls Waiting In Queue In RingCX
Customer wants to prioritize internal transferred calls over external calls when are there calls waiting in queue so that the calls from their internal agents can be answered immediately in RingCX platform.
2 votes -
Caller ID when transferring a call.
Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.
2 votes -
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow t
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow the same behavior as live calls. This would provide a more intuitive and consistent experience for customers.
2 votes -
Requeue in all messages
A capability to requeue all messages, rather than simply reassigning them to an agent, would be necessary.
2 votes -
Customize Transition Tones
We would like the ability to customize the Agent 'TRANSITION' state to an audio file from the audio library.
2 votes -
Agent State Changes while Engaged
We would like the ability to update agent state to 'break' 'lunch' or 'away' while engaged instead of just 'break' being the default and only option.
2 votes -
Email reply positioning
For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?
2 votes -
RingSense call URL to populate in RCX for later review
We would like to see a hyperlink that is associated to the agent RingSense call interaction with the customer in the customer conversations area. This would allow quick access for peers and supervisors who have this issue assigned or escalated to them for important context.
2 votes -
Agents should have the ability to choose between two lead lists and decide which one to load first from their RingCX.
Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.
2 votes -
Robust Wallboard Functionality
Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.
RingCX Wallboard is required to have the below features added:
Images (i.e. Brand Logo)
Scrolling / Static Text Boxes (Manual Announcements / Information updated)
Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)
Calculated Statistic Values (Example: Presented – Deflected)
Coloured/Alerting Boxes based on Statistics (Number or Text)
2 votes -
More specific end call results in RingCX
Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)
What does the feature do that RCX doesn't currently do?
Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.
What impact will this feature have on the customer's business?
Allows customers to have a better understanding of call results, which…
2 votes -
Dismiss "To start your agent session, connect to RingCX" on keypad
Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.
2 votes -
Full Access User Visibility to Real-time DNC Integration Field
In RingCX, allow Full Access Users to see the Real-Time DNC Integration field in Campaign settings.
Currently, only super admin views have access to this field.
2 votes -
Feature Request: Rules Engine for RingCX
Feature Name: Rules Engine for RingCX
Description: Customers using RingCX would like the ability to create and manage rules that automate actions based on specific conditions.
This includes features such as:
• Ignoring or categorizing content based on predefined criteria.
• Changing language settings automatically.
• Updating interaction priority dynamically.
• Distributing cases across categories using weighted percentages.
• Applying conditional logic to automate routing and content management.Use Case:
This feature would allow customers to enhance automation within RingCX by defining rules that streamline interaction handling, improve agent efficiency, and enhance response prioritization.
Currently, this is only available in…2 votes -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
2 votes -
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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