1082 results found
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Identity Information in Reporting/Analytics
The ability to report on Identities.
It seems like a gross oversight that there is no way to report on Identities linked to interactions.
When an interaction is in progress, the interaction is linked to a Identity, meaning that the system is actively linking an interaction to an identity.
However, within the reporting/Analytics, there doesn't seem to be a way to reporting on the amount of interactions, whether Digital or Voice, each identity has started.
For example, we would like to know the top 10 identities that are interacting with us.
For example, we would like to know how many…1 vote -
Ring CX agents Simultaneous in a que
Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.
1 vote -
WFM for Ring CX
I currently see no way to monitor my team's schedule adherence in Ring CX. This is a very important feature. Please make it available for Ring CX.
1 vote -
RingCX SFDC Embedded Agent -doesn't auto remember the previous call and not showing a match
Issue: When a customer calls in and their phone number is associated with multiple Salesforce accounts, the system does not automatically recall the account from the previous interaction. As a result, it fails to show a match or defaults to presenting multiple matches.
Expected Fix:
The system should automatically associate the incoming call with the same account that was used in the most recent interaction. For example, if the last call was matched to Account 1, the system should prioritize and automatically match the incoming call to Account 1 instead of prompting for selection among all associated accounts.
1 vote -
RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
1 vote -
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
- THe reason is sometimes agents forgot to put the disposition after the call
1 vote -
Ability to transfer to a RingEX extension in RingCX Single Pane of Glass
We would like to have the ability to transfer to a RingEX extension from RingCX SPOG
1 vote -
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
1 vote -
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.
1 vote -
Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.
When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.
It be nice to have the ability to set a greeting for this one.
1 vote -
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
1 vote -
RingCX Agent able to do a consultation to another RingCX Queue without active call
Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.
1 vote -
RingCX downloaded reports included data
Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.
1 vote -
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
1 vote -
RingCX Active Window
This design enables agents to respond to calls swiftly and efficiently, significantly improving their call management capabilities while minimizing distractions from other applications or notifications. By streamlining this process, agents can focus on providing exceptional service without the risk of overlooking important communications.
1 vote -
RCX Ring Group option
The ring group option allows incoming calls to be directed to a team of agents, ensuring that they are answered by the agent who has been idle the longest. This method optimizes call handling efficiency by prioritizing agents who have been available the longest without taking a call.
1 vote -
Requeue alert/prompt message
If there is an option for an alert or prompt message with every requeue session the agent performs, it should include a stop or cancel option instead of allowing the agent to click requeue repeatedly.
1 vote -
I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search functi
I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search function only supports exact matches, which can limit efficiency and usability when locating contacts, conversations, or other relevant data.
To enhance the user experience and improve productivity, it would be extremely helpful if the search feature could support:
• Partial name searches (e.g., searching for “Johns” would return “Johnston” or “Johnson”)
• Partial number searches (e.g., searching for an area code if whole number is not known, currently number searches must be complete AND have the 1 in front)…1 vote -
busy
We have custom workflows for calls which are not answered. It would be good to allow calls to follow down the same route when BUSY on another call or on a TEAMS call. It makes no sense not to allow this when customer workflows are being used.
1 vote -
Viewing Agent Email Responses in RingCX
At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.
Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:
A searchable log of outbound email replies
The ability to view the…
1 vote
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