1331 results found
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Update RingCX Agent for ALL Interaction Types
Currently, the RingCX agent only updates an agent's status when a voice interaction is received and not when a chat interaction is received.
When a chat interaction is received, the status of the Agent stays in "Available" even if the "Max number of concurrent interactions" setting is set to '1'.
This makes it difficult for Admins and Supervisors to accurately manage their agents, because this status does not change in the dashboards.
It would make sense to simplify the status changing in the CX agent for all interactions, when the agent is engaged.
46 votes -
Add filter for Holiday 'Queue is Open' System Alerts
Issue:
The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.Proposed Solution:
Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.87 votes -
Extension dialing between CX and EX
Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.
Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.
147 votes -
Last Agent Routing with Outbound Dialer
RingCX supports last agent routing only if a call has connected to an agent previously.
Request for a feature enhancement - include outbound dialer attempts in which a lead is calling back in after missing the call, and route to the last agent who called out to them utilizing the Route to Last Agent queue event.36 votes -
Quality of Service (QoS) Portal for RingCX Calls
Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.
68 votes -
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.,…119 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.13 votes -
Sync RingCentral Desktop Application With RingCX
RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.
Key Points:
1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.Presence Integration: Leverage the user presence feature to reflect an…
317 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
40 votes -
INTERCEPT
Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code
Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.
This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.
We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual…
48 votes -
Dispositions
Complete tally of all Dispositions per Agent. Please list all Dispositions in the Analytics>Historical Report>Standard>Dispositions>Agent Disposition. Currently, it is only showing the ones the agent is been using, we would like also to have the data of the ones the agent is not using.
12 votes -
Custom Time for DNC
We would like the ability to be able to disposition a number that gets added to the DNC list, but only for a certain amount of time.
For example, we place an OB call, and disposition it to go on the DNC list for 7 days. Once the 7days is up, the number can be called again.
The timer will help allow for us to not have to remove numbers manually from the DNC list.
8 votes -
View Ring CX Realtime dashboards in minutes and seconds.
Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.
Max Q, Avg Q etc.
99 votes -
Social Media Comment Threads - Lock Ability
The problem:
- We manage hundreds of social media channels.
- When we run competitions, posts often get thousands of comments.
- Most comments don’t need a reply — but sometimes a customer service–related question appears in the middle of the thread.
- If we completely ignore a comment thread, we could miss those occasional important queries.
The feature request:
Allow us to “lock” a thread when we don’t need to respond further, so that if a new comment is added later, it appears as a new, separate thread — making it easier to spot and respond to.
Why it matters:
Without this, we…
33 votes -
Feature Request: Granular Call Monitoring Permissions for Agent Role
Description:
Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.
Request:
We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.
Proposed Solution…
24 votes -
Transferring calls to RingEX Extensions via corporate directory
To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.
Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.
61 votes -
Audit log to show when things are requeued by an agent
Within digital interactions it is not clear when agents have requeued interactions when looking at thread audit logs. This needs to be clear for agent management.
Alongside this it is best practice to show which queue the interaction is in as large accounts such as ours have close to 100 queues to manage. Currently, all we can see is that the interaction has moved to 'triage queue' with no insight into which queue that is.
11 votes -
Requeue Shorcuts Searchable
When an agent goes to requeue a call they get a list of queues available. While there is a search field at the top to type in the name of the queue you are looking for it does not actually perform a search. The agent must scroll down through the list of queues find the one they are looking for. In order to improve agent efficiencies making this truly searchable would be greatly beneficial.
14 votes -
Post call status to remain the same as the pre-call status for the agents/supervisors
When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.
9 votes -
RingCX Transition Requeue Permissions from Agent to Queue Level
Currently, permissions for requeue and cross-queue requeue are managed at the agent level. We are requesting an enhancement to migrate these settings to the queue level.
This change would provide greater granularity by allowing us to define permissions based on the specific requirements of a queue. This would enable agents to requeue calls on certain queues while being restricted on others, which is essential for improving operational flexibility and security governance.
14 votes
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