1448 results found
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Paging in RCX
Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.
6 votes -
Make the Knowledge Base for Agent Assist available on demand
Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.
13 votes -
Ability to Set Skill Weight/Proficiency
Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:
- Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
- Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
- Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).
17 votes -
Ability to Send RingCX Queue Calls to Voicemail When Declined
Description:
In RingCX, agents currently do not have the ability to send inbound queue calls directly to voicemail when declining or ignoring the call.Current Behavior:
Direct extension calls behave like RingEX and can be declined to route to personal voicemail.
However, inbound queue calls cannot be sent to voicemail.
When an agent declines a queue call, it triggers RONA (Ring No Answer) and the call is routed to the next available agent in the queue.Limitation:
There is no option for agents to redirect a queue call to voicemail upon decline. This limits flexibility for handling situations where agents…1 vote -
View RingCX Dashboards in Softphone-Client
It should be possible to display the created dashboards from Analytics directly in the client, preferably via an additional selection, so that the website does not have to be open in parallel for the display.
12 votes -
RCX | Blinking Alert when a call is waiting in queue
Have an ability in Real time dashboard to set up like a blinking alert when a call is waiting in a queue for more than the SLA that is set up.
2 votes -
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Use Case: This will allow agents to categorize interactions more effectively with:
Notes (text field)
Disposition (drop-down)
Category 1 (drop-down)
Category 2 (drop-down)
10 votes -
Add RNA as a configurable Wallboard/RT Dashboard Metric
We would like the ability to configure a routing rule using calls categorized as RNAs.
For example, we are attempting to separate out calls that were abandoned (by caller) but also routed to an agent that did not answer resulting in an RNA.
This would help understand, in real time, customers that may need to be called back due to an agent missing a legitimate client call.
1 vote -
Hide EX Caller IDs when logged in to CX
CX users have the EX dialpad populating when selecting the dialpad. This is creating a discrepancy with their CX functionality and reporting of outbound calls. The call detail is capturing in their EX history instead of in their CX history, and the associated reporting in CX is not capturing the details. Desired functionality is that if the user is in CX mode, the only dialpad that will populate is the CX dialpad. Seems this is occurring when disposition window is open and dial pad is selected, and/or if disposition is not selected and subsequent outbound call is attempted.
2 votes -
Thumbs up on agent assist suggestions
In agent assist, when the agent is given a suggestion to answer the client's question, if they click on the thumbs up or thumbs down button, there should be a way for that informaiton to go to a business owner to review and make updates to content. This would be vital to maintaining the knowledge base and for governance purposes.
3 votes -
Dedicated call recording prompt for inbound and outbound calling
Dedicated call recording prompt for inbound and outbound calling. Currently, the account settings does not allow you to change the prompt only for inbound or outbound calls only. Please give us the option to set a separate prompt for inbound and outbound calls.
1 vote -
Allow Hiding Metrics on a Historical Report
Ability to hide a metric on a report. For example, I use 2 metrics to calculate a custom metric, but I don't want those visible on the finished report.
7 votes -
Allow digital interaction notifications (email/chat) to queue in the background instead of blocking the screen
When a new digital interaction (email or chat) arrives, the current pop‑up takes over the entire interface and prevents the agent from continuing any active work until the notification is accepted or declined.
Instead of forcing the pop‑up to appear in the center of the screen and dimming the entire UI, provide a way for new digital interaction notifications to queue in the background. This would allow agents to continue whatever they’re working on without interruption, while still keeping the new interactions visible and accessible.
The value in adding this is it improves working efficiency, reduces interruptions, and aligns with…
2 votes -
Ability to Block Incoming International Calls by Country or Area Code in RingCX
Description:
We would like to request a feature in RingCX that allows administrators to block incoming calls based on country or area code, rather than manually adding individual numbers.Current Behavior:
At present, the only available method to block unwanted calls is through Blocked ANI, which requires manually entering each phone number. This approach is not scalable, especially when dealing with high volumes of international spam or unwanted calls from multiple numbers within the same country or region.Requested Enhancement:
Introduce a configuration option within RingCX (e.g., under Channels > Blocked ANI) that allows:Blocking calls by country code (e.g.,…
2 votes -
RingCX bulk upload on phonebook
Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.
Creating global phone book entries in RingCX screenshots of options attached.
19 votes -
generate number of call on each direct number of call queue
on the call queue, we have 2 direct numbers, we want to generate a report like how many number of calls came in on each of those direct number, because only option here is for the whole call queue.
1 vote -
requeue
Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.
8 votes -
Add Audio Settings (Noise Suppression) to RingCX Browser Version
Customers have reported persistent background noise during calls when using the RingCX browser version. Unlike the desktop app, the browser version lacks audio settings such as noise suppression. Implementing audio controls and noise reduction features in the RingCX browser client would enhance call clarity and overall user experience.
9 votes -
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
1 vote -
RingCX Admin Custom Role Limitations
Description:
Currently, custom roles created by one admin cannot be viewed or modified by another admin. This creates a limitation in user management and poses a risk for future scalability and role maintenance.Requested Enhancement:
Enable all admins to view, edit, and manage custom roles created within the account, regardless of which admin originally created them.6 votes
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