1178 results found
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Real-Time Call Recording Availability for Compliance
Currently, call recordings can be delayed by up to 1.5 hours, which hinders urgent compliance verification and exceeds business requirements.
This feature request proposes improving the recording system to ensure real-time or near-real-time availability of call recordings, allowing:
Immediate access for compliance or quality checks.
Faster resolution of disputes or customer issues.
Reliable tracking and auditing of calls in alignment with business needs.The goal is to enhance operational efficiency, compliance readiness, and overall reporting accuracy.
12 votes -
Google Chat as inbound channel for help desk use case
We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view12 votesThis is not a common channel in CCaaS space, we'll need to gather interest on this
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Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
12 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.
12 votes -
Inbound Queue Callback - option to record caller's name
Add the ability to have the caller requesting a callback record their name.
This is needed for customers that may not have a direct phone number, and only a main company phone number.
Issue:
When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…12 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.12 votes -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
12 votes -
Custom callback prompts
We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.
12 votes -
Add Voicemail Transcription for Contact Center
Currently there is no voicemail transcription offered in RingCX like we are provided with RingEX. This would be a massive time saver for high volume Contact Centers.
12 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…12 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.
12 votes -
AI/NLU for Voice Bots (IVR)
AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.
12 votes -
Phone Books to allow import of contacts
It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.
12 votes -
Admin State Change
Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.
12 votes -
Replace busy signal from carriers with announcement(s)
Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
12 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.
11 votes -
Manually assign call back request to agents
Manager would like the option to assign out callback to agents and then have agents pick up those calls once available
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
11 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.
11 votes -
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
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