← RingCentral Ideas

Settings and activity

9 results found

  1. Email reply positioning

    2 votes
    Needs More Information  ·  2 comments  ·  Contact Center & RingCX » RingCX  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) commented  · 

    Hello William,

    For email replies or forwarded emails, you mentioned that RCX should move the most recent reply or forward above the original email.
    I’m not entirely clear on the specifics of this request. Could you provide a bit more detail or perhaps share an example or a screenshot to illustrate what you have in mind?

    Thank you!

  2. Sound Alert to Notify Agents in Engage Voice when their Status is in RNA

    9 votes
    Implemented  ·  2 comments  ·  Contact Center & RingCX » RingCX  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) commented  · 

    https://support.ringcentral.com/article-v2/Configuring-agent-states-in-your-RingCX-account.html?brand=RingCentral&product=RingCX&language=en_US

  3. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    22 votes
    Under Review  ·  2 comments  ·  Contact Center & RingCX » RingCX  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) commented  · 

    At this time, RingCX is designed to play estimated wait time announcements once per queue event. If more frequent updates are needed, it’s possible to configure multiple queue events within the workflow to replay these messages at defined intervals.

    While we don’t currently have plans to change this behavior, your suggestion has been noted and will help inform future discussions around queue experience improvements.

  4. Set up ringtone options

    1 vote
    Needs More Information  ·  1 comment  ·  Contact Center & RingCX » RingCX  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) commented  · 

    Hello Analy,

    Thanks for the feature request regarding "Set up ringtone options." To better understand and scope this out, could you please clarify a few things?

    -Which product or part of the platform is this request related to? (e.g., Agent Desktop, IVR, etc.)
    -Could you describe the use case or problem this feature would help solve?
    -Are there specific ringtone options or customizations you're looking for (e.g., volume, duration, sound file selection)?
    -Who would be configuring this—end users, supervisors, or admins?
    -Is this related to incoming calls, alerts/notifications, or something else?

  5. Being able to change an agents status through the Real Time Dashboard

    17 votes
    Implemented  ·  1 comment  ·  Contact Center & RingCX » RingCX  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) commented  · 

    The ability to change an agent's state has been implemented as a new functionality in the Supervisor Dashboard.
    https://support.ringcentral.com/article-v2/Intro-to-supervisor-for-agents.html?brand=RingCentral&language=en_US&product=RingCX

  6. Callback Queue Languages

    8 votes
    Future Consideration  ·  2 comments  ·  Phone & Messaging » Call Queues  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) commented  · 

    What is already available:
    In this document there is an inbound queue callback section.
    https://support.ringcentral.com/article-v2/Configuring-inbound-queue-events-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_U

    If you want to add language other than the default language on the account, instructions can be found here.
    https://support.ringcentral.com/article-v2/Setting-the-default-language-used-for-interactions-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US

  7. Analytics

    2 votes
    Needs More Information  ·  1 comment  ·  Contact Center & RingCX » RingCX  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) commented  · 

    Hi John Erik,

    I hope you're doing well! Could you please provide more details about your request? Specifically, are you referring to any particular reports? If possible, could you send us some examples or screenshots to clarify?

    Thank you for your help!

  8. Add ability to re-arrange tabs on the right panel "pinned", "files", "notes"...

    2 votes
    Under Review  ·  0 comments  ·  Phone & Messaging » Application  ·  Admin →
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    AdminYulia (Group Product Manager, CX, RingCentral) shared this idea  · 

  9. Read notification for RingCentral messages

    170 votes
    55 comments  ·  Phone & Messaging » Team Messaging  ·  Admin →
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    Future Consideration  ·  AdminJessica H. (Admin, RingCentral) responded
    September 2023 UpdateThank you for your responses and feedback everyone! Product has completed their research into this possibility and have confirmed that at this time, the feature is not on any upcoming roadmaps. With this update, the status for the idea has been changed to Future Consideration. Hello everyone, Thank you for your interest in this idea. As our product managers are researching this feature, they'd like to know if you want this to be for Direct Messages and Teams, or just Direct Messages? Please leave your feedback and use case via comment. Thanks all!