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51 results found

  1. Comprehensive Data Download from RingSense

    20 votes

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    New  ·  1 comment  ·  RingSense & AI » RingSense  ·  Admin →
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    Jordan commented  · 

    Potentially, this request can also be implemented via an API where we can push out all RingSense insight data to the customer.

  2. Smart Automatic Close for Live Chat Scope Configuration

    3 votes

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    New  ·  0 comments  ·  RingCX » Admin experience  ·  Admin →
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    Jordan supported this idea  · 

  3. Allow ability to set specific hours for Holidays

    2 votes

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    New  ·  0 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Jordan supported this idea  · 

  4. Accessing AI Transcripts for Queue Calls

    3 votes

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    New  ·  0 comments  ·  Phone & Messaging » Call Queues  ·  Admin →
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    Jordan shared this idea  · 

  5. Report on Custom Agent State in RingCX

    2 votes

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    New  ·  1 comment  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Jordan commented  · 

    For context, see image attached.

    Jordan shared this idea  · 

  6. Disable changing caller ID on user extension level

    3 votes

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    Under Review  ·  1 comment  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Jordan supported this idea  · 
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    Jordan commented  · 

    The intention here would enable a customer to set a caller ID for users without them being able to change it to other numbers in the RC App.

  7. RingEX Agent Status Report

    4 votes

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    New  ·  2 comments  ·  RingCentral Contact Center » Admin Portal  ·  Admin →
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    Jordan commented  · 

    To clarify, customers are seeking a report in RingEX's Analytics platform (though, the original ask here may concern RingCX given the mention of "historical report"). With this data, customers can better conduct quality and adherence reports for their users despite RingEX not being a contact center platform.

  8. RCX agent have the ability to select which campaign to work.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX » Automated outbound dialing, campaign & lead mngmt  ·  Admin →
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    Jordan supported this idea  · 

  9. Sync Real-Time Dashboard Edits After Sharing

    18 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Jordan supported this idea  · 

  10. Hold Feature Enhancement

    3 votes

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    New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jordan supported this idea  · 

  11. 30 and 60 Minute Lunch States

    3 votes

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

  12. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

    72 votes

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    Under Review  ·  5 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jordan commented  · 

    From a workforce management perspective, the issue with agents getting flipped into Working is a HUGE disruptor in stats and workflow. If a customer is looking for accurate data and agents are flipped inadvertently to WORKING throughout the day, WFM is moot.

    We should offer a front facing field to increase the keep-alive timer if we don't implement a change to the status itself.

    Jordan supported this idea  · 

  13. Updating User Details in SW when AD is enabled

    4 votes

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    1 comment  ·  Developer Platform, APIs, & Integrations » Integrations: Other  ·  Admin →
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    Jordan commented  · 

    Or, users should be able to edit their name to a "preferred name" in the RC app itself when SSO/AD is enabled/enforced.

    Jordan supported this idea  · 

  14. SMS Recipient Removal in Call Queues

    8 votes

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    New  ·  2 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Jordan supported this idea  · 

  15. Reports to generate the caller id number set up for all users

    5 votes

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    Under Review  ·  0 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Jordan supported this idea  · 

  16. Remove my background noise

    10 votes

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    3 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Jordan commented  · 

    Like Hailey's comment from 10/24/24, customers are looking to bulk enable this feature for their users, but only individual users can adjust this feature for themselves currently.

    Jordan supported this idea  · 

  17. Add Ringtones when Requeuing in SPOG/RCX for RC App

    10 votes

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    Planned  ·  2 comments  ·  RingCX » Other  ·  Admin →
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    Jordan shared this idea  · 

  18. Unable to fast forward or rewind while listening to call recordings

    8 votes

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    Needs More Information  ·  1 comment  ·  RingCX » Other  ·  Admin →
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    Jordan commented  · 

    Team, pull up any recording in RingCX and try to scroll through the recording to any point. The toggle will simply go back to the beginning of the recording. You cannot freely scroll to any point in the call. Please identify what additional info is needed.

    Jordan supported this idea  · 

  19. Scrape Missed Call Email to Match Contact for New Case

    2 votes

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    New  ·  0 comments  ·  RingCX » Integrations & APIs  ·  Admin →
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    Jordan supported this idea  · 

  20. RingCX IVR press path report

    14 votes

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    Future Consideration  ·  2 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Jordan supported this idea  · 
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