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1. Sync RingCentral Desktop Application With RingCX

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   Planned  ·  16 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Gregory supported this idea  ·  Dec 26, 2024

2. Position in Queue, Estimated wait time, and Call queue caller call back feature

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   38 comments  ·  Phone & Messaging » Call Queues  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminCrystal Fabroa (Social Media Specialist, RingCentral) responded

   The Position in Queue, Estimated Wait Time, and Callback features are now available — helping reduce missed calls and improving customer experience by allowing callers to press 1 for a callback while keeping their place in line. 🙌

   
   

   This feature is enabled for Ultra and Ultimate packages across all RC and Partner brands.

   
   

   Learn more here:

   Managing greetings, wait messages, and music settings for call queues.

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   Gregory commented  ·  Nov 25, 2024  ·  Edit…  ·  Delete…

   CX needs the ability to play the callers place in the queue ("you are the 12th caller") at any point while a caller is in a queue on hold and waiting for an agent. They should then get the option to continue waiting, have an agent call them back when an agent is next available, or schedule a call back for another time/day. This is VERY typical behavior for contact centers and has become expected by callers.

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   Gregory supported this idea  ·  Nov 25, 2024