1449 results found
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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 -
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.5 votes -
Add "call is being recorded" disclaimer for Inbound Queue call back
Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent
5 votes -
Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)
Title:
Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)Summary:
Requesting a RingCX feature that automatically pauses call recordings the moment an agent initiates payment collection, without relying on DTMF detection