1154 results found
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RingCX integration with Hubspot - include agent name in the call log
With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.
1 vote -
Allow for ability to add role restrictions to supervisor tool.
Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call.
Customers would like to have the ability to restrict the supervisor functions to Monitor calls only.
2 votes -
Jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX
Have a button for user to jump to Top and/or Bottom of the page for Emails/Chat/SMS in RingCX
2 votes -
Option to receive Reports with just the file name
Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM
4 votes -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…3 votes -
RingCX SFDC Embeded Integration - Allow to relate calls in an order object in salesforce
Currently, call logs in RingCX unable to relate to Order in SFDC
steps:
1. When clicking the "relate to" in rcx softphone.
2. search an order and hit enter. No results foundIt would be nice to have this feature be added specially for companies that uses Orders in the salesforce.
1 vote -
Option to choose the caller ID Name when making an outbound call using RingCX
The customer would like a solution wherein they have the option to choose the caller ID Name when making an outbound call using RingCX. As per default, the only caller ID that appears is the phone number which cannot be modified by a specific name.
2 votes -
Status change
When in call back mode, let us stay in that mode after call is complete so we can continue calling more customers back instead of going right to available. Let the CXR's change to available manually.
Also let us change status easier rather than having to due it during a call.1 vote -
Change color of lettering to red when agent goes into RNA Status.
When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.
9 votes -
Integrate RingEX Personal Contacts to RingCX Directory
The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone
8 votes -
Update the "hangup" pop-up window during a conference when a participant leaves in Agent RCX
On RCX agent, when we have a conference then the agent decide to terminate a participant, he presses the "hang up" button that opens a pop-up window to choose which participant to end.
Thing is that if the agent presses the hang up button, then one participant manually leave the conference, the pop-up window doesn't update the participants present, then if the agent choose the user that left the conference the press "hang up", the whole call will be terminated.
We need that pop-up window to be updated when a participant leaves the conference.
1 vote -
RingCX Agent Platform Hotkey Compatibility
Allow for Agents to interact with RingCX calls with hotkeys.
1 vote -
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
1 vote -
Allow option to transfer to queues in addition to users
We currently have the option to transfer a customer call to any user in our Company Directory, but not to queues (which is how Hunt Groups are set up in our system). Adding the option to transfer to queues would allow us to send calls to our retail store groups rather than trying each extension individually.
6 votes -
Ability to Export/Import on the email template, or a restore point.
The email template was recently messed up the spacing after a fix was rolled out. It would be better if there's a restore point for any changes on the email template, or an Import and Export option for the business to have a backup of the original email templates, in case it was messed up the body of the template, they can easily place it back to the original one, especially for those businesses who have a lot of email templates, since it is not easy to correct it one by one.
3 votes -
RingCX ADMX template for browser group policy
RingCentral implementation to give a RingCX ADMX template for browser group policy template which has the necessary allowed protocols in the browser for security lock
5 votes -
Reputation Management Integration
Add an on platform phone number reputation management tool or add an integration that allows for this capability
3 votes -
Add a customer care link for reporting incidents
add a link in the service status- core services- reporting Incident status updates . where is says please reach out to customer care. (a link here would be helpful).
1 vote -
Feature Request: Agent Search Leads by Campaign in RingCX Problem:
Feature Request: Agent Search Leads by Campaign in RingCX
Problem:Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.
Proposed Solution:
Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.
Benefits:
Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.
Enhanced Lead Management: Campaigns can be better organized and tracked, leading…
4 votes -
Show messages assigned to agent in My Messages rather than my inbox
When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.2 votes
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