1659 results found
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Viewing Agent Email Responses in RingCX
At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.
Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:
A searchable log of outbound email replies
The ability to view the…
1 vote -
RingCX: Option to turn off sound notification in RingCX Digital
Requesting for an option to mute the sound notification in RingCX Digital for both webversion and app
1 vote -
Call journey report for RCX
Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.
45 votes -
Hourly data in performance report
wants to have a reports that will provide the data for hourly details
for example from 05/06-05/10 when we check the analytics trend on what specific hour they receive the highest numbers of calls customers wants to click that data and pull up the details however at the bottom of the report there is no option to see the hourly data it is only showing the summary of inbound calls per user
14 votes -
RingCX Global Secondary Nodes
While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.
Some requirements bubble up like multiple languages operating in the same system
And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.Those and more need to be addresses down the road, laying…
19 votes -
Add RC Agent Extension field to RCX Webhooks
Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.
4 votes -
Agent sign in time on real time dashboard
Key Components:
Time Display:
Clearly show the sign-in time for each agent in the local business timezone.
Use a consistent format (e.g., HH AM/PM) for easy readability.Visual Indicators:
Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
Provide tooltips or hover-over info for additional context.4 votes -
New feature: Include microphone system settings Agent console.
Although Google Chrome includes some settings for peripherals, it would be ideal to have adjustable microphone input settings. Especially a sliding control for microphone input volume.
3 votes -
Add wrap up time for RingCX auto-dialer calls (Campaign)
Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).
Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.
5 votes -
Supervisor Activity report
Have a detailed report for Admins to have a Supervisor Activity Report.
In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.
5 votes -
Feature Request: Manageability of Grayed-Out Fields in RingSense Integrations with Salesforce
Request Summary:
Customer has raised a concern regarding certain fields in the RingSense integration with Salesforce, specifically the isClosed field on the Opportunity object. They would like the ability to uncheck this field, as it is currently preventing the system from correctly relating tasks to open, active opportunities.Customer Query:
The customer is testing RingSense with Salesforce and has noticed that some boxes, such as the isClosed field, are grayed out or cannot be unchecked. They are wondering whether this is a limitation due to their test license or if this behavior is the default for all users. The isClosed…3 votes -
RCX | Ability to ping everyone for the chat feature on ringcx
The ability for the chat feature on ring cx, which is the feature on our website that allows customers to message back and forth directly with representatives.
They are curious if there is a way to make sure that when a message comes through, all users are pinged in a group rather than pinging the "next available agent"
2 votesThe idea is to distribute the interaction to an agent to provide a timely reply to the customer.
What would be the usecase of pinging several agents? How would they decide who takes it? wouldn't that distract agents from working on their own interactions?
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Agent script disposition element variable support
Agent script element is currently very static in what is displayed (hard coded queue/campaign values). Avantive would like to be able to put show/hid filter logic based on agent script values
2 votes -
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…
29 votes -
SLA%
Add SLA % in the RingCX Historical Data Report, same formula with the one in Custom-Real Time Dashboard Tab. The SLA% doesn't match the Queue Service Level.
3 votes -
Voice Queues: Visibility to all Queues but by default only see the ones assigned to
- When logging in, agent has visibility to all queues and they have to unclick all markets queues that not assigned to so only see the ones actually assigned to
- Don't want to take away the ability to access all the other market area queues (example: FL dispatchers don't have internet due to hurricane, need to be able to select the FL queues to help them out)
- By default only see the queues the agents are assigned to
1 vote -
Enhance reporting on system generated states
In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…
3 votes -
Voice recognition should also cater to people with strong accents.
Voice recognition should also cater to people with strong accents.
2 votes -
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.
3 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
3 votes
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