1447 results found
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RingCX Billing and Inventory & Usage Portal
There are some confusion regarding the details of licenses available between RingCX and RingEX (Admin Portal). This request proposes the addition of a dedicated Billing and Inventory & Usage section within the RingCX platform to provide clear and separate visibility of RingCX licenses, packages, and usage details.
1 vote -
providing video of screen while on a call
providing video of screen while on a call
1 vote -
RingCX: Add Call Log and Report to Quick Access on Home Page
Currently, the RingCX home page has a "Quick Access" section. We would like to request the addition of two new, configurable links to this section: "Call Log" and "Reports."
Having these links readily available on the home page would save time and clicks for our agents and administrators, allowing them to quickly access key information and analytics without navigating through multiple menus. This feature would significantly improve the user experience and overall efficiency when using RingCX.
1 vote -
Historic Dashboard Widget calculations
Allow results of time based activities to be displayed within the widgets as cumulative hours instead of converting times over 24 hours to 1d. As an example, Agent Login Hours and/ or Available State Time will currently display in H:M, until H = more than 24. Then it displays as 1d xxh. Allow the result to remain in HH:MM instead of changing it to Day:Hour
1 vote -
View Waiting Contact Info In Embedded Agent
The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.
1 vote -
Unavailable Code Logout Timer
NICE CXone has a "Agent Timeout" setting on each unavailable code. Please add the functionality to toggle on an "Agent Timeout" for each unavailable code. When enabled, and the agent reaches the value set for the timeout, the agent would be logged out of the RingCX system. This is useful for agents that put themselves into an unavailable code like Lunch, without realizing they are taking the rest of the day off. For example, most employees take a one hour lunch break. The "Agent Timeout" for the Lunch available could would be set to 120 minutes (two hours). The agent…
1 vote -
Populate Name in RingCX On Outbound Call
When using the RingCX embedded agent in ServiceNow, and a outbound call is placed with click to dial, the "Name" is not populated in the RingCX agent like it is on an incoming phone call. This would provide a more consistent user experience on inbound and outbound phone calls in the RingCX agent. Additionally, it would assist in finding other open cases that that contact has right within the RingCX agent, so the user does not have to navigate back to ServiceNow to look at the contact's other open cases.
1 vote -
Agent State
Make Agent States by Agent and not a global setting.
1 vote -
Add manual dialing for referred customers
When some potential customers mention that they know someone who is looking for or needing our services and want to give us their number, or when they indicate that their spouse is the one we need to speak to and volunteers their number - it would be ideal and a great aid if we were actually able to use that information to take advantage of the presented opportunity and cease the moment and get referred customers.
1 vote -
Option to Sort Old Messages/interactions at the Top
the client would like a feature to be added that allows users to sort message threads so that older interactions can appear at the top of the inbox in "All messages". This would be particularly helpful for:
-Quickly revisiting important past conversations without scrolling or searching.
-Managing long-term projects where older threads remain relevant.
1 vote -
Modify RingCx Integrated Cloud Destination / External Contact Center
Ability to access Cloud Destination outside RingCX to modify or configure
1 vote -
Assigning the email interaction to a group instead of manually selecting agents.
Ability to assign the email interaction to a group instead of manually selecting agents. Right now, we can only assign email interaction manually to an agent, but there is no option to create a group to assign the email interaction instead.
1 vote -
Multiple integration webservice endpoints per event for a queue
Currently for a voice queue in the integration section, you can only have one web service endpoint selected for an event like De-Queue Webservice, Agent Connect Webservice and Agent Termination Webservice. It would be nice to be able to send those events to two different environments - production and staging endpoints for testing.
1 vote -
Dialer Reporting - Add a column for Disposition
Customer preference would be is to see dispositions to see how many qualified dispositions there were per agent. Can we have a column just for disposition? And the second thing is, can we do it just for one specific disposition?
E.g. from customer:
Because a qualified disposition is what we call a lead, a qualified lead. Josh Davis, he handled 175 calls. He was on the phone for X amount of time, and he got three leads. Now we have to do a calculation on the seconds and customer don't know how many leads he got except for what he…
1 vote -
(Dialer Reporting) Avg Talk Time, Customer Talk Time and Avg Agent Handle Time to show in Minutes instead of just Seconds
Maybe in a feature request, it may be in a further upgrade or software change.
Instead of doing the calculation each time, if an option to make it Minutes (Avg. Talk Time, Customer Talk Time, Avg. Handle Time) instead of seconds, it would be very helpful.
The whole point of seeing a report is you look at the report right away and right away you interpret it. Not having to do a calculation to figure it out. Especially when you do it in comparison to other people/agents.
1 vote -
Recover Deleted RingCX Account
User accidentally deleted the user account and it would be better to have an option to retrieve/recover it so they won't be able to re-create it from scratch
1 vote -
Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard
The customer requested a Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard.
1 vote -
RCX - Use Multiple Campaigns
Looking for a way or option to use multiple campaigns upon log in to the RCX Agent platform. This will help user to maximize the use of their campaigns if they are assigned to multiple campaigns.
1 vote -
Recording Deliveries
Currently, RingCX allows Recording Deliveries to be an SFTP Server or Amazon S3. I would like to see recording delivery to be a bit more robust (external hard drive, Microsoft OneDrive, etc..).
1 vote -
Custom Greetings library
It would be of great value to have the ability to record and store several or a couple of custom greetings for individual lines. Currently, you can only have 1. There is a library for the contact center prompt greetings.
1 vote
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