1222 results found
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RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
1 vote -
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
- THe reason is sometimes agents forgot to put the disposition after the call
1 vote -
Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.
When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.
It be nice to have the ability to set a greeting for this one.
1 vote -
RingCX Agent able to do a consultation to another RingCX Queue without active call
Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.
1 vote -
Feature Request: Rules Engine for RingCX
Feature Name: Rules Engine for RingCX
Description: Customers using RingCX would like the ability to create and manage rules that automate actions based on specific conditions.
This includes features such as:
• Ignoring or categorizing content based on predefined criteria.
• Changing language settings automatically.
• Updating interaction priority dynamically.
• Distributing cases across categories using weighted percentages.
• Applying conditional logic to automate routing and content management.Use Case:
This feature would allow customers to enhance automation within RingCX by defining rules that streamline interaction handling, improve agent efficiency, and enhance response prioritization.
Currently, this is only available in…2 votes -
RingCX downloaded reports included data
Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.
1 vote -
Show the entire message and not strip away an email thread and only leave the newest message
This account would like to have the ability to view the entire email thread and not only leave the newest message.
3 votes -
Logs that will show why the agents were logged out from the RingCX portal
The customer would like to have logs that will show why the agents were logged out from the RingCX portal.
3 votes -
Add Session timeout for RingCX user
For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.
Bare minimum would be a session timeout applied to all user on RingCX.
A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.15 votes -
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
1 vote -
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…
4 votes -
Make Supervisor Assist feature easier to see in the UI
When a supervisor is viewing Interactions from the Supervisor, the buttons for monitor, coach and barge in only appear when hovering over the right side of the screen with the mouse. Now that Supervisor Assist is coming, a new button in the same area is available to access the Notes & Transcript. It would be more user-friendly to make all buttons visible by default on right side of the interaction. Supervisors shouldn't have to be trained to hover to access the features - the UI should be 100% obvious.
7 votes -
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have th
Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:
Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.
Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.
Any other pertinent information to be included (i.e. number of incoming caller, etc.)
16 votes -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
2 votes -
RingCX Voicemail to Digital Queue
Currently, voicemails can only be sent to an email. This means any voicemails left have to be handled separate from the RingCX application unless an Email channel is configured to receive these voicemails.
We need an easier way to route voicemails left on voice queues to a group of agents. This would make it easier to ensure all voicemails are handled, and allow for equal distribution of voicemails to the group.9 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.
10 votes -
Setting to enable dashboards/embed in agents view
Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.
6 votes -
Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics
Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics
Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.
Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other…
6 votes -
RingCX Active Window
This design enables agents to respond to calls swiftly and efficiently, significantly improving their call management capabilities while minimizing distractions from other applications or notifications. By streamlining this process, agents can focus on providing exceptional service without the risk of overlooking important communications.
1 vote -
RCX Ring Group option
The ring group option allows incoming calls to be directed to a team of agents, ensuring that they are answered by the agent who has been idle the longest. This method optimizes call handling efficiency by prioritizing agents who have been available the longest without taking a call.
1 vote
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