1082 results found
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Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio
Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.
Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.
17 votes -
Stop RingCX from logging out
Set a way to stop RIngCX from logging out when away from computer
2 votes -
Adding the "manual dials" metric on the custom dashboards On RCX Analytics Live Dashboards
We need to add the "manual dials" metric on the custom dashboards on RCX Analytics Live Dashboards.
Here is the scenario:
1- On RCX Analytics portal, going to Live dashboard and adding a custom widget.
2- Select "Agent" on "Product" tabs
3- We need to be able to select "Manual dials" field on the "Data" tab.
2 votes -
Callback Queue Languages
The callback queue recording is only available in English. This should be available in multiple languages to account for various language requirements. We have a need for a French version in RingCX.
8 votes -
Native Integrated Virtual Agent (digital & voice)
Intuitive and self service IVA setup
8 votes -
Give meaningful error message when trying to move number assigned to ring cx to inventory
When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."
This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.
3 votes -
RingCX Alerts Enhanced Functionality
The current RingCX Admin Alerts would be even more powerful if they had the following enhancements
*Condition to trigger once per occurrence or condition to trigger until event goes below level ____
**In the Alert programming offering easy selection to add ANI detail for an abandoned call
***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction
These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.
7 votes -
Email Notification with details
IP address, store location (customer) and display chat transcripts for all the chat interaction will be send to the clients email address. Since this is the current set-up of the customer.
1 vote -
sale dropdown option
in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)
3 votes -
Read-Only Access For Real-Time Dashboard on RingCX
Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.
Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or…
3 votes -
Prioritized Internal Transferred Call Over External Calls When There Are Calls Waiting In Queue In RingCX
Customer wants to prioritize internal transferred calls over external calls when are there calls waiting in queue so that the calls from their internal agents can be answered immediately in RingCX platform.
1 vote -
RingCX | Add a conference button on the RingCX App
Currently, the only way to conference a call in RingCX is by clicking the "Transfer" button. However, the customer has requested the addition of a dedicated "Conference" button.
The concern is that "Transfer" implies handing off the call to another person, whereas their intention is to have someone join the ongoing call to discuss matters together — making it a true conference call, not a transfer.
1 vote -
Sort Call Back Feature based on Caller's Timezone Requested
Customer requested that when their clients call in and are given the option to request a call back, they need these requests sorted by timezone so the agents only call people during working hours in their respective timezone.
1 vote -
Add Voicemail Transcription for Contact Center
Currently there is no voicemail transcription offered in RingCX like we are provided with RingEX. This would be a massive time saver for high volume Contact Centers.
4 votes -
we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would
we would love to see this in future releases, especially in the case of running multiple outbound campaigns on the predictive mode. It would be nice to just have a large pool of agents all logged in to the same mix of campaigns rather than splitting up the team, that way the outbound traffic has that natural flow along with the inbound traffic, as if being logged into multiple inbound queues. This would assist in removing some of the seams in the workday and allow agents to stay fresh on all of our products, rather than having to learn to…
1 vote -
AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.
Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…
26 votes -
RingCX Multi Channel Interaction Console “Live Interaction Management”
RingCX Multi Channel Interaction Console “Live Interaction Management”
It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.
18 votes -
The ability to look up a contact card based off the criteria on their contact card. IE; search all contacts under a specific company.
The ability to look up a contact card based off the criteria on their contact card. IE; search all contacts under a specific company.
1 vote -
RingCX Dashboard Overview
User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)
Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.
2 votes -
1 vote
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