1447 results found
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Route Calls to the Agent With the Longest Time in AVAILABLE State
Issue Summary:
Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.Current Behavior:
RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.Expected Behavior:
RingCX should route calls to the agent who has been in the AVAILABLE state the longest.Troubleshooting Performed:
Reviewed “Agent State Change Raw”…
5 votes -
Recycling Leads / Nurture Campaigns
Recycling Leads / Nurture Campaigns
We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.
It is…
5 votes -
Robo calls and Spam caller detection
This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.
3 votes -
RCX - Realtime Dashboard Access
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, regardless if they are just an Agent or an Admin.
12 votes -
6 votes
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Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Y
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Yealink T54) correctly resolve names from the RingCentral Company Directory.
3 votes -
User greeting in RingCX Agent.
Ability to personalize the greeting before answering the call per agent user.
33 votes -
Screen Calling for Outbound Dialer
Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant
Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.
8 votes -
Add Agent Capacity Profiles to manage concurrent async and real-time workloads
Description:
In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.
Pain Point:
Without agent capacity control:Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.
Supervisors cannot reserve a portion of agent availability for…
3 votes -
Chat invitation message criteria in in messaging targeting rules
add a condition criteria in messaging targeting rule for when the chat invitation message was declined
2 votes -
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.
26 votesThis issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.
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- Susan reports they are receiving inappropriate chat - The wanted to confirm if its the same person that is pretending to be a 30 different
- They are receiving inappropriate chat
- The wanted to confirm if its the same person that is pretending to be a 30 different people
- That chat is being received in their Chat Channel
2 votes -
automatically detect RoboCalls
Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List
10 votes -
Transcriptions for voicemail email notifications in RingCX
Current Behavior:
When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.Requested Enhancement:
Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.
Important Clarification:
This request is not related to the Queue Voicemail Channel feature.…
3 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
25 votes -
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
12 votes -
Prevent an agent from requeing into a queue with no available agents
Prevent an agent from requeing into a queue with no available agents. This helps ensuring no calls are accidentally sent to a queue with no one available to pick up the phone.
2 votes -
base state
Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".
Currently, there are the Base States of:
Available
On Break
Away
Lunch
Break
Training
WorkingThe added custom states fall under one of those categories.
Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.
11 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
25 votes -
Feature Request – Distinct “Invalid Number” Result for Manual Outbound Calls
Description:
Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.
Business Impact:
Agents and managers cannot accurately track list quality or outbound performance.
Invalid numbers are not flagged for clean-up, reducing operational efficiency.
Reporting and analytics on manual outbound campaigns are incomplete.
Requested Feature:
Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.
Ensure this result is visible in historical reports, dashboards, and exported data.
(Optional) Include this disposition…
3 votes
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