43 results found
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VDI Plugin for MAC
Add VDI plugin for MAC users
23 votes -
RCX Co-Browse option to view other browser windows / tabs
Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality
11 votes -
RIngCX - Inbound CNAM for calls to CCRNs
Request the ability to query either an internal (RC DB) and/or external resource(Bandwidth or alternative) to obtain calling name (CNAM) for calls sent to a RCX CCRN via the PSTN to be displayed to the CC agent and/or available in reporting logs.
11 votes -
RCX - UX - customize buttons - fonts - position - icon
customers would like to add a new feature that allows them to customized icons, font, position, naming for buttons, for instance: answer/reject buttons
10 votes -
O@H Omnichannel Options
Having omni channel options would be very helpful for O@H customers.
7 votes -
need to create a report that shows all SMS activity by line
need to create a report that shows all SMS activity by line
7 votes -
Process RingCX Digital Emails by FIFO
Our customers want to make sure emails that are received by the platform first are delivered to agents to handle first.
6 votes -
Embed RCCC Agent into ED User Interface & combine the logic of the systems to present one common user interface
One common rejection for pitching ED alongside RCCC is that it provides two agent interfaces & therefore not one common UI for the agent.Given ED is web based & RCCC (NIC) has agent interface APIs, can we explore presenting the agent interface of RCCC into Engage Digital & then work further to see if the busy status can be married between the two platforms.Engage Omni is still a long way from being available in EMEA.
6 votes -
Seamless Click-to-Dial from CRM with Instant RingCX Dialing
Customer Expectation: When clicking a phone number in the CRM, RingCX should dial the number instantly without requiring any additional steps from the user.
Current Limitation: While RingCX supports click-to-dial, it requires the user to have an active RingCX Agent session open before the call can be placed. This adds an extra step and reduces dialing efficiency.
Requested Enhancement: Enable true one-click dialing from the CRM that initiates the call immediately through RingCX, regardless of whether the agent currently has an active RingCX session. This improvement would streamline outbound calling workflows, reduce friction, and increase agent productivity.
4 votes -
Launch Button via IVR Designer within Engage Voice
The ability to have a button for agents to click before a call is engaged to allow them to initiate an IVR script. For example, if an agent would like to change their recorded greeting that would be played automatically when an incoming call were to arrive.
4 votes -
Need option to schedule reports in RingCX Digital Analytics
Currently there is no option to schedule any reports under RingCX Digital Analytics.
Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.
3 votes -
Agent Schedules
Customer mentioned this is something Vonage has:While in supervisor console, we have the force logout feature. Looking to have the ability to set agent schedules to automatically log them out when their shift is over.
3 votes -
RingCX Click to Dial - Chrome Ext
Customer would like to be able to click to dial from RingCX within their contacts inside their CRM, Clio Grow. They do work in Clio Grow within their web browser, not an application. They want to accelerate time it takes to dial out, but cannot do any type of auto dialer / lead lists for legal reasons. In addition, most of the time these are calls for specific contacts aligned to agents, so it would not make sense to have to fetch leads.Having this feature would provide ease of use, and drive efficiency of agents.
3 votes -
Option on Admin UI to extend agents auto disposition timeout
Currently if you select the option auto disposition on time out within a disposition , you can only select one time frame for that option. What we need is an option for the admin to extend the disposition time out with a button on the admin ui .This would allow the admin to extend the time the agent has to input the correct disposition,
3 votes -
Engage Digital - New Email Message should route back to agent that started similar to reply
When a user creates a new email message on the platform within a channel by choosing "+ New Message" within the Inbox view if the client replies the system does not treat that as a reply and attempt to route the message back to the same agent that started it, instead it routes to anyone assigned to the category\skill. We would prefer it attempt to route back to the same agent that started the email interaction using the "interventiontarget"\"threadtarget" step of the routing strategy for the time period defined for that step, then move on to the "default_target"…
3 votesWill Not Implement ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This enhancement will be provided within RingCX
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Ability to download the Dashboard under the Digital Analytics in RingCX
Currently customers do not have the capability to download the Dashboard on RingCX Digital Analytics.
The customer is requesting to have the ability to download the Dashboard as .xlsx or .csv.
They are using this report to do forecasting so that they will know how many agents they need on a particular day.
2 votes -
Ability to block web chat in RingCX
The System Administrator should have the capability to block web chat and be able to determine the IP address of the sender.
2 votes -
Configurable RingCX Billing Time Zone
Currently, the Ring CX billing time zone feeds over to the Analytics portal, which can cause confusion if the customer wasn't actively engaged when setting the time zone for either billing or analytics. This further adds confusion when assessing data from the platform.
The Analytics time zone can be changed on request but the billing time zone has no way to be updated.
This request is to ensure that billing time zones can be configurable by the customer or upon request by the customer.
2 votes -
Add "New Messages" Folder to the Zendesk/RCX Widget UI for agents visibility
Agents are primarily utilizing the Zendesk RCX Widget to handle contacts. Currently this widget only provides the "My Inbox" view within UI. Would like to add "New Messages" Folder to the Zendesk UI, as by design SMS Messages that reach max routing time durations are sent to this folder. Since agents are using the Zendesk integration, they are unable to manage these contacts after they have been removed from routing mode unless through the RCX account. In order to streamline operations customer would like to remove the need to work out of both interfaces. Adding this functionality to the Zendesk…
2 votes -
RingCX Analytics Reporting
Allow adding multiple copies/columns of the same attribute on the report. ie Agent Script Field Name
2 votes
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