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12 results found

  1. Ring CX Place in Queue announcement to be able to play multiple times

    3 votes

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    New  ·  1 comment  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Peter commented  · 

    Really important to include in one looped event and be able to be triggered multiple times

    Peter supported this idea  · 

  2. live agent state visibility for other agents in same queue

    15 votes

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    Future Consideration  ·  2 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Peter supported this idea  · 

  3. RingSense Scorecard-Non Applicable (N/A) to only be selectable as a score for specific questions

    9 votes

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    1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    RingSense/ACE now allows flexibility to mark a scorecard question as mandatory or optional


    As an admin, you can specify which questions are optional v/s required. See the attached screenshot.


    Key benefits of this feature include:

    • Ensures consistent evaluations by making critical questions mandatory
    • Enables flexible scoring with optional questions for non-applicable scenarios
    • Gives admins tighter control over quality standards and compliance requirements


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    Peter commented  · 

    Yes fully agree. Great idea!

    Peter supported this idea  · 

  4. Shared Voicemails: Increase number of voicemail boxes per co-recipient

    146 votes

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    Under Review  ·  33 comments  ·  Phone & Messaging » Application  ·  Admin →
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    Peter supported this idea  · 
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    Peter commented  · 

    Yes please. We have queues with over 15 members and have to currently restrict voicemail access to a max 15.

  5. more members need access to VM boxes for call ques (only 15 now) co recepiants

    7 votes

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    Under Review  ·  3 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Peter commented  · 

    yes please. We have queues with over 15 members and have to currently restrict voicemail access to a max 15.

    Peter supported this idea  · 

  6. Integrate/Include Email as a Supported Digital Channel in RingSense for CX

    9 votes

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    New  ·  1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Admin →
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    Peter commented  · 

    Would be a good addition

    Peter supported this idea  · 

  7. Transfer Conference Calls

    6 votes

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    Under Review  ·  1 comment  ·  Phone & Messaging  ·  Admin →
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    Peter supported this idea  · 

  8. Enable Admin Visibility of Call Forwarding Settings on Physical Desk Phones

    4 votes

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    New  ·  0 comments  ·  Phone & Messaging » Hardware  ·  Admin →
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    Peter supported this idea  · 

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

    126 votes

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    Under Review  ·  8 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Peter supported this idea  · 

  10. RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"

    11 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  11. View Ring CX Realtime dashboards in minutes and seconds.

    101 votes

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    Implemented  ·  7 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Peter supported this idea  · 

  12. Enhance Agent States

    67 votes

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

    Request is for the ability to have different ‘Agent States’ available for different ‘Agent Groups’. For example if we have two groups - sales and support, sales group could have a list of agent states, and support could have a separate list of agent states and so on, rather than just having one list for the entire organisation.