63 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 -
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 -
Test Environment for Upcoming Service Updates
We would like to request a feature that allows us to use a test environment or a demo version for upcoming service updates.
1 vote -
RingCX Destination Ovverride Missing
Previously RingCx allowed “Destination Override” for agents in the Admin portal for CX. That is no longer located in the same place as previously. We have been informed by the Product team that this feature has been removed. We made critical use of this feature and would like it to be reinstated.
1 vote -
RingCX ADMX template for browser group policy
RingCentral implementation to give a RingCX ADMX template for browser group policy template which has the necessary allowed protocols in the browser for security lock
5 votes -
RingCX Agent(s) capability to disable recording when they are speaking to their Supervisor
Admin wants to have agents a capability to pause or disable a recording if they are speaking to their manager.
1 vote -
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 -
Ability to see the caller ID number in the queue using the RingCX Real time Analytics dashboard
Ability to see the caller ID number in the queue using the RingCX Real-time Analytics dashboard.
The customer wanted to see the actual number of the caller ID number in the queue.1 vote -
Sound notification when agent status changes to "working" due to network issues
Some agents might have to navigate through different windows while working on RingCX and without them knowing, the network can flutter or the internet speed can slow down causing the status to automatically change to "working", but since the notification only appears on screen and has no sound, it can be hard to realize until the agent opens the RingCX tab back and sees the status. It would be great to have a single sound alert when the status changes to "Working".
1 vote -
Team settings for RingCX both Voice and DIgital
The ability to have Teams settings for both Voice and Digital side of RingCX. Only Standalone of Engage Digital and Voice has this setting.
1 vote -
Bulk Change Errors
When making a bulk change in RCX, error messages pop up stating the change couldn't be completed. After testing and verifying the change is completed and this error only pops up if there is an inactive user associated with it, update the error message to be more specific to what isn't being completed.
1 vote -
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
All Super Admin access should be able to see, access, and reassign the role created by one of the Super Admin users using the RingCX Administrator portal.
2 votes -
International minutes bundle for CX
It would be helpful to have an international minutes bundle for RingCX.
5 votes -
Integration with Jack Henry Symitar
Goal is to be able to integrate with Jack Henry Symitar to help Financial Services customers better utilize RingCX.
2 votes -
RingCX Analytics Report
The customer wanted to add widgets that show the Tola number of calls in the queue/ Total hold time using the RingCX Analytics Dashboard.
3 votes -
RCV video link in RCX Customer Card
When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
This could either be in form of a summary or posting the link to the RCV recording.
Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.3 votes -
Retain Role In RingCX When Modiying Role In RingSense
Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.
Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.
1 vote -
Identity Tag Visibility
In RingCX digital interactions, it is easy to see the identity tag associated with a contact. However, with Voice. there is not visibility unless a user scrolls down through the contact card.
2 votes
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