1096 results found
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Removing "change the status of an agent" without their consent
Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
Delete the "Update agent status" line.
On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".11 votes -
Persistent Login for RingCX Salesforce Agent
Feature Request: Persistent Login for RingCX Salesforce Agent
Description:
The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.Current Behavior:
Users must log in again after navigating to a different tab or application.
This causes delays and frustration.
Proposed Enhancement:Maintain login sessions while users switch tabs or applications.
Keep authentication valid for the duration of the Salesforce session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.11 votes -
Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…11 votes -
Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S
When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).
11 votes -
Voicemail Notification Emails for Voice Queues with Text Transcripts
Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.
11 votes -
Synchronization of External Shared Contacts between RingEX and RingCX Directories
Feature Request: Synchronization of External Shared Contacts between RingEX and RingCX Directories
Request Overview: The customer requests the ability for external shared contacts that appear in the RingEX company directory to also be visible in the RingCX directory.
Current Behavior: Currently, external shared contacts added to the RingEX company directory do not automatically appear in the RingCX directory. This lack of synchronization requires users to manually add or manage contacts across both platforms, resulting in duplication of efforts and potential discrepancies between directories.
Requested Enhancement: Enable automatic synchronization of external shared contacts between the RingEX company directory and the RingCX…
11 votes -
receive 2 calls
Customer is looking for an option to receive multiple calls at the same time in the RingCX platform
11 votesThank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?
For instance:
- Are you looking for agents to handle multiple calls simultaneously?
- If so, could you elaborate on why this is needed and how it aligns with your workflow?
- Are there particular use cases or challenges you’re trying to address with this feature?
Your input will help us gain clarity and ensure that we can address your requirements effectively.
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Chat Inactivity Timeout Settings
The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).
11 votes -
RingCX Custom call routing on IVR for a specific date
This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.
This is a similar feature to custom rules in RingEX platform.
11 votes -
Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date
When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.
If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.
Hence, the agent and queue details should be cleared off after the date they are deleted from the portal
10 votes -
Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "
When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.
In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.
If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…
10 votes -
Make the Knowledge Base for Agent Assist available on demand
Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.
10 votes -
RingCX Voice Queue Call Distribution
The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.
10 votes -
Add Ringtones when Requeuing in SPOG/RCX for RC App
In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".
10 votes -
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
10 votes -
Agent States Transition
Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.
10 votes -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
10 votes -
Ability to disable File Upload Feature in RingCX Digital Chat
Requesting an option or ability to disable the file upload feature in RingCX Digital Chat, as it poses significant security risks such as malware, spyware, and numerous other threats.
10 votes -
Analytics access for Supervisor
Analytics Access for Supervisors: Supervisors should be granted specific Analytics access, allowing them to view all relevant data. This can be set as an Analytics Supervisor role, providing them with the necessary permissions while maintaining restrictions on other settings.
Managing Assigned Users or Teams: Supervisors should have the ability to manage only their assigned users or teams, ensuring they have control over their direct reports.
Restricting Access to Other Settings: Supervisors should not have access to other settings that are restricted to Admin roles. This will ensure that they can perform their duties without compromising sensitive configurations.
Limiting Visibility to…
10 votes -
Hold time
When you place a client on hold we need an option to see the time that we have on hold.
10 votes
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