1443 results found
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An email address book in CX
It would be really useful to have an address book in CX to store email address. Our agents frequently forward on emails so without this, it slows them down.
4 votes -
Better visibility in reporting for when a customer disconnects from the chat interaction
Currently when a customer leaves a chat, the agent still has to end the chat and disposition. This inhibits the ability to provide client reporting or evidence this is not work avoidance behavior.
2 votes -
ability to transfer agent assignment in RingCx
Customers / admins should have the ability to reassign agent group assignment in RingCx. This would be more helpful since not all company have stable agents. Some are multi trained and being moved to different groups.
1 vote -
RingCX: Configure Custom Administrative Role for Granular Recording Access
The customer requires a custom administrative role within RingCX. This role should allow administrators to generate and view reports while strictly restricting access to call recordings. The objective is to assign this limited-access role to specific administrators to maintain privacy compliance without hindering reporting capabilities.
1 vote -
1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…9 votes -
Feature Request: Ability to Import data from another providers data after porting the phone number
Description:
currently there is no option to import data like Call history, SMS logs and other information from another providers database to RingCentral so that it can easily store the original data and keep it in the new SystemRequest: to have the ability to import the data that the phone number had with the original provider
Proposed Solution Features:
Add Import Call Log data or SMS History
Benefits:
It can allow easy access to the old data for the recently ported number and can be easily retrieved for use in reporting and tracking1 vote -
Integrate Salesforce within the RC App
The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.
SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.
20 votes -
Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date
When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.
If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.
Hence, the agent and queue details should be cleared off after the date they are deleted from the portal
12 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 -
RingCX Default as outbound caller ID
It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.
3 votes -
Allow extension dialing within RingCX SPOG
Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"
When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.
What we want is the ability to dial a RingEX extension…
3 votes -
MMS
Enable RingCX users to send or receive MMS messages directly within the platform.
4 votes -
Interaction Search
Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.
4 votes -
Separate voicemail box per user on multi site
Customer wants to have an option per user to have a separate voicemail box per site they're part of to easily check where the voicemail comes from.
1 vote -
Single Pane of Glass | Both EX and RCX call logs should appear on the same page
Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page
2 votes -
Ringcx voicemail Email notification includes transcript of the voicemail
Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.
This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.
33 votesInteractions coming through the Queue voicemail channel provide transcripts now
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Drop Down Global Phonebook for Transfers when using the Desktop Ap
If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?
4 votesThank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.
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Agent Team Filtering
There used to be a filter under the Agent/User tab in CX that would show us all users assigned to a specific Team, can we get that feature back?
1 vote -
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer is requesting a way to bypass the 'Agent Leg' requirement when initiating outbound calls within the RingCX application.1 vote -
Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the…
1 vote
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