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17 results found

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

    106 votes

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

    Upvote

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

    4 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    Multiple requests for this issue.

    This is critical. Agents have to hang up completely with the caller and call them back. So inefficient when they should be able to just cancel the requeue.

    Jorell supported this idea  · 

  3. Caller ID Persistence for Requeued Calls

    2 votes

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    Needs More Information  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    Why was this marked as "needs more information"?

    If agent A is making a call to agent B, it should not matter if Agent A was on a call from a queue or anyone else
    Agent B should see Agent A is calling. Instead it just looks like they're getting a call from the queue. They see the ANI of the inbound caller.

    Jorell supported this idea  · 

  4. Enable Requeue Cancelation or Recovery When Transfer Fails

    4 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    Critical. Multiple requests about requeue cancellation on this website, this is so inefficient.

    Jorell supported this idea  · 

  5. Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX

    2 votes

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    New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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  6. RingCX Admin Custom Role Limitations

    2 votes

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    New  ·  1 comment  ·  RingCX » Admin experience  ·  Admin →
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    Jorell commented  · 

    Please add this feature it seems so obvious.

    Now I have to communicate any changes to the custom roles I create with all of my technicians.

    Everyone has their own copy of the same role which is inefficient and surely will eventually lead to some misconfiguration issues.

    When I search for roles, I should be able to see Global/Account-level roles which all admins can choose and assign and then my own custom roles separately, if needed.

    Jorell supported this idea  · 

  7. RingCX Admin - Add the ability to select a range of agents with Shift+Click

    1 vote

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    New  ·  0 comments  ·  RingCX » Admin experience  ·  Admin →
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    Jorell shared this idea  · 

  8. RingCX - Display User Extension Number When Transferring to RingCX OR RingEX

    1 vote

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    New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell shared this idea  · 

  9. An option to hide or disable the ability to transfer calls to a RingEX number or extension within the RingCX platform

    2 votes

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    New  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    Critical for us, there is no reason a person at our company would need to transfer a call center call to an employee who is not in the call center.

    If someone is on a call which came from an CX Voice queue, they should lose the ability to transfer a call to a corporate extension.

    Simultaneously, that person should still be able to call the corporate extension directly if they are not on a CX call.

    Jorell supported this idea  · 

  10. Display User Extension Number When Transferring From RingCX To RingEX

    19 votes

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    Planned  ·  4 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    Yes

    Jorell supported this idea  · 

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

    13 votes

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

    We've experienced this as well

    Jorell supported this idea  · 

  12. Sync RingCentral Desktop Application With RingCX

    290 votes

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    Planned  ·  24 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    No-brainer

    Jorell supported this idea  · 

  13. Ability to Move or Reposition Admin Users in RingCX Admin

    11 votes

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    New  ·  2 comments  ·  RingCX » Admin experience  ·  Admin →
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    Jorell commented  · 

    This nested hierarchy makes it so that our administrators cannot all share Analytics dashboards with each other

    If I add a user as CX administrator, they will only see the other admins I added in the dropdown for who to "Send Current Dashboard"

    If our Help Desk technician adds someone as administrator, that user will not see ANY of the admins I added in that dropdown.

    As a result, everyone is editing the dashboards themselves, which defeats the purpose of the dashboard sharing function

    That would all be solved if we could simply move child admins to whichever parent we want

    Jorell supported this idea  · 

  14. Cancelling a requeued call

    34 votes

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

    Please add this

  15. INTERCEPT

    38 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    This is pretty important from an admin pov
    In Analytics, all we can see is "outbound intercept" for the reason a call drops, I can't do anything with that information than to tell my end users "oh well it is what it is"
    I understand RingCentral engineers have access to see the SIP status of each of those calls. Even just those simple error codes could make it so I can help my end users more accurately.

    Jorell supported this idea  · 

  16. Extension dialing between CX and EX

    130 votes

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    Future Consideration  ·  24 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    Upvote

    Jorell supported this idea  · 

  17. Block RingCentral App (EX) Calls While Agent Is on RingCX Call

    5 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jorell commented  · 

    This would be huge

    The RingEX corporate extensions cannot be hidden when CX agents are looking for someone to transfer to. They see both the CX Agent and their RingEX extension
    Our users are sending the calls to RingEX instead of keeping it in RingCX

    The problem is RingEX doesn't care if an agent is already on a call from a CX Voice queue, so an agent's EX extensions starts ringing while already on a CX call, causing a missed call.

    Jorell supported this idea  ·