1659 results found
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Log all calls even if Agent is offline in RingCentral Voice for Salesforce
Log all calls even if the agent is offline in RingCentral Voice for Salesforce.
2 votes -
ajouter un filtre permettant d'exclure de la visibilité des superviseurs certains échanges
Objectif métier :
Améliorer la pertinence des tableaux de supervision en masquant les conversations n’ayant reçu aucune réponse utilisateur. Cela permet d’éviter que les superviseurs soient exposés à des tâches non traitées ou non traitables, qui n’apportent pas de valeur au suivi opérationnel.Résultat attendu :
Exclure les échanges dont userrepliescount = 0.
Afficher uniquement les conversations ayant fait l’objet d’au moins une réponse utilisateur.
Réduire le bruit dans les tableaux de bord.
Faciliter le suivi des activités réellement engagées et améliorer l’efficacité de la supervision opérationnelle.1 vote -
Lower Ringtime on campaigns to 15 seconds
Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds
Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
Reduce the number of calls answered by voicemail.
Improve Answering Machine Detection (AMD) performance.
Reduce unnecessary machine-to-agent transfers.
Improve agent productivity and customer experience.
Reduce overall dialing latency while remaining compliant with applicable regulations.2 votes -
RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status
Feature Enhancement Request – RingCX
Title: Audible Notification for Agent Pending Disposition (Pend-Disp) StatusRequest Summary:
Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.Current Behavior:
In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication…
3 votes -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
3 votes -
Deleting a phone book entry should delete them automatically for all queues
At the moment, deleting an entry in the phone book page doesn't delete it from the voice queues. We are requesting that this functionality be updated. Deleting a phone book entry should delete it from all queues.
1 vote -
callback feature only when calls are waiting or wait time reaches a set threshold
Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)
5 votes -
Import RingEX IVRs to RingCX
- Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.
This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.
Problem Statement
"Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both…
3 votes -
Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard
Issue :
The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.What is the Proposed Solution?
We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
Dialer Not Clicked: The agent is logged in…3 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX
RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.
As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.
Requested Features:
- Forecast call and digital channel volume using historical RingCX data
- Interval-based forecasting (e.g. 15 or 30 minutes)
- Staffing recommendations based on SLA targets (for hour/day/week/month)
-…8 votes -
Admins to be able to delete call recordings within RingCX
Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.
28 votes -
Copy Existing Agent Roles to new roles
Need to be able to copy an existing agent role when creating a new role. This would save a bunch of time if an existing role has "most" of what you want for a new role.
6 votes -
Geo IP Access Control for RingCX
Geo IP Access Control for RingCX
The customer wanted to know the list of GEO IP access for the Ring RingCX platform.1 vote -
Option to disable Call Recording for internal interactions
• It would be great if we can have the option to disable Call Recordings for internal interaction/calls
•This would help with the account's recording threshold
• Currently, Call Recordings settings is limited to :
-Recording on Transfer
-Agent segment recording17 votes -
Track and report on agents' geo-location
For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX
4 votes -
Restore Historical Dashboard Report Scheduling
Product:
RingCX – Historical Dashboard / AnalyticsRequest:
Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.Current Behavior:
The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.Expected Behavior:
Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.Suggested Scheduling Options:
Daily
Weekly
Monthly
Selected days of the week
Configurable time and timezone
Recipient email addresses…1 vote -
Allow multiple dispositions per interaction
The customer would like to know if more than one agent disposition can be recorded against a single voice interaction. Based on RingCentral's own support documentation, our understanding is that RingCX currently supports exactly one agent disposition per interaction, entered via the RingCX agent interface (standalone or embedded in the RingCentral app). We'd like to confirm two things:
Is it currently possible — natively, or via any supported configuration — to record more than one agent disposition on the same voice interaction? If not, is multi-disposition support on the public roadmap?
If multiple dispositions per interaction isn't supported, what does…
1 vote -
change button shape and placement
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.
24 votes -
RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
45 votes
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