1590 results found
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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 -
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling
11 votes -
Hubspot embedded agent
Instead of Hubspot being an extension, work with hubspot to embed the agent console into the CRM
4 votes -
SMS Templates (Reply Assistant)
Have Reply assistant appear on initial outbound message for SMS. currently it works on replies but not on the initial outbound message. SMS templates work but not in HubSpot/My Messages in initial outbound SMS; workaround is to use “All Messages”
4 votes -
ringcx analytics restrict
Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.
This is an issue as Admins should not be able to see other departments data via report.
28 votes -
Have an Supervisor close/disposition a chat via Supervisor Dashboard
As a supervisor "Supervisor Dashboard" I’ve got to have an option to end/close a chat so it removes completely from the operator’s “My messages” and frees the space for new chat.
9 votes -
download call recordings by date range not using the URL
- Cx needs to now how to download call recordings by date range not using the URL
- Additional details for the feature that you are requesting:
We want to be able to either request through customer service OR use a website to download call recordings in mass by date range, Caller ID and just date range for all calls.
- What is your use case for this feature request?
We can be audited by our various customers who generally are City or County governments.
- What problem are you trying to solve or what problems does the current functionality cause?
Audits
- How do…
5 votes -
RCX | S3 bucket retention
Customer wants the call recordings from the RCX that are being transferred to their S3 bucket they need the ability to keep the full recording link since the call recording is no longer in the RCX servers for them to keep it active in the future.
4 votes -
AI follow-up emails in RingSense CX
"Follow-Up" option in RingSense is missing Ringsense. This feature is only available for RingSense for Sales and not for RingSense for RingCX. Customer would like to request this as a feature they can use.
8 votesI'm glad to announce that this feature is now available in your AI QM account. You can generate AI followup emails, as well as use various different templates to create the relevant emails.
See the attached GIF
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Custom Agent State
Ability to update the time limit for a custom Agent State aside from Break and Lunch.
3 votes -
Chats with no customer activity being routed to agents – Ideally, these should be reopened and returned to the queue instead of being direct
Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.
Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.
We recommend considering this feature for future updates to offer more flexible chat routing options.
3 votesNot clear. Define "no customer" activity
For the part about if chats are closed by customers, assuming that we're talking about Live Chat: if customer abandons chat, but leaves email or phonenumber, should this not reach an agent?
Are you proposing to remove abandoned chats from the queue?
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Transfer Call to Voicemail
The customer would like to have the ability to transfer a Call to Voicemail (RingCX) by pressing the # just once. She mentioned that she still needs to press the # key twice to transfer the call to voicemail.
6 votes -
Call Monitoring Audit Log report that shows who monitored whom and when.
We would like to have a report that we can run called a “Call Monitoring Audit Log.” Specifically, we need to be able to generate a report that shows who monitored whom and when.
1 vote -
RingCX Report showing Agent Rank in Certain queues
• In RingCX Analytics, there should be a report that would show an agent's rank in certain queues
• This would allow Admin to better manage their users and allow them to see the data they need at a glance
• This would also save time by just downloading one report and admins wouldn't have to go to each voice queues checking the agent rank4 votes -
caller id
It would be extremely beneficial for contact name to be displayed in RingCX when a contact has been saved. While the phone number is displayed, it would be helpful for agents to know who the caller is before the call is disconnected. This helps them to mentally prepare and is crucial to certain scenarios.
9 votes -
Add Filter for Schedule or Hours-Based Queue Alerts
Issue:
Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.Proposed Solution:
Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.This enhancement would ensure that alerts such as “no agents available”…
2 votes -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
3 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
dashboard ring no answer
Call which have not been answered by an agent and which trigger the RNA state appear multiple times on the Supervisor Dashboard until they are actually routed to an agent. Whilst logically, this makes sense it does not make for an easy interpretation. Can we show such calls as one single call/interaction within the dshaboard.
3 votes
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