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164 results found

  1. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

    114 votes

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    Planned  ·  16 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Randi commented  · 

    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 supported this idea  · 

  2. RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page

    13 votes

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

  3. Make Supervisor Assist feature easier to see in the UI

    7 votes

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    Future Consideration  ·  0 comments  ·  RingCX » AI agent & supervisor assist  ·  Admin →
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    Randi supported this idea  · 

  4. Make Agent Assist features easier to access

    13 votes

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    Under Review  ·  0 comments  ·  RingCX » AI agent & supervisor assist  ·  Admin →
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    Randi supported this idea  · 

  5. Enhance Agent States

    67 votes

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    Implemented  ·  4 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Randi supported this idea  · 

  6. Survey & Feedback after calls

    11 votes

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    Under Review  ·  0 comments  ·  RingCentral Contact Center » Other  ·  Admin →
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    Randi supported this idea  · 

  7. Chinese Language Support

    7 votes

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

  8. Russian Language Transcription Support

    4 votes

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    1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Randi supported this idea  · 

  9. Hebrew Language Transcription Support

    4 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Randi supported this idea  · 

  10. Japanese language support

    4 votes

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

  11. 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 shared this idea  · 

  12. 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 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 supported this idea  · 

  13. 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 supported this idea  · 

  14. 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 supported this idea  · 

  15. 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 supported this idea  · 

  16. 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 supported this idea  · 

  17. RingCX Global Secondary Nodes

    19 votes

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

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

    60 votes

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

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

    36 votes

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

  20. 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 supported this idea  · 
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