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Settings and activity

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  1. have duration for agent state and select an agent state in advance after a call.

    10 votes

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

  2. Sync RingCentral App status with RingCX SPOG status

    9 votes

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    Future Consideration  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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  3. Calls should return with specific reasons such as invalid, rejected, blocked, and declined

    9 votes

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    Under Review  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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  4. INTERCEPT

    68 votes

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    Under Review  ·  2 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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  5. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

    37 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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  6. Dashboard for agents and supervisors in RingCX

    85 votes

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    Under Review  ·  12 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  7. Transferring calls to RingEX Extensions via corporate directory

    63 votes

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    Needs More Information  ·  5 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  8. Wrap Time / After Contact Work

    166 votes

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    Future Consideration  ·  22 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris commented  · 

    This is a huge FAIL for a Call Center application. Agents need to be able to pick up calls when they are ready regardless of the wrap time. They also need a way to put themselves into another state. Not to mention, Post Call state set to Available it is confusing. Make a new state called Wrap Time and then put the agent back in Available after that. And while they are in wrap time let them change their state to ANY other states they have access to. Ridiculous.

  9. Enhance Agent States

    67 votes

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    Implemented  ·  4 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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  10. Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)

    3 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  11. Retrieve calls count from RingCX with specific time range

    2 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  12. RingCX Analytics: "Today" button in filtering time in historical reports.

    7 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  13. RingCX Analytics: Report to Track Supervisor Updates to User Availability States

    5 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  14. Agent acceptance rate in Inbound Queue Overview report

    2 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  15. Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.

    6 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  16. Agent dashboards

    5 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  17. RingCX historical real-time report discrepancy alignment

    7 votes

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

    Can someone elaborate on why there are system differences that make Real Time and Historical reports not match? I can't trust any of the historical reports at this point. None of the math works out. Simple call center numbers ... Presented, Answered, Abandons, Deflected. The Real Time report isn't buildable in Historical reports?!?!

    Chris supported this idea  · 

  18. RingCX Report showing Agent Rank in Certain queues

    4 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  19. RCX RT Dashboard to Show Individual Caller Hold/Wait Time

    12 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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  20. View RingCX Dashboards in Softphone-Client

    12 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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