1509 results found
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Enhancement Request to show all extensions in the Corporate Directory
At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.
We would like to be able to see all extensions available to us in the corporate directory when transferring calls.
18 votes -
Netsuite Integration and AI Assist
The Netsuite Integration adapter does not allow the ability for Agent Assist. There is no place for you to expand the window to get AI generated suggestions from your knowledge. The only option you have for Agent Assist is to use the browser-based extension.
1 vote -
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number. For example, we want internal calls to be answered by queue staff between the hours of 7:00 am and 5:00 PM, but we don't want patient's to be able to reach staff through the direct dial number until 8:00 am. Currently, Ring Central doesn't support this feature, but we did have this capability with our previous carrier, Mitel.
1 vote -
Phone Book options
When CX users would like to call another queue, the queues should be listed as an option with the Corporate Directory. This was available in NiceInContact. Please see screenshot
1 vote -
RingCX for Salesforce
RingCX for Salesforce queue name visibility when call comes in
Requesting the source Queue to be visible when a call is received in Salesforce
We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
This is functionality that is available when using RingCX in the browser, but is not available in Salesforce. Since this is a part of the native functionality of RingCX, this should be a part of your Salesforce extension
1 vote -
Set Default Transfer Type
When an agent performs a transfer, they have to select their transfer directory, between Internal, Corporate Directory (from RingEX), Phonebook, or Destination (External). Destination comes up as the default option, but we do not utilize this. Almost all transfers are of the "Internal" transfer type, so the agents must select that transfer type from the dropdown, and then find the agent. We are requesting an account level setting where you can specify a default Transfer Type option, so it is automatically set for all agents.
5 votes -
Able to enter multiple dates and times in a single entry in the RingCX Workflow Studio.
We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
Is it possible to update the workflow to close on specific dates and times?
For example:
Monday: Closed
Tuesday: Delayed opening at 11:00 AM ET
Tuesday: Early closure at 4:00 PM ET
Wednesday: Delayed opening at 11:00 AM ET
Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a…1 vote -
RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded
Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.
7 votes -
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
2 votes -
1 vote
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Enable Requeue Cancelation or Recovery When Transfer Fails
Allow agents who requeue a call to reclaim it if the transfer fails or the call remains active.
7 votes -
Update Agent State in Real-Time Dashboard of Analytics
As a manager, I utilize the real-time dashboard in analytics to monitor my agents. I would like to be able to change the agent's state from this screen in analytics, rather than the supervisor tab within the contact center. Currently I have to log into the queue as a supervisor in order to change the state of an agent. When logging into the queue it skews the stats of how many agents are in the queue as I do not take calls.
6 votes -
RingCX digital report showing which page the customer initiated the digital chat from
Currently, when a customer initiates a digital chat from a website, there is no straightforward way within RingCX Digital analytics to identify the specific webpage URL they were on.
The use case has been generated by a customer that has circa 2-million digital interactions a month spread across multiple websites and multiple pages.
This lack of data creates a blind spot and the account cannot correlate chat volume with specific website and web pages. This hinders their ability to optimize their website, measure marketing campaign effectiveness, provide the most efficient customer support and more importantly they cannot provide reports to…
7 votes -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
13 votes -
RingCX Chat Channel_Option to transfer chat directly to the agent
RingCX Chat Channel_Option to transfer chat directly to the agent
The customer is requesting the following options: When they reply to an email initiated by an agent, the response should be routed directly back to that agent. Alternatively, they would like the ability to manually transfer the email to the agent who originally contacted them."4 votesPlease provide additional info and use cases.
- Automatic assignment to agent? (Last Agent Routing)
- Direct transfer by Supervisor or from another agent already working on the interaction?
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say contact name before dialing on auto dialer
Verbally say a lead's name before auto-dialing. Useful for reps that walk around and are not always looking at their screen.
1 vote -
Allow to Map Dispositions to the Call Outcome field in RingCX for Hubspot
We would like to be able to map dispositions to the call Outcome field in RingCX for Hubspot
1 vote -
have duration for agent state and select an agent state in advance after a call.
RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since
- the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
- cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.
To address this, it would…
8 votes -
Agent States Transition
Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.
12 votes -
"My caller ID" dropdown should be searchable
"My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.
My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.
Thanks!
22 votes
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