1521 results found
-
Callback feature: add the ability for caller to record their name/message for support call back feature
When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?
17 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
16 votes -
Preserve Agents’ extension as Caller ID for Internal Calls
When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.
16 votes -
Extend RingCX Call History View to 30 Days
RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…
16 votes -
Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
16 votes -
RingCX voice recording
Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.
16 votes -
Allow adjustments to a Local Connect Bucket
Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…
16 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.15 votes -
Ability to Move or Reposition Admin Users in RingCX Admin
Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.
15 votes -
live agent state visibility for other agents in same queue
It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.15 votes -
Enhanced Requeue Controls: Add Clear Option to Return to Caller Without Completing Transfer
Request: Improve the agent user experience in RingCX by providing a clearer, more intuitive option to cancel a requeue and return to the original caller before the transfer completes. While the current system allows this via the "Hangup" button and selecting "Cancel transfer," this functionality is not obvious to agents and leads to confusion and call handling issues. A dedicated "Cancel Requeue" or "Return to Caller" button during the transfer process would reduce errors, improve efficiency, and ensure agents can confidently manage live interactions without unintentionally abandoning the member.
15 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
15 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.
15 votes -
Feature Request: Report on Transferred Call Destinations in RingCX
I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.
Use Case:
One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.Requested Feature:
Report Type: Call Transfer Destination Report
Details…15 votes -
Impersonated admin showing incorrectly in the audit trail
We need an update to the Audit Trail.
Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.
In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.
15 votes -
RingCX within India
RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.
15 votes -
Add Session timeout for RingCX user
For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.
Bare minimum would be a session timeout applied to all user on RingCX.
A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.15 votes -
Warm Transfer Improvement
Currently if a customer is on hold while the agent is performing a warm transfer, and the customer hangs up, it hangs up the call for all parties. If the customer is placed on hold, and the agent is announcing the call to the other department/party, if the customer hangs up, it should not hang up the entire call.
15 votes -
WhatsApp Outbound API
Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).
15 votesRingCX has an API that facilitates this
-
Enhance the Lead Load Report
I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?
15 votes
- Don't see your idea?