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  1. RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

    Key Points:
    1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

    1. Presence Integration: Leverage the user presence feature to reflect an…

    253 votes

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  2. Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.

    It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.

    Please see case 28193631 for further information along with a video.

    22 votes

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  3. We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

    By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

    21 votes

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  4. The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.

    This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator

    While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…

    23 votes

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    Planned  ·  1 comment  ·  Admin experience  ·  Admin →
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  5. SPOG Application: The option to manually accept callback request calls when they are routed to the agent.

    10 votes

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  6. Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

    I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

    This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…

    22 votes

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  7. In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".

    10 votes

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    Planned  ·  2 comments  ·  Other  ·  Admin →
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  8. This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

    110 votes

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  9. Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time

    5 votes

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  10. Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    61 votes

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  11. Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

    48 votes

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    Planned  ·  2 comments  ·  Other  ·  Admin →
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  12. WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    39 votes

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    Planned  ·  4 comments  ·  Other  ·  Admin →
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  13. We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well

    4 votes

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  14. Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    39 votes

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    Planned  ·  Michelle responded

    This will be addressed as a part of the Single Pane of Glass initiative.

  15. When agents add information unto the contact card, automatically save those details after the call ends instead of relying on agent to hit "save" button

    1 vote

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  16. It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    54 votes

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  17. Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    9 votes

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    Planned  ·  1 comment  ·  Other  ·  Admin →
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  18. RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.

    Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.

    19 votes

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  19. The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.

    • When a call goes to voicemail, it doesn't show up on the analytics report.

    • When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and…

    5 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  20. Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    40 votes

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