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156 results found

  1. Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard

    Background:
    The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

    Request Summary:
    Develop a real-time dashboard within RingCX Analytics that displays:

    User State Monitoring:

    Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
    Displays which…

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    52 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Adjustment - Cancel call transfer Label

    Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):

    when making a transfer:
    put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,

    then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:

    in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
    "Cancel Transfer : EXtension xxxx" .

    17 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  4. Add wrap up time for RingCX auto-dialer calls (Campaign)

    Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).

    Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Voicemail Notification Emails for Voice Queues with Text Transcripts

    Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.

    10 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Improve Speed of Historical Reports

    One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…

    42 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
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  8. sort supervisor view by team

    When logging into RingCX and choosing the "Supervisor" tab on the left. If you manage multiple "teams" it would be nice to be able to sort them by their team instead of just the available options.

    4 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Delay in the event after "Single Play Audio"

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    …

    18 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Dark mode feature

    We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

    35 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Max Q Data in RingCX Custom Widget

    To have the option for Max Q under the Data tab in RingCX Custom Widget.

    2 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  12. RingCX AI Driven "How Can I help you" Chat

    AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.

    A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…

    3 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Historical Dashboard Report Schedule

    Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  14. dashboards data refresh time

    customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    59 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. RingCX Alerts Enhanced Functionality

    The current RingCX Admin Alerts would be even more powerful if they had the following enhancements

    *Condition to trigger once per occurrence or condition to trigger until event goes below level ____

    **In the Alert programming offering easy selection to add ANI detail for an abandoned call

    ***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction

    These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.

    7 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. In-Queue-Callback Number Restriction To Prevent Misuse

    The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    28 votes
    Future Consideration  ·  3 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

    18 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Integrate RingEX Personal Contacts to RingCX Directory

    The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. RingCX IVR press path report

    It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.

    7 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Add ability for Zendesk Widget To Search All Open Tickets

    When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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