RingCX

RingCentral RingCX is a cloud contact center. Connect each client’s RingCX account, and Neo agents can report on it and make the changes your tickets ask for, such as logging out a stuck agent or giving an agent a queue. RingCX is a different product from the RingCentral phone system (RingEX). The RingCentral integration covers users, extensions, call queues and call logs of the phone system; this integration covers the contact center. An account that has both connects each one.

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What Neo can do with RingCX

• Read queue and agent statistics for a period: calls offered, answered and abandoned, wait times, service level, talk and wrap-up time
• Read who is logged in now and in which state (available, on a call, away, wrap-up), how long they have been in it, and each queue’s calls waiting and staffing
• Read each call leg of a period, one call’s history, the agent’s and the AI’s summary of a call, and its transcript
• Read and change agent groups and agents, their skill profiles and queue access, and log out an agent
• Read and change queues: who answers each, dispositions, schedules and queue events
• Read and change outbound dial groups, campaigns and leads, and the do-not-call list
• Read cloud routes, tracking numbers, phone numbers and where each rings, admin users and the admin audit log

You connect one RingCX account per client, and Neo calls only the account of the ticket’s client. Your own contact center is the connection on your own company. Neo does not download recordings or audio files, upload files, or start a live media stream. See RingCX API for the permission groups.

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Next steps