1154 results found
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Live Chat with Switch Video Enable - Analytics Recordings
Live Chat with Switch Video Enable - Analytics Recordings
As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
For the reporting purposes, the video recordings are still needed.8 votes -
RingCX and RingEX ring group searches
Ensure RingCX search behavior and UI visibility is consistent with RingEX UI behavior for lookups
Investigate whether the RingCX search result display can be improved (e.g., visual indicator for scrollable content or removal of the result limit).
If not currently supported, please escalate as a feature request to address search usability and parity.5 votes -
RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)
This initiative is being worked on and is called Single Pane of Glass
The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.
The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.
You cannot see MVP queues in the Corporate Directory when transferring…
110 votes -
ability to see who change the status of the agent.
ability to see who change the status of the agent.
5 votes -
Removing "change the status of an agent" without their consent
Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
Delete the "Update agent status" line.
On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".11 votes -
Allow agents to block number in RingCX
Have the ability for the agents to block the numbers manually from the RingCX agent platform instead of them having to send this to the RingCX admin.
7 votes -
Agent Script/Custom Field Recording Delivery
Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.
Currently, only the field name feeds over to the S3/AWS bucket in the file name.
33 votes -
1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…4 votes -
Report on Custom Agent State in RingCX
Currently, any agent state configured on an Account will show as (empty) vs what is mapped to the underlying base state.
We must display the states customers are expecting to see based on their account setup.
4 votes -
The ability to add in auto answer for digital interactions to help agents become more efficient in their roles and less chats being missed
The ability to turn on auto answer for digital interactions to make agents work more efficiently and conversations to be allocated quicker meaning SLA's are not impacted by acceptance times.
7 votes -
dashboards data refresh time
customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.
62 votes -
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available.
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.
3 votes -
Dark mode feature
We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.
41 votesDark mode is now supported with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
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Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to…
3 votes -
Visible Agent status on transferring
When transferring a call to another agent, have it to show their status, via words or colour. Whilst the circle may indicate their availability, the colour options are limited.
Agent #1 - Available (Green circle)
Agent #2 - Away/Lunch (Grey circle)
Agent #3 - Idle (Yellow circle)5 votes -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
7 votes -
Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…11 votes -
Enhance Agent States
Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.62 votes -
RingCX historical real-time report discrepancy alignment
Go Auto Insurance (UID: 63121724012) requires improved alignment between RingCX Real-Time Dashboard analytics and Historical Reports for 'Presented,' 'Answered,' and 'Abandoned' call metrics. While a 1:1 match isn't feasible due to underlying system differences, we request enhancements to better approximate real-time data or provide clearer reconciliation methods for key discrepancies like 'Calls Answered,' to ensure consistent and reliable call center performance reporting.
5 votes -
Have AI Summaries and Transcriptions show in plain text on RingCX Analytics instead of a URL
Currently the AI Summaries and transcriptions are showing on the reports in the form of URLs. Some customers would want to have this in plain text for it to be easier to extract from the reports as well as easily visible in activity logs when using RingCX embedded agent applications.
3 votes
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