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83 results found

  1. 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.

    27 votes

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  2. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    25 votes

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  3. 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.

    6 votes

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  4. Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.

    Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.

    We recommend considering this feature for future updates to offer more flexible chat routing options.

    4 votes

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  5. 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

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  6. Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.

    Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation,…

    4 votes

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  7. 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

    6 votes

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  8. Once an agent is identified as available, the system sends a new email within approximately 2 seconds. We are exploring the possibility of adjusting this delay to 5 or 7 seconds.

    5 votes

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  9. Currently, when agents are in the Disposition state and enter disposition notes, the notes field does not expand once the content exceeds a single line. This limits visibility and makes it harder for agents to review or edit longer notes.

    Proposed Enhancement:
    Enable the Agent Notes field to automatically expand (or provide a manual resize option) when text exceeds one line, allowing agents to view and edit their full notes without excessive scrolling.

    Benefits:

    Improves note-taking efficiency

    Reduces errors from missed or overlooked information

    Enhances agent experience and productivity

    3 votes

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  10. Current Setup:
    - Only a single basic search bar and limited filter options are available
    - No status indicators (read/unread, responded/unresponded) at-a-glance
    - No quick summary or icons to show assignment or engagement status unless each message is clicked individually

    Request:
    - Easily search email content by name, order number, or keywords
    - Filter messages by response status (read/unread, new/engaged)
    - Allow shift-based filtering (e.g., emails received from midnight–10 AM)

    3 votes

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    Read/Unread by customer or agent?

    For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.


    For responded/unresponded: status_in: New or Replied


    please provide more details what and why is needed for searching, what objective it achieves.


  11. Current Setup:
    - A 12-month thread inclusion is set up, however, new threads are still generated upon recontact
    - Conversations are being stored in separate threads, creating a fragmented customer history

    Request:
    - True conversation threading based on customer email address or ticket ID
    - Ensure replies from customers within a set period are appended to the original thread regardless of closed status
    - Reopened conversations (e.g. customer replies after closure) should rejoin the original thread, not create a new one

    3 votes

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  12. Current Setup:
    - No role-based restriction available for view-only access to digital queues
    - Email Assignment via automatic routing or manual assignment by Supervisors

    Request:
    - Viewing permissions and view email communications without being assigned or able to respond
    - Visibility into email threads by all agents without compromising interaction ownership
    - Auto-assignment by time-slot or agent shift

    3 votes

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  13. Customer would like to have option to permanently disable wait announcement to their Ringcx

    1 vote

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  14. Ability to send SMS for missed call in RingCX

    4 votes

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  15. If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.

    Need to be able to select which queues you are logging into when singing in via SPOG in EX.

    3 votes

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  16. 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.

    0 votes

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  17. To add a Custom field in RC App where the Caller can add data or Information to each of the calls that the caller is making. this Custom field will be used for tagging the Call to a specific ticket or issue which will be helpful for tracking at a later point of time.

    0 votes

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  18. To be capable of manually assigning queued emails to agents.

    3 votes

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  19. customizing the RingCentral video to company logo instead of RingCentral logo

    1 vote

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  20. A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

    7 votes

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