1180 results found
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Last Agent Routing with Digital Queues
We have last agent routing for Voice Queues, but it would be very helpful to have this for digital queues as well. Example:
A customer responds to an email thread a couple of days later, but the original agent had closed the interaction due to lack of response or the interaction had timed out. Since the original agent had been working the email thread directly, we should have the option to attempt to route the interaction to them first.2 votes -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
7 votes -
Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…11 votes -
Enhance Agent States
Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.62 votes -
automatic bi-directional real-time voice translation
We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.
This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.
Business Impact
- Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
- Increase Efficiency: Eliminates the need for manual translation or external interpreters.
- Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
- Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.Suggested Functionality
- Translate voice conversations in real time (both directions).
-…1 vote -
RingCX historical real-time report discrepancy alignment
Go Auto Insurance (UID: 63121724012) requires improved alignment between RingCX Real-Time Dashboard analytics and Historical Reports for 'Presented,' 'Answered,' and 'Abandoned' call metrics. While a 1:1 match isn't feasible due to underlying system differences, we request enhancements to better approximate real-time data or provide clearer reconciliation methods for key discrepancies like 'Calls Answered,' to ensure consistent and reliable call center performance reporting.
5 votes -
Have AI Summaries and Transcriptions show in plain text on RingCX Analytics instead of a URL
Currently the AI Summaries and transcriptions are showing on the reports in the form of URLs. Some customers would want to have this in plain text for it to be easier to extract from the reports as well as easily visible in activity logs when using RingCX embedded agent applications.
3 votes -
Remember Agent Selected Voice and Digital Queues at Next Login Checkbox
I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.
For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.
Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next…
19 votes -
Persistent Login for RingCX Salesforce Agent
Feature Request: Persistent Login for RingCX Salesforce Agent
Description:
The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.Current Behavior:
Users must log in again after navigating to a different tab or application.
This causes delays and frustration.
Proposed Enhancement:Maintain login sessions while users switch tabs or applications.
Keep authentication valid for the duration of the Salesforce session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.12 votes -
Over all counts for all the leads
I have 10,000 leads in a list.
I want to see overall counts for that list, specifically:
How many are finalized.
How many are still open.
For the open leads, a breakdown by call attempts.Example:
10,000 leads loaded
5,000 still open
2,500 dialed 2 times
1,500 dialed 3 times
1,000 dialed 4 times3 votes -
Agent Whisper
The ability for a bot or supervisor to put a message into a chat for only an agent to see.
Our main use case for this would be to put a conversation summary at the end of a bot conversation in a whisper that only the agent will see this allows us to use language/abbreviations the agent will be able to understand that the customer wouldn't.
This will also allow for supervisors to prompt or direct agents without directly interrupting them from the chat.
3 votes -
AI follow-up emails in RingSense CX
"Follow-Up" option in RingSense is missing Ringsense. This feature is only available for RingSense for Sales and not for RingSense for RingCX. Customer would like to request this as a feature they can use.
8 votes -
option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call t
An option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call to a user on the REX system?
2 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
dashboard ring no answer
Call which have not been answered by an agent and which trigger the RNA state appear multiple times on the Supervisor Dashboard until they are actually routed to an agent. Whilst logically, this makes sense it does not make for an easy interpretation. Can we show such calls as one single call/interaction within the dshaboard.
3 votes -
able to remove duplicates found in this list and existing list
In RingCX, when uploading lead list, we can only select either remove duplicates found in this list or existing list.
It would be better if we can do both as this is tidious for us since we have to remove the duplicate in the list first in other platform before uploading it in the ringcx again.
5 votes -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
12 votes -
Make Call Transcription Links Read-Only in Salesforce
Requesting a feature that allows RingSense AI transcription and summary links added to Salesforce cases via the RingCX integration to be stored in a read-only/uneditable field.
Business Need:
Currently, agents can modify or delete the transcription link in Salesforce, which may result in lost access to critical call recordings and AI-generated summaries. Ensuring the transcription link is immutable preserves data integrity and ensures that all team members can reliably access the original AI call records.Benefits:
Maintains consistent access to AI-generated transcriptions and summaries.
Prevents accidental deletion or modification by agents.
Supports compliance, audit, and quality assurance processes.
Ensures historical…
2 votes -
Allow Callback Requests to Include Country Code
Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.
Business Need:
Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.Benefits:
Ensures international clients can successfully request callbacks.
Improves accuracy and efficiency of callback routing.
Reduces manual handling or missed return…
2 votes -
More Flexible and Customizable Agent Status Options
Requesting the ability to create and manage custom agent states beyond the default RingCentral options. The current predefined states are too rigid and don’t always reflect the real activities or availability of teams.
By allowing the base state to align more closely with custom statuses, workforce management and reporting accuracy would significantly improve.
This would enable:
Teams to define custom states (e.g., “After-Call Work,” “Training,” “Break – Coverage,” “System Tasks”) that will reflect on the real-time and historical dashboards and reports.Mapping of these custom states to RingCentral’s base presence states for analytics and queue logic.
- More accurate visibility into…
2 votes
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