1349 results found
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RingCX bulk upload on phonebook
Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.
Creating global phone book entries in RingCX screenshots of options attached.
3 votes -
Improve the functionality of scheduled callbacks
Currently a scheduled callback is triggered regardless of whether an employee is available or not.
Example : Callback scheduled by a user at 4pm, all employees are online at this time, but the call is still triggered at the specified time, and the user is waiting on the queue.
This will improve the User Experience on this callback feature2 votes -
Nomenclature of outgoing call numbers
It is not possible to copy/paste numbers containing spaces for the numbering of outgoing calls. This is a time-consuming process for manually entering numbers or deleting spaces. This feature will optimize the processing time.
2 votes -
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
2 votes -
CXone Agent - Ability to view 'Coming Up' schedule events
Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown.…
2 votes -
Ability to Move Users Between Groups in RingCX
Current Behavior:
At present, when managing user groups in RingCX, a user must be manually deleted from one group before they can be added to another. This process is time-consuming and prone to errors, especially when handling multiple users.Requested Improvement:
Introduce a "Move" or "Drag and Drop" feature that allows admins to easily transfer a user from one group to another without having to delete and re-add them.2 votes -
Have an Supervisor close/disposition a chat via Supervisor Dashboard
As a supervisor "Supervisor Dashboard" I’ve got to have an option to end/close a chat so it removes completely from the operator’s “My messages” and frees the space for new chat.
1 vote -
Supervisor having the ability to Transfer the interactions under supervisor Dashboard
Under the Supervisor menu, chats cannot be transferred to a specific agent in a way that notifies the agent via the "My Messages" section.
Desired Behavior:
When a chat is reassigned to a specific agent via the Supervisor menu, the system should generate a notification under the agent’s "My Messages" to inform them that the chat has been routed to them.1 vote -
Performance Report
Ability to see the total hours the agent is logged in on the app or DND
2 votes -
RingCX Outbound SMS -- Cannot see messages until they are replied to
When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.
1 vote -
Company/Personal EX Contact Phonebook
I would like to suggest that we have the ability to access Company/Personal EX Phonebook in Ring CX, so calls come from the Contact Center number.
This would be useful for CX Agents as they do need to make outbound calls to Branches & Suppliers.
1 vote -
SPOG: Automatically set caller id
The Issue:
Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.Suggested Feature:
Make the system automatically pick the right caller ID based on the kind of call:If it’s a call from a RingCX queue, show the queue or company main number.
If it’s an internal call (extension…
2 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
18 votes -
RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
29 votes -
Remotely change Hours of Operation Branch Override in Nice InContact
In an emergency (i.e. fire alarm requiring a site evacuation) it would be useful to be able to set the Nice InContact Hours of Operation Emergency Branch Override remotely. That way Contact Center calls could be routed elsewhere during the emergency.
Even if it's a script created in a Studio that could be triggered by calling a number ?1 vote -
Creating Cases in RC that will go Directly to Incontact
Customers to have the option to create a case on RingCentral that will go directly to NICE Incontact side.
1 vote -
Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)
Description:
• Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.
However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.
Feature Request:
• We propose introducing a more appropriate default system state for these specific conditions (e.g.,…6 votes -
RingCX - More Detail on ACD Callback Unaccepted Metric
If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
Suggest to expand the Callback results to include more granular scenarios such as
"Inbound ACD Callback Unconfirmed CallerID"
"Inbound ACD Callback Duplicate Request"
This will allow contact centres to have a significantly better understanding if they are accurately…1 vote -
exclude specific area code in local connect
Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.
3 votes -
display extension
We would like the ability to have department and extension visible for the CID. There is currently only a max character count of 14 which wont fully allow for both extension and department to be displayed.
1 vote
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