1320 results found
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Ability to Share a Ring CX Live Dashboard to Remote Team
Add the ability for a CX supervisor to create a shareable, live, team dashboard for remote agents. Possibly the ability for them to view it in the Stats tab. Currently, you can only share a dashboard with another supervisor or use a pop out for in-person viewing on a separate screen/monitor. I would like the ability for my team to see each other and if their coworkers are on the queue, their status, call volume, etc. along with the queue info. We just started with Ring Central, and this issue is very important.
5 votes -
Ability to move agents between voice queues in Real Time
As admins, we would like the ability to move RCX agents between voice queues in real time. This would be helpful in cases where an agent didn't log into the correct voice queue upon login configuration or if a particular voice queue starts to experience an unexpected spike in call volume.
3 votes -
SLA % calculations - create inbound presented or remove outbound from calculations
Currently IB queue SLA% is calculated using the "Presented" metric -- "Presented" is calculated using both IB calls presented to an agent AND OB session/Agent Leg connection calls. -- This inherently skews SLA% as the OB session/Agent Leg connection calls are not true/real calls "presented" to the agent. The SLA% should calculate only IB calls; e.g. if a customer has a 30 second SLA set and 100 calls come into a queue (90 are answered prior to 30 seconds) their SLA% (adherence) would be 90%.
4 votes -
Wrap Time / After Contact Work
After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.
ACW status should…
136 votes -
Hold Feature Enhancement
Lack of clear hold indication creates compliance and customer experience risks.
Inability to confidently place a member on hold or manage multi-party communication interrupts workflow efficiency.Feature Request:
Add a clear visual indicator or status confirming when a member is on hold.
Enable a true multi-line experience, where agents can:
Put the member on hold.
Speak privately with a help desk or back office.
Resume the call with the original member after the side conversation.
Improve supervised transfer behavior to ensure the original caller is reliably placed on hold while internal consultations occur.
3 votes -
TO HAVE THE ABILITY TO TRANSFER CALLS USING DESK PHONES
IT WOULD BE HELPFUL TO HAVE THE ABILITY TO TRANSFER CALLS USING DESK PHONES
1 vote -
SPOG automatically log agent in RingCX on opening RC App
After logging into RC App in need to the go to the RingCX tab and start my RingCX session manually, then select an available status.
It would be helpful if logging into RC App would start the RingCX session automatically and place me in an available status right away.1 vote -
Able to customize the header of the columns | Custom Columns on the RingCX Analytics page
Wanted to be able to customize the names of the columns on the RingCX Analytics page. To be able to edit the names of the columns or allow the customers to be able to change the label of the columns on their RingCX analytics page
2 votes -
Workflow Studio - RouteTo Voice Queue sorting
In Workflow Studio, in Route Properties, when choosing the voice queue in the RouteTo dropdown selection, the list is not in alphabetical order, nor is there a search option.
Everywhere else within RingCX, there is an option to sort and/or lists are in alphabetical order. We have many voice queues. The lack of these options make if very difficult to find the voice queue that is needed.
1 vote -
Automatically set Queue Event Duration based on duration of single play audio file
When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.
5 votes -
Ability to increase hold music repeat time.
Ability to increase hold music repeat time.
2 votes -
Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
For RingCX Historical Dashboards, Tommy wants a KPI similar to Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
4 votes -
RingCX Agent list_The customer want to pull up lists of active agents using the RingCX platform.
The customer is looking for an option to pull up lists of active agents using the RingCX platform.
2 votes -
Analytics - Call recordings for Non-RingCX users
Please include call recordings in analytics - performance report for Non-RingCX users
5 votes -
Being able to change an agents status through the Real Time Dashboard
We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent
21 votes -
Allow realtime screen monitoring
Allow supervisors to monitor agent's screen
3 votes -
Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
17 votes -
product name
Customer wants to associate Phone NumbersDNIS to the Product Name attribute. Currently, Product Name is tied up to the Product Type: IVRs and Voice Queue only.
Historical Dashboard > Billing Period Account Usage > Usage Details
1 vote -
Call Queue overflow members to have option to update their status
Admins and members of an overflow call queue group should have the option to accept or not accept calls when routed to the overflow queue group
2 votes -
Ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
RingCX Callback feature_ Enable the ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
5 votes
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