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18 results found

  1. Request for Call Queue Visualization Tool

    2 votes

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    Under Review  ·  1 comment  ·  Phone & Messaging » Application  ·  Admin →
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    Keith commented  · 

    I 100% agree with this. Call routing based on longest idle time is confusing to our agents because there is no visibility of the idle time. They can see status time, which despite our best efforts to educate, still causes confusion. We need more options on how calls are routed, and we need better visibility on why they are routed. If routing is based on idle time, then there has to be a way to see the idle time.

    Keith supported this idea  · 

  2. Ability to route the call to the call queue member who has answered the fewest calls.

    2 votes

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    New  ·  0 comments  ·  Phone & Messaging » Call Queues  ·  Admin →
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    Keith supported this idea  · 

  3. New routing option for call queues that moves down a list of agents without referencing an idle timer.

    8 votes

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

  4. Route Calls to the Agent With the Longest Time in AVAILABLE State

    2 votes

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

    I 100% agree with this. Routing based on the longest idle time is confusing for our agents. There needs to be an option to have it based on longest available status.

    Keith supported this idea  · 

  5. Round Robin - Call Queue Setting

    9 votes

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    New  ·  2 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Keith supported this idea  · 

  6. Add Rotational setup for call queue

    28 votes

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    9 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Keith commented  · 

    Seems like this should be a basic call center capability, and should be added.

  7. Longest Idle Call Queue Fix

    60 votes

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    Under Review  ·  8 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Keith supported this idea  · 

  8. Internal call recording per user disable feature for automatic call recording

    25 votes

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    Under Review  ·  3 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Keith commented  · 

    There are situations where calls transferred to our Claims department are being recorded. We've tried many different settings, but it is still happening. We need a way to ensure that calls to certain users or departments are never recorded.

    Keith supported this idea  · 

  9. Enable Requeue Cancelation or Recovery When Transfer Fails

    5 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Keith supported this idea  · 

  10. Enhanced Requeue Controls: Add Clear Option to Return to Caller Without Completing Transfer

    5 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Keith supported this idea  · 

  11. When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.

    37 votes

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    New  ·  3 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Keith commented  · 

    This is also an issue for us.

    Keith supported this idea  · 

  12. ability to create template for updating presence key - cisco phones

    7 votes

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    Under Review  ·  1 comment  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Keith commented  · 

    It makes no sense that RingCentral would sell Cisco phones that are not fully supported on their system. Had we known this, we might have picked a non-Cisco device.

    Keith supported this idea  · 

  13. Cancelling a requeued call

    42 votes

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    Under Review  ·  7 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Keith supported this idea  · 

  14. requeue

    7 votes

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    New  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Keith supported this idea  · 

  15. Add filter for Holiday 'Queue is Open' System Alerts

    84 votes

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    New  ·  8 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Keith supported this idea  · 

  16. Extension dialing between CX and EX

    135 votes

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    Future Consideration  ·  24 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Keith supported this idea  · 

  17. call offers for the longest wait time

    218 votes

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    Under Review  ·  13 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Keith supported this idea  · 

  18. INTERCEPT

    41 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Keith supported this idea  ·