1443 results found

1. Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.

   Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.

   The customer needs a comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.

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2. Directory Button

   Directory tab to easily see other agent status and how many agents are available to take a call in a queue even before hitting transfer button so we can set proper expectations to customer.

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3. CRM Task Automation

   A Menu that allows you to Automate CRM Task, No code Bi Directional Sync. Task like Adding a Note to the CRM, Logging a call, Updating a contact, Creating a case, Creating a Ticket in the CRM. The Event triggers for the task should be selectable, events like inbound call, Outbound call etc..
   Competitors are delivering this automated functionality, heres an example - https://support.talkdesk.com/hc/en-us/articles/201078959-Automating-tasks-in-your-Zoho-Integration.

   3 votes

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   Under Review  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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4. RingCX AI Driven "How Can I help you" Chat

   AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

   A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The call would invoke a Campaign out dial.

   AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

   A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The… more

   4 votes

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   Future Consideration  ·  1 comment  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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5. The customer wanted to know if there is an option to enter a code before accessing the RingCX recorded link

   The customer requested the ability to enter a code before accessing the RingCX recorded link, ensuring that all call recordings remain secure and are not accessible to unauthorized users.

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   Needs More Information  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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6. RingCX Analytics

   Feature Request for RingCX Platform:

   Request Summary:
   The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

   Dialing time – Total time agents spend dialing numbers.
   Number of calls – The aggregate count of outbound and inbound calls made by agents.
   Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
   Number of contacts – The total number of unique contacts reached during the reporting period.
   Number of interactions – A breakdown of all communication interactions across multiple channels (voice, messaging, and email).
   Break time – Time agents spend on breaks during their shifts.
   Use Case:
   The customer requires these KPIs to be available in a unified, customizable report to optimize workforce performance and improve operational visibility. By monitoring metrics such as dialing time, number of contacts, and break time, they aim to better understand agent productivity, track customer interaction efficiency, and ensure adherence to performance standards.

   This feature would enable real-time tracking and historical analysis, allowing supervisors to adjust call strategies and shift structures in response to data trends. The need for such insights is crucial to maintaining high levels of customer satisfaction and operational efficiency.

   Benefits:

   Enhanced Agent Performance Management: Tracking KPIs like dialing time, number of calls, and break time can help management optimize workflows, identify areas for improvement, and maximize agent output.
   Improved Customer Engagement: With visibility into the number of appointments set and total contacts reached, the customer can refine outreach strategies to boost customer engagement and conversion rates.
   Comprehensive Reporting: Consolidating all relevant KPIs into a single report allows for easy analysis, reducing the need for manual data aggregation from multiple sources and enhancing the decision-making process.
   Customizable Dashboard: The ability to customize reports and dashboards to track these specific metrics will provide the customer with tailored insights that align with their business objectives.

   Feature Request for RingCX Platform:

   Request Summary:
   The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

   Dialing time – Total time agents spend dialing numbers.
   Number of calls – The aggregate count of outbound and inbound calls made by agents.
   Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
   Number of contacts – The total number of unique contacts reached during the reporting period.
   Number of interactions – A breakdown of all communication interactions… more

   3 votes

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   Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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7. RingCX Estimated Wait Time API

   It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.

   Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy

   This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.

   10 votes

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   Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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8. Restriction by Role option from RingCX Admin, Digital> Inboxes. To hide inboxes based on users access
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   Implemented  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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9. Admin role to have ability to log out agents

   An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.

   8 votes

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10. Global Variables or Switch statements that can be called by script objects across multiple call flows.

    Currently migrating from the Puzzel Contact Centre to RingCentral. Puzzel provides global values where you can add multiple choices (e.g. a switch statement). You can add these switches to any call flow and apply logic and flow routes based on the current value of the switch item. We use these for multiple scenarios, major incidents affecting operational centres, monitoring centres. If a switch is set to 'incident' scenario, several call flows have different logic and will allow for longer wait times, different escalation routes, or routes to different queues or 'on call' technicians. We also have regional and divisional switches as well for internal and customer call flows. As a work around we are having to add a lot of extra queues and sites in EX with custom rules or site rules which is going to be messy to administer and track. We have multiple global teams and call flows that can be affected by Incident, emergency, and maintenance scenarios and need to be able to add global settings that can be queried by multiple call flows - allowing quick response updates to all affected flows when an incident occurs. Having reviewed the CX studio script objects and other features available, this doesn't seem to be available without a clunky work around on the EX side and manual updates to scripts inside a call flow. Don't know if it's possible to use script code to query custom rule status on EX queues, or query if a EX 'site' is in 'Forward all site calls' mode? Are there any other data objects that can be natively accessed from the studio script objects? E.g. a contact created (for access to update by admins only), and a number or value or parameter stored against it that can be queried by the scripts? If an admin changes the value/parameter all the associated flows can follow different logic?

    Currently migrating from the Puzzel Contact Centre to RingCentral. Puzzel provides global values where you can add multiple choices (e.g. a switch statement). You can add these switches to any call flow and apply logic and flow routes based on the current value of the switch item. We use these for multiple scenarios, major incidents affecting operational centres, monitoring centres. If a switch is set to 'incident' scenario, several call flows have different logic and will allow for longer wait times, different escalation routes, or routes to different queues or 'on call' technicians. We also have regional and divisional switches… more

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11. RingCX Report - Hold Frequencies

    Feature Request: Option to generate a report that has the hold frequencies or the number of times that each call was placed on hold by the agent.

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12. Allow Super Admins to have a non billable agent account for testing

    Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.

    2 votes

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13. Complete European localization of all RingCX module

    Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.

    Including but not limited too:
    - Analytics data not available in french at the time of initial bid defense
    - Agents and Admin module not fully translated or very approximatively.
    - RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.

    8 votes

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14. Call Park on Desktop App

    As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move the call park button back to the main dial pad page.

    As of recently 10.25.24 - the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move… more

    2 votes

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15. RingCX live redaction

    RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.

    Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.

    This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.

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    5 votes

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16. Allow Route Node in Workflow Studio to send call to another Workflow

    The Route Node in Workflow Studio is limited to Voice Queues, Cloud Profile, Track, PSTN or SIP. It would be useful to have an option to route the call to another Workflow application. It would help with reuse of Workflows since you can reference the same logic from multiple Workflows instead of manually recreating the same logic each place. This would go a long way to make the applications more maintainable.

    2 votes

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17. Add Data Builder node to Workflow Studio

    Agent Script studio has a Data Builder node to create look up tables. This node would be very useful in Workflow Studio for things like looking up a State by Area Code from the caller's ANI. Can be used in Insurance or Real Estate verticals where callers need to get connected to agents licensed in a particular state.

    2 votes

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18. Show Caller number when specific extension will transfer the call to another extension

    customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.

    49 votes

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    Under Review  ·  10 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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19. Remove the option for a customer to print off the chat history

    Removing the ability to let the customer save or print the chat queues from RingCX.

    1 vote

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20. RingCX External Alert for agent status (i.e. exceeded lunch break)

    External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
    Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI

    6 votes

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