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30 results found

  1. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    44 votes

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    Implemented  ·  3 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon commented  · 

    We are still experiencing status reverting to default status if a call is made while in an unavailable state. Has this been implemented across the board?

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    Shannon commented  · 

    Agreed! Status reverts back to the INITIAL status, which is assigned at the agent settings level. The manually selected status should override Initial status once the agent is logged in, or at least allow that to be an option. Reason: if an agents initial status is Available, but they are in a Training status for 8hrs, and happen to make a call or receive an internal call, they should not revert back to Available on the queue. Their chosen status should override.

    Shannon supported this idea  · 

  2. Credit card & PPI info

    7 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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    Shannon supported this idea  · 

  3. Remove "Create Group Text" as the default

    8 votes

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    New  ·  1 comment  ·  Phone & Messaging » SMS/Text  ·  Admin →
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    Shannon supported this idea  · 

  4. Option to Disable Group SMS

    18 votes

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

  5. Ability to change Group Text default

    7 votes

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    Under Review  ·  2 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Shannon supported this idea  · 

  6. Disable that "Create group text" Checkbox On a Given Role

    4 votes

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    New  ·  0 comments  ·  Phone & Messaging » SMS/Text  ·  Admin →
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    Shannon supported this idea  · 

  7. Use Company Main Number as caller ID for texting from all extension for all users.

    61 votes

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    New  ·  13 comments  ·  Phone & Messaging » SMS/Text  ·  Admin →
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    Shannon supported this idea  · 

  8. Add time based variable to holiday configuration

    64 votes

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    Future Consideration  ·  17 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Shannon supported this idea  · 

  9. when you mark an idea as “already exists” in ideas.ringcentral.com please link to a guide or add some instruction for the solution

    4 votes

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

  10. SPOG Application: The option to manually accept callback request calls when they are routed to the agent.

    12 votes

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    Planned  ·  5 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon supported this idea  · 

  11. RingCX Audit Log Feature – Agent Status

    10 votes

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    New  ·  3 comments  ·  RingCX » Admin experience  ·  Admin →
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    Shannon supported this idea  · 
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    Shannon commented  · 

    We would like to have a more inclusive audit log or analytics report to identify if an agent manually changed their own queue status, if it was changed by someone else (a supervisor), or if it was updated automatically by system status timeout, disconnection, etc.

  12. Ability to remove/delete implicit teams within RIngSense

    13 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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    Shannon supported this idea  · 

  13. RingSense: Pull in/Filter Calls based on Duration

    58 votes

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    4 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Implemented  ·  Sushant Hiray responded

    This feature is now live for all RingSense customers. As a RingSense user, you can define minimum duration rules in your duration filters. This is also available as part of your profile settings.

    Key benefits of this feature include:

    • Custom thresholds: Customers can define minimum call duration rules
    • Cleaner data: Automatically hides short calls (e.g., voicemails, misdials) below the threshold
    • Business impact: Streamlines analysis by focusing only on meaningful customer interactions

    Please take a look at the attached screenshot for instructions on setting up the minimum duration threshold on your account

    Shannon supported this idea  · 

  14. Export scorecard data

    42 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  ·  Sushant Hiray responded

    Thank you so much for your valuable feedback. I'm pleased to announce that we've now released this feature.

    We've released the following new reports:

    • Scorecard report - Shows how agents are performing on scorecards. Use it to spot trends, identify where agents are struggling, and turn scoring data into coaching opportunities. (part of this feature request)
    • Saved views report - Generates a report based on a saved view from your Interactions page. Use it to download interaction info for review, performance monitoring, or sharing.
    • Development plan report - Tracks how many development plans are created and shared, and with which agents. Use it to monitor coaching activity and consistency over time.
    • Users export report - Generates a roster of users with details like managers, roles, and license assignments. Use it for audits, access reviews, and keeping external records up to date.

    Additionally, you can now schedule reports with the following…

    Shannon supported this idea  · 

  15. Mute In-Call Voice Notifications for Call Recording & Transcripts On

    88 votes

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    Planned  ·  17 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant)  ·  Admin →
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    Shannon supported this idea  · 

  16. RingSense Trackers and Tags being customized per department/team or user.

    18 votes

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    1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant)  ·  Admin →
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    Planned  ·  Sushant Hiray responded

    Thank you for your feedback! We’re happy to share that this feature is planned and will be available to your account by the end of this quarter.

    We appreciate your patience and continued support as we work to bring this enhancement to you soon.

    Shannon supported this idea  · 

  17. Pop-up window for incoming calls

    22 votes

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    New  ·  8 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » Accessibility  ·  Admin →
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    Shannon supported this idea  · 

  18. Separate Outbound Calling Announcement

    25 votes

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    Under Review  ·  2 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Shannon supported this idea  · 

  19. transfer

    69 votes

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    Under Review  ·  2 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Shannon supported this idea  · 

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

    130 votes

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