76 results found
-
Spam detection for chats
Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.
28 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.
15 votes -
receive 2 calls
Customer is looking for an option to receive multiple calls at the same time in the RingCX platform
13 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.
-
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.12 votes -
Unable to fast forward or rewind while listening to call recordings
Ability to fast forward or rewind while listening to call recordings in RingCX
11 votes -
Salesforce embedded Agent to have "All messages" for agents to view old/closed messages
Salesforce embedded Agent to have "All messages" for agents to view old/closed messages
If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time
10 votes -
RCX - ability to disconnect the 3rd party when using transfer or requeue
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me
the main request here is to let the initial party disconnect the 3rd party…
10 votes -
Pulse for RingCX & RingSense for RingCX "Word Alert"
Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available
10 votes -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
9 votes -
Call Waiting notification
If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.
The agent should have the ability to put the first call on hold and then answer the second call.
8 votes -
Able to search leads globally and not just in the campaigns under the dial group im working
At the moment, agents can search leads without issue.
However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.
It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.
8 votes -
AI-based automated translation tool in RingCX digital channels
Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.
8 votes -
When logging out of RCX or refreshing: digital tasks are immediately sent back to the queue.
When logging out of RCX or refreshing: mails in task mode assigned to an agent move to the Inbox instead of being kept on the task mode. the idea is to "keep" digital tasks assigned for a certain time with the same agent even if he refreshes the browser or disconnect from RingCX.
7 votes -
Prioritization of the Chat and Mail channels
Currently on digital channels (Chat and Mail) we have no possibility to prioritize them
This has a strong impact on our service level respects, as digital channels are not prioritized at the SLA level, whereas currently, with no possibility to set priorities on these channels, a chat can be prioritized on a call and therefore degrade our ability to pick up in time.
prioritizing calls will improve our SLA’s7 votesIs the question about prioritizing chat vs email? or digital channels vs voice calls? please describe in detail
-
SMS for missed calls
Ability to send SMS for missed call in RingCX
6 votes -
Clarify Error Message for Unsupported Transfers from RingCX to RingEX Extensions
Currently, when agents using RingCX attempt to transfer a call to a RingEX extension via the corporate directory, the system presents a misleading "congestion" error. This message suggests a network or capacity issue when the true cause is that transfers to RingEX extensions are not supported in RingCX.
This leads to agent confusion, unnecessary troubleshooting, and increased support tickets. We request a clearer, more accurate system message such as "Unsupported transfer destination" or "Transfers to RingEX extensions are not currently supported" to replace the generic "congestion" message in these cases.
6 votes -
RingCX agents able to see the total duration of their agent states for the day
We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.
6 votes -
Transferring RingCX call via User Ext. Deskphone
The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.
6 votes -
Setting to enable dashboards/embed in agents view
Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.
6 votes -
Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC
RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.
6 votes
- Don't see your idea?