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  1. In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Ability to fast forward or rewind while listening to call recordings in RingCX

    4 votes

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  3. Allow something similar to the pickup groups from EX. We want the ability for supervisors to pickup when all agents are busy with other calls and be able to see calls in queue to pick them up. Our use case is to set a call queue event based on a time during the day where calls can overflow if all agents are busy so supervisors can step in.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one

    9 votes

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  5. Currently, The RingCX Analytics Custom Historical Report Metrics in Column is limited to only 40. Requesting this to be more that 40.

    1 vote

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  6. Currently, the Queue Service Level Rate computation is (SLA Passed,0)/SLA Qualified. Requesting to have a Queue Service Level Rate Metric that will include Abandon (Long) and Inbound Deflected calls.

    1 vote

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  7. Currently in RingCX, we dont have the ability to do call parking, unlike in RingEX does.

    This is beneficial for ringcx to have to have this feature to ensure efficiency within businesses.

    1 vote

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  8. Customer would like to request a notification for agents to track their accumulated break time and lunch time, both when on and off break

    1 vote

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  9. Have the ability to customize the data mapping within Hubspot call log fields.

    1 vote

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  10. RingCX Emails should be coming in the queue in time order or in date

    1 vote

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  11. With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.

    1 vote

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  12. Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.

    Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.

    6 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  13. Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call. Customer states that being able to monitor calls is how they train new employees, but they do not want new employees to have the above functions.

    They want to have the ability to restrict the supervisor functions to Monitor calls only.

    2 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without…

    2 votes

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  15. Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. ADD A LEFT VOICEMAIL OPTION TO THE STATUS QUE WHEN A CALL ENDS

    1 vote

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  17. Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    44 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  18. Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM

    4 votes

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  19. 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

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  20. Currently, call logs in RingCX unable to relate to Order in SFDC

    steps:
    1. When clicking the "relate to" in rcx softphone.
    2. search an order and hit enter. No results found

    It would be nice to have this feature be added specially for companies that uses Orders in the salesforce.

    1 vote

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