1665 results found

1. Option to disable Call Recording for internal interactions

   • It would be great if we can have the option to disable Call Recordings for internal interaction/calls
   •This would help with the account's recording threshold
   • Currently, Call Recordings settings is limited to :
   -Recording on Transfer
   -Agent segment recording

   17 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  2 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Track and report on agents' geo-location

   For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX

   4 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Restore Historical Dashboard Report Scheduling

   Product:
   RingCX – Historical Dashboard / Analytics

   Request:
   Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

   Current Behavior:
   The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

   Expected Behavior:
   Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

   Suggested Scheduling Options:

   Daily
   Weekly
   Monthly
   Selected days of the week
   Configurable time and timezone
   Recipient email addresses
   Report format, where applicable
   Ability to enable, edit, pause, or remove an existing schedule

   Business Impact:
   The Historical Dashboard is frequently used by supervisors, managers, and administrators to monitor contact center performance and share operational metrics with stakeholders.

   Without scheduling functionality, users must manually access the Historical Dashboard, generate the required report, and distribute the information. This adds repetitive administrative work and makes it more difficult to provide consistent daily or weekly reporting.

   Restoring the Schedule option would allow organizations to automate recurring operational reports and ensure that supervisors and management receive the required information without manual intervention.

   Use Case:
   A contact center manager needs to receive a Historical Dashboard report every morning containing the previous day's agent and contact center performance metrics.

   With scheduling enabled, the manager could configure the report once and have it automatically generated and delivered at the desired time each day.

   Requested Enhancement:
   Restore the Historical Dashboard Report Schedule functionality and provide a scheduling interface comparable to the scheduling capability available for other RingCX reporting features.

   Product:
   RingCX – Historical Dashboard / Analytics

   Request:
   Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

   Current Behavior:
   The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

   Expected Behavior:
   Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

   Suggested Scheduling Options:

   Daily
   Weekly
   Monthly
   Selected days of the week
   Configurable time and timezone
   Recipient email addresses… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Realtime & historical analytics  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Allow multiple dispositions per interaction

   The customer would like to know if more than one agent disposition can be recorded against a single voice interaction. Based on RingCentral's own support documentation, our understanding is that RingCX currently supports exactly one agent disposition per interaction, entered via the RingCX agent interface (standalone or embedded in the RingCentral app). We'd like to confirm two things:

   1. Is it currently possible — natively, or via any supported configuration — to record more than one agent disposition on the same voice interaction? If not, is multi-disposition support on the public roadmap?

   2. If multiple dispositions per interaction isn't supported, what does RingCentral recommend for capturing a secondary outcome on the same call?

   The customer would like to know if more than one agent disposition can be recorded against a single voice interaction. Based on RingCentral's own support documentation, our understanding is that RingCX currently supports exactly one agent disposition per interaction, entered via the RingCX agent interface (standalone or embedded in the RingCentral app). We'd like to confirm two things:

   1. Is it currently possible — natively, or via any supported configuration — to record more than one agent disposition on the same voice interaction? If not, is multi-disposition support on the public roadmap?

   2. If multiple dispositions per interaction isn't supported, what does… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. change button shape and placement

   Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.

   It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.

   Please see case 28193631 for further information along with a video.

   24 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Needs More Information  ·  3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options

   The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.

   •  

   •  

   •  

   45 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Digital Routing "Longest Idle" should not treat an agent actively on a voice call as more idle than a truly available agent

   When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.

   The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp both when they start and when they finish.

   This creates an inconsistency: an agent who is currently on an active voice call still shows an old "last activity" timestamp from before the call began, making them look like they've been idle longer than they actually have. Meanwhile, an agent who just finished a digital interaction is marked as recently active. As a result, the routing engine can select the agent who is busy on a voice call over an agent who is genuinely free, simply because the busy agent's stale timestamp makes them appear to be the "longest idle" option.

   Requested enhancement — either of the following would address this:

   Update the idle/recency timestamp for voice interactions when the interaction begins (not only when it ends), so it reflects real-time availability the same way digital interactions already do; or
   Provide an admin-configurable setting, at the account or queue level, for how "idle" is measured for routing purposes — for example: recency across all channels combined, channel-specific recency, or excluding any agent currently engaged in any interaction from being considered "idle" at all, regardless of timestamp.

   This would prevent new digital interactions from being routed to agents who are actively on a call while other agents are genuinely available, improving routing accuracy and customer response times in queues where concurrent voice and digital interaction handling is enabled.

   When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.

   The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Support Salesforce Record Lookup by ExternalID for RingCX Campaigns

   Feature Summary:
   Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

   Business Need:
   Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

   Many customers already use a unique ExternalID field to identify records within their campaigns. Allowing RingCX to use this field for record matching would eliminate ambiguity and improve the agent experience.

   Current Behavior:

   RingCX searches Salesforce records using the phone number.
   When multiple records share the same phone number, agents are prompted to choose the correct Salesforce record.
   The lookup field cannot be changed.

   Requested Enhancement:

   Allow administrators to configure the Salesforce lookup field for RingCX campaigns.
   Support Salesforce ExternalID (or another administrator-selected unique field) as the primary lookup key.
   Maintain phone number lookup as the default behavior for backward compatibility.
   If the configured lookup field does not return a match, optionally allow a fallback to phone number matching.

