1366 results found
-
Interaction Failed to Deliver - Due to misspelled email address
We have a scenario where a sent email interaction failed to deliver due to an incorrect email address. The agent received a call from the recipient. The recipient stated they did not receive the email. The agent then reviewed what was sent and noticed the triangle with an exclamation in it. Our question is, how do we alert agents of a delivery notification failure?
2 votes -
Engage voice application should disconnect the call when calling a number no longer in service or disconnected line.
When calling a disconnected number or number no longer in service using the Engage Voice application, the system tries to connect the call for 30 seconds before the system disconnects the call.
2 votes -
Ability to view agents assigned to a Category
It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.
2 votes -
Engage Digital - Agent Historical State View
We have had instances of our Operations managers asking why a pending email interaction has not routed to someone on the team during a certain period of time and them suspecting the tool is not working as intended. We have a way to view current agent state in the supervisor tool, but not a way to view the historical states of an agent to see if they were available during a specific time period (when they changed states from unavailable to available, how long they stayed in each state, etc.). The NICE inContact Contact Center does this in a very…
2 votes -
Engage Digital - Allow Customer Identity pane to be collapsed to increase screen real estate for email replies
The Customer Identity pane is always open taking up space within the interface, but not necessarily always needed by the agent. Feature request is to add a button to allow the agent to collapse that pane when not in use to expand screen real estate for the email reply composition window to be larger.
2 votes -
Engage Digital - Automatic Refresh toggle for Inbox view
Our agents experience a significant amount of collisions when working email interactions where multiple agents end up working on the same email interaction. When investigated this tends to happen due to the Inbox view mode becoming out of date relatively quickly, so while an interaction may have been routed to an agent via routing mode Inbox mode does not reflect that unless it is manually refreshed. The feature we would like to see added is an automatic refresh while on the Inbox mode page every 15-20 seconds or so to avoid that view becoming too out of date. This could…
2 votes -
Historical Reports for Callback Requests for the next day
Ability to have a Historical Reports for Callback Requests for the next day. The current reports only show callback requests already made
1 vote -
Real-Time Dashboard rules
Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.
If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection
Use Case :
• Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues1 vote -
Automated or bulk download capability for RingCX transcripts.
Automated or bulk download capability for RingCX transcripts.
The customer is requesting a bulk export feature for RingCX call transcripts.1 vote -
Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
In disposition this is not available now and only available in the auto dialer outbound calls.1 vote -
Option to remove "Escalate to video" button on Chat
There is currently no setting that can remove the option to "Escalate to video" for agents on chat. Please give us the option to toggle it on and off.
1 vote -
Provide AI Summary Webhook Endpoints for Digital Channels(Email, Chat, SMS)
Provide AI Summary endpoints or direct variables applicable for webhooks and API workflows for Digital Channels (Inbound and Outbound)
These endpoints should allow customers to programmatically retrieve AI-generated summaries in real time or near real time, independent of RCX Workflow-only implementations.
BenefitsDelivers on the originally communicated AI value proposition
Enables true omnichannel AI insights across voice and email
Supports deeper system integrations and automation use cases
Reduces dependency on workflow-only extraction methods
Improves customer satisfaction and trust in RingCX AI roadmapSupporting AI summary extraction across all major communication channels is critical to achieving feature parity, enabling scalable integrations,…
1 vote -
Native Call Park Capability in RingCX
While RCX has provided a workaround to simulate a call park–like experience, customers have found this approach to be inefficient, cumbersome, and misaligned with how agents are expected to manage active calls. The workaround adds unnecessary steps, increases handling time, and does not deliver the simplicity or flexibility of a true call park feature.
Current LimitationNo native Call Park functionality in RingCX
Agents must rely on non-standard or manual workarounds
Workarounds do not align with real-world call-handling practices
Reduced agent efficiency and increased call handling complexityRequested Enhancement
Add native Call Park support to RingCX, allowing agents to:Park…
1 vote -
Enable Automated Disposition Email Generation for Manual Outbound Calls
RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.
However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.
Current Limitation:
Automated disposition-triggered emails only work for inbound calls
Manual outbound calls do not generate emails, even when dispositions are applied
Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound callsRequested Enhancement
Enable automated email generation for manual outbound calls,…1 vote -
Add a function to to disable Agent Notes Field under Disposition Menu
the Agent Disposition Notes field is present in order to complete call disposition. With the ability for agents to now edit and update the Summary field, this requirement often results in duplicated information and increased after-call work.
We understand that the Agent Disposition Notes field is a core product design element and cannot currently be disabled at the account level. However, for many customers, the Summary field is sufficient—and preferred—for capturing call outcomes and context.
Requested enhancement:
Add an account-level configuration option that allows customers to disable the Agent Disposition Notes field, enabling teams to rely solely on the Summary…1 vote -
Enable Searching and Managing Contacts even without being on an Active call
Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.
Requested enhancement:
Provide a centralized Contacts view that allows agents to:Search and manage contacts at any time (not just during active calls)
View full contact cards outside of calls
Create, edit, and update contacts proactively1 vote -
Ability not to see who picked up the call queue call
Ability not to see who picked up the call queue call,
When member's picked up the call from call queues.1 vote -
Ability to have the option to manualy delete the upcoming video meeting.
Ability to manually delete an upcoming video meeting as an optional feature.
1 vote -
Increase or Customize Active Device Limit for RingCentral App
Summary:
Customer is encountering repeated login conflicts due to the active device limitation when using the RingCentral app across multiple platforms.Customer Use Case:
The user is a trainer who needs to access the RingCentral app simultaneously across multiple devices and platforms, including:- Desktop application
- Mobile device
- Microsoft Teams integration
Currently, even with only three active sessions, the user continues to receive the error:
“Account signed in on another device. Phone access lost on this device. Limit active devices and log in again to restore phone functionality.”This disrupts their ability to conduct training sessions, as phone functionality becomes unavailable.
…
1 vote -
Please add a hipaa disclaimer to a fax cover sheet
Please consider adding a HIPAA disclaimer message to a fax cover sheet. This would be very helpful for those of us that need to send PHI via fax.
1 vote
- Don't see your idea?