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174 results found

  1. RingCX Voicemail to Digital Queue

    10 votes

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    Under Review  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Randi Kappes shared this idea  · 

  2. Automatic hold for warm transfers using integrated phone

    27 votes

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    Planned  ·  3 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Randi Kappes commented  · 

    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 Kappes supported this idea  · 

  3. Supervisor actively monitoring should be able to record

    9 votes

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    Under Review  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Randi Kappes supported this idea  · 

  4. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    21 votes

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    Under Review  ·  0 comments  ·  RingCX » Other  ·  Admin →
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    Randi Kappes supported this idea  · 

  5. Internal chat for supervisors and agents

    39 votes

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    0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Implemented  ·  AdminSergey (Group Product Manager, RingCX, RingCentral) responded

    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 Kappes supported this idea  · 

  6. Ability to do Screen Recording / Standalone Screen Recording

    14 votes

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    Planned  ·  1 comment  ·  RingCX » Call & screen recording  ·  Admin →
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    Randi Kappes supported this idea  · 

  7. RingCX Global Secondary Nodes

    19 votes

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    Under Review  ·  1 comment  ·  RingCX » Other  ·  Admin →
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    Randi Kappes supported this idea  · 

  8. RingCX Call Details "Call Termination by Agent or Caller"

    63 votes

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    Planned  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Randi Kappes supported this idea  · 

  9. Provide Cradle to Grave reporting for calls that traverse RCCC and RC MVP

    37 votes

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    Under Review  ·  1 comment  ·  RingCentral Contact Center » Contact Center  ·  Admin →
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    Randi Kappes supported this idea  · 

  10. Change agent state through Max Supervisor

    110 votes

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    Planned  ·  19 comments  ·  RingCentral Contact Center » Other  ·  Admin →
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    Randi Kappes supported this idea  · 

  11. Add IP Address field in Ring CX Analytics for Reporting

    11 votes

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    New  ·  1 comment  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Randi Kappes supported this idea  · 

  12. Collapsable Customer Identities List

    1 vote

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    0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Randi Kappes shared this idea  · 

  13. Engage Digital - Allow Customer Identity pane to be collapsed to increase screen real estate for email replies

    2 votes

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    Implemented  ·  0 comments  ·  RingCX » Digital experience  ·  Admin →
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    Randi Kappes supported this idea  · 

  14. Direct agent routing / prefered agent

    7 votes

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    Under Review  ·  1 comment  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Randi Kappes supported this idea  · 

  15. Make Identity/Identity Tags more user friendly

    3 votes

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    Under Review  ·  0 comments  ·  RingCX » Digital experience  ·  Admin →
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    Randi Kappes supported this idea  · 

  16. Replace UNKNOWN CallerID in RingCentral softphone by a Studio variable content

    58 votes

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    6 comments  ·  RingCentral Contact Center » Contact Center  ·  Admin →
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    Randi Kappes supported this idea  · 

  17. Edit AI Metric Scores

    15 votes

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    Planned  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Admin →
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    Randi Kappes shared this idea  · 

  18. Ability to assign multiple reporting managers to a member/team

    8 votes

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    Implemented  ·  2 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Randi Kappes supported this idea  · 

  19. Recording Import Rules for RingSense for RingCX

    6 votes

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    Needs More Information  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Admin →
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    Randi Kappes supported this idea  · 

  20. German Support for RingSense

    6 votes

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    0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » Other  ·  Admin →
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    Implemented  ·  Sushant Hiray responded

    RingSense now supports German language.

    As a RingSense admin, you can now select Deutsch as part of your transcription language settings. See details in the attached screenshot.

    Randi Kappes supported this idea  · 
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