   Expected Benefits:

   Eliminates unnecessary record selection prompts for agents.
   Improves agent productivity and call efficiency.
   Reduces the risk of associating interactions with the wrong Salesforce record.
   Supports organizations with duplicate phone numbers while leveraging unique identifiers already present in Salesforce.
   Provides greater flexibility for customers with custom Salesforce data models.

   Customer Impact:
   The customer relies on Salesforce ExternalID values to uniquely identify records within RingCX campaigns. Because multiple records can legitimately share the same phone number, the current lookup behavior interrupts the agent workflow and requires manual record selection. Supporting ExternalID-based lookups would streamline their process and improve overall efficiency.

   Feature Summary:
   Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

   Business Need:
   Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

   Many customers already use a unique… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

   Dear RingCentral Product Team,

   I would like to formally request a feature enhancement for RingCentral’s web applications.

   Feature Request:
   Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

   • app.ringcentral.com

   • ringcx.ringcentral.com

   • engage.ringcentral.com

   • All associated subdomains

   Business Use Case:

   Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

   This can result in:

   • RNA/ Missed calls, messages, or notifications

   • Disruption to workflows

   • Reduced productivity, particularly in browser-centric or VDI environments

   Proposed Enhancement:

   • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

   S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

   • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

   • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

   Benefits:

   • Reliable session persistence for browser-based users

   • Reduced dependency on desktop apps in restricted environments

   • Better support for enterprise, contact center, and shift-based workflows

   Dear RingCentral Product Team,

   I would like to formally request a feature enhancement for RingCentral’s web applications.

   Feature Request:
   Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

   • app.ringcentral.com

   • ringcx.ringcentral.com

   • engage.ringcentral.com

   • All associated subdomains

   Business Use Case:

   Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

   … more

   9 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. RingCX Audio Library - Ability to Override Existing Audio Files in RingCX Audio Library

    Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library

    We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.

    Current Behavior:
    When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.

    Proposed Enhancement:
    Introduce a clear option to override (replace) an existing audio file, such as:

    • A “Replace File” or “Overwrite” option during upload
    • A confirmation prompt before replacing the existing file
    • Automatic versioning (e.g., retaining a history of previous versions)
    • Clear indicators showing the current active version

    Expected Benefit:
    - Simplifies audio management and reduces duplication
    - Ensures only the intended audio file is used in IVR flows
    - Improves clarity and control when updating prompts
    - Helps prevent accidental use of outdated audio versions
    - If a file is currently being used in an IVR, there is no need to manually update the IVR configuration, as the system will retain the existing reference and automatically reflect the updated audio

    This enhancement would significantly improve efficiency and usability when managing frequently updated or multilingual audio prompts.

    Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library

    We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.

    Current Behavior:
    When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.

    Proposed Enhancement:
    Introduce a clear option to override (replace) an existing audio file, such as:

    • A “Replace File” or “Overwrite” option… more
    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Preserve Agents’ extension as Caller ID for Internal Calls

    When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.

    16 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Planned  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Ability to Move or Reposition Admin Users in RingCX Admin

    Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.

    15 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  2 comments  ·  Admin experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Add a column of Call_Results__c in Ring Central for Salesforce

    I would like to add a column of CallResults_c in Ring Central for Salesforce, I need add that field in that box up to the notes or the best place available.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. hashtag # in RCX (IVRs and queue events)

    customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.

    46 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  3 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Need a native feature equivalent to Amazon Connect’s flow resumption capability

    This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.

    Key summary points:

    The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.

    The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.

    The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using third-party PCI-compliant payment gateways, or consulting external specialists.

    The Ask: Build this feature natively, or publish official documentation if a technical workaround already exists.

    This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.

    Key summary points:

    The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.

    The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.

    The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. MSFT Teams + RCX Integration

    An integration into MSFT Teams for RCX as a contact center

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Google Chat as inbound channel for help desk use case

    We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
    End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
    This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
    https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
    https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
    https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
    https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view

    13 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating
    Under Review  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    This is not a common channel in CCaaS space, we'll need to gather interest on this

18. Update agent state

    Current Behavior:

    When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."

    Expected Behavior:

    The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.

    Business Value:

    Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain sufficient staffing levels and reducing unnecessary idle time.

    Reduced Call Handling Delays – Prevents agents from remaining stuck in "Pending-Disp", allowing them to receive the next call sooner.

    Better Queue Performance – Helps maintain the appropriate number of available agents, which can reduce customer wait times and improve service levels.

    Better Customer Experience – Keeping more agents available can help reduce queue wait times and potential abandoned calls.

    Current Behavior:

    When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."

    Expected Behavior:

    The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.

    Business Value:

    Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Engage Digital -Ability to change the language settings in the user interface

    Currently you can only change the language from the admin but not on the user interface

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Prevent Unexpected Session Interruptions when accessing voicemail notification links

    Feature Request: Prevent Unexpected Session Interruptions

    Please enhance session handling to prevent active agent sessions from being unexpectedly interrupted when accessing voicemail links. Interruptions can disrupt ongoing work, cause agents to lose progress or context, and result in an inconsistent user experience.

    Ideally, sessions should remain active while work is in progress or provide a clear warning and recovery mechanism before timing out. This enhancement would help agents complete tasks more reliably and provide users with a smoother experience.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating