1659 results found
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Call Timers for Agents
When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).
13 votes -
CNAM for RingCX Parallel Dialing
Current Behavior: When configuring Parallel dialing to display the DNIS as "Outbound Caller ID," the CNAM associated with the specific DNIS number does not appear on the receiving RingEX User's phone. Instead, the RingEX mailbox CNAM is displayed.
Desired Improvement: It would be beneficial if the actual CNAM of the DNIS number were shown on the receiving RingEX User's phone.
3 votes -
Feature Enhancement Request: Total Hours/Log-in Time on Campaign Level in Historical Reports
Description:
We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.
Use Case:
The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the…4 votes -
Improve handling media for Queue events
After the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. Expected behavior is there is no delay after the end of playing 2 files.
3 votes -
Support interaction logging with no disposition in all applicable embedded CRM integrations
In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.
3 votes -
Include Name & Number in Caller ID
Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.
25 votes -
RingCX Enhanced SLA configuration
Not all Contact Centers operate on the 80/20 rule, being able to set both the SLA seconds and the percentage in the Call Queue would enhance and also simplify SLA through the system.
Today Queue setting lets you adjust the time, then in dashboards you need to adjust the percent and then of course reports is not configurable for %, simply uses 80%.
Enhancement would be to add the SLA % setting in each Call Queue
6 votes -
Default Enable Queue Call Recording Settings
Currently, call recording settings need to be configured individually for voice queues/campaigns.
Request to provide an option at the global/account level to define call recording settings that will apply/cascade down to all voice queues/campaigns, and ensure that any new queues/campaigns built on the account maintain these same settings, with the ultimate goal being that any call, inbound or outbound, is recorded per the account-level recording preferences.
1 vote -
Restricting users to dashboard access only
Restricting users to dashboard access only.
We need provide some of the users access to dashboards only, meaning they shouldn’t be able to access any other options.
There is another odd thing - there are multiple full access roles being duplicated
Can you also please check how are the roles are in place for analytics portal. Its unusual that we have to create them as admin to provide access to analytics portal. There is also an open case with Myra – Users cannot see custom shared dashboards or receive schedule data exports via email even after having full access.
1 vote -
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA.
DEAD AIR: DUE TO EXHAUSTING OUR VOCAL CORDS. PLEASE CREATE A BUTTON WE CAN PUSH THAT READS THE DEAD AIR TCPA. PLEASE, PLEASE, PLEASE. ITS EXHOUSTING TO SAY COUNTLES TIMES THE TCPA FOR DEAD AIR.
1 vote -
quality assurance form
It will be helpful if there is a way for us to build the Quality Form within RingCX so that the customer can just populate the form while they are auditing calls.
1 vote -
Historical Dashboard Report Schedule
Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.
7 votes -
RCX - Admin ability to share the dashboard to Supervisor only
Admin ability to share the dashboard with the Supervisor only without admin access
1 vote -
Lower the volume of RingCx Agent when you are on "TRANSITION" state, that "brrrp" is annoying
there should be a way, that when we are on fetching leads mode, the "transition" stop making that annoying noise that "brrrp brrrp" when you are calling someone is really annoying, hearing that noise all the day its crazy
2 votes -
Call back operation hours - preventing next working day call backs
Call back works in line with the standard operating hours resulting in people not getting a call back until the following day or after the weekend. This results in a poor experience as they aren't provided any update that the call back has been pushed to the next working day.
I suggest that we have operating hours for the Call Back service allowing us to stop it 30 minutes before the close of play to save disappointment and leave our customers underwhelmed.
1 vote -
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
9 votes -
Ability to do Screen Recording / Standalone Screen Recording
Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.
14 votes -
SMS Blasts
Outbound blast (via Textel); SMS SFDC Integration
6 votes -
Unneeded Global Audio Files
There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.
For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".
3 votes -
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.
7 votes
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