294 results found
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RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded
Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.
1 vote -
RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
1 vote -
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
- THe reason is sometimes agents forgot to put the disposition after the call
1 vote -
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 -
Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)
Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.
1 vote -
Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.
When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.
It be nice to have the ability to set a greeting for this one.
1 vote -
RingCX - Ability to see customers who left a callbacks in queue
Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.
It would be better if there is dashboard to see right away customers who left a callback
1 vote -
RingCX Agent able to do a consultation to another RingCX Queue without active call
Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.
1 vote -
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 -
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
1 vote -
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 -
RingCX Active Window
This design enables agents to respond to calls swiftly and efficiently, significantly improving their call management capabilities while minimizing distractions from other applications or notifications. By streamlining this process, agents can focus on providing exceptional service without the risk of overlooking important communications.
1 vote -
RCX Ring Group option
The ring group option allows incoming calls to be directed to a team of agents, ensuring that they are answered by the agent who has been idle the longest. This method optimizes call handling efficiency by prioritizing agents who have been available the longest without taking a call.
1 vote -
Requeue alert/prompt message
If there is an option for an alert or prompt message with every requeue session the agent performs, it should include a stop or cancel option instead of allowing the agent to click requeue repeatedly.
1 vote -
I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search functi
I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search function only supports exact matches, which can limit efficiency and usability when locating contacts, conversations, or other relevant data.
To enhance the user experience and improve productivity, it would be extremely helpful if the search feature could support:
• Partial name searches (e.g., searching for “Johns” would return “Johnston” or “Johnson”)
• Partial number searches (e.g., searching for an area code if whole number is not known, currently number searches must be complete AND have the 1 in front)…1 vote -
busy
We have custom workflows for calls which are not answered. It would be good to allow calls to follow down the same route when BUSY on another call or on a TEAMS call. It makes no sense not to allow this when customer workflows are being used.
1 vote -
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to.
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to nor do they want to wear them all day long. It's strange that you can adjust it on the app, but it doesn't do a thing for Ring CX. Why don't they work together? I can have my direct calls ring through my speaker, but not the Ring CX calls? That makes no sense and no one can seem to find a solution.
2 votes -
Viewing Agent Email Responses in RingCX
At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.
Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:
A searchable log of outbound email replies
The ability to view the…
1 vote -
RCX Analytics Queue Service Level Rate includes Abandon (Long) and Inbound Deflected calls
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.
2 votes
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