221 results found
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Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
Attachment limit increase
Increase the attachment limit for the customer and their clients to attach files more than MB
2 votes -
Commitment option for manual outbound calls.
When doing an outbound call to follow-up with a contact, there should be a commitment option to fully delay the call. This should be assigned specifically to the person that set it up and be add on your schedule. Also, remind you to follow up with the contact at the appropriate time that was chosen. It can be edited, reschedule, or cancel a commitment.
2 votes -
Make Agent Assist features easier to access
The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)
9 votes -
Allow RingCentral App to Place RingCX Calls on Hold
During a RingCX call using the RC app, putting the call on hold doesn't function correctly. The other party can still hear the audio when the hold feature is activated from the RC app.
Allow the RingCentral App to effectively place RingCX calls on hold.
2 votes -
Allow for custom key-mapping/binding of call control to desktop keyboard
Allow for the customization of keyboard shortcuts when dialing. This could be for all outbound dialing modes but emphasis for this request is specific to HCI "clicker" agents.
2 votes -
RingCX Custom Role for Admins (Assign Queues)
Customer wants to have an option to select queues in Custom Role assigned to their Admins for reporting or Real-time Dashboard access and not all of the queues
2 votes -
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow t
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow the same behavior as live calls. This would provide a more intuitive and consistent experience for customers.
2 votes -
schedule forward all calls
Ability to schedule multiple entries on Froward All Calls option for the Phone.
1 vote -
Customize Transition Tones
We would like the ability to customize the Agent 'TRANSITION' state to an audio file from the audio library.
2 votes -
Email reply positioning
For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?
2 votes -
Ability to use Logitech vibe buttons on the headset to hang up and pick calls for RingCx calls.
Ability to use Logitech Vibe headset buttons to answer, mute, and end calls for RingCx calls.
1 vote -
Defining "Other'" Category in RingCX Historical Reports and Historical Dashboards
In RingCX, the "Other" category might encompass the following scenarios:
Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
Undefined Outcomes: Calls that ended without a clear interaction disposition.
This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.…
2 votes -
Change Color Associated with Engaged State
On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.
2 votes -
Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
Feature Title: Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics
Category: Analytics & Reporting
Affected Component: RingSense → Coaching → Scorecard → LeaderboardCurrent Limitation
• The Leaderboard only reflects average scores derived from manually scored Scorecards.
• AI-pre-filled Scorecards with Yes/No response types are excluded from Leaderboard metrics, leading to incomplete performance tracking for organizations relying on AI Scoring.Proposed Enhancement
- Incorporate AI-Pre-Filled Scorecards in Leaderboard Metrics:
• Allow AI-pre-filled Scorecards (e.g., with Yes/No response types) to contribute to Leaderboard metrics, including:
Average Score per User
Number of Scorecards per User- Adapt Calculation Methods for Yes/No Response Types:
•…
4 votes -
agents seeing how many waiting in queue
Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs
2 votes -
Feature Request: Rules Engine for RingCX
Feature Name: Rules Engine for RingCX
Description: Customers using RingCX would like the ability to create and manage rules that automate actions based on specific conditions.
This includes features such as:
• Ignoring or categorizing content based on predefined criteria.
• Changing language settings automatically.
• Updating interaction priority dynamically.
• Distributing cases across categories using weighted percentages.
• Applying conditional logic to automate routing and content management.Use Case:
This feature would allow customers to enhance automation within RingCX by defining rules that streamline interaction handling, improve agent efficiency, and enhance response prioritization.
Currently, this is only available in…2 votes -
Logs that will show why the agents were logged out from the RingCX portal
The customer would like to have logs that will show why the agents were logged out from the RingCX portal.
3 votes -
Ability to move an existing agent in RingCX from one group to another.
When a new agent is created, they are assigned to a specific group. Admins should have the ability to move agents to a different group if needed.
2 votes -
Agent level digital signature modification capability
Add signature modification ability to Agent UI or a separate Agent-oriented "My settings" screen with administrative flag to enable and disable the option for the agent to modify the signature.
8 votes
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