Settings and activity
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8 votes
Randi
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7 votesRandi
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22 votesRandi
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111 votes
An error occurred while saving the comment Randi
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In addition to the new cradle to grave historical reports, I am getting requests from customers who would like combined EX + CX Live Dashboards so that they may monitor EX and CX queues in one place. This would also be beneficial for EX users to have more visibility into the status of CX queues, so they know if agents are available prior to transferring.
This request comes from an existing RingCX + RingEX customer, United Scripts.Randi
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13 votesRandi
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7 votesRandi
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10 votesRandi
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63 votesRandi
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10 votesRandi
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4 votesRandi
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4 votesRandi
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4 votesRandi
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4 votesRandi
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9 votesRandi
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24 votes
An error occurred while saving the comment Randi
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When transferring calls and selecting "Stay on Call", the original caller is not placed on hold. Once the transfer is accepted, all 3 parties are connected.
Warm transfers in EX place the caller on hold before connecting all 3 parties.
If Stay On Call is not meant to act as a warm transfer, could we add that as an option?Randi
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9 votesRandi
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17 votesRandi
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39 votes
Agents can chat with their team mates and colleagues 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/
Randi
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14 votesRandi
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Today, RingCX has "High Level 5" as the highest tier in priority. Other providers have many more levels available for more flexibility. This is essential to customers who provide 3rd party support to a large client base with unique queues for each, paired with a tiered support approach similar to RC's Advanced/Enterprise support offerings. Priority groups would conflict with agent ranking, so that is not a plausible option if customers are utilizing agent ranks as well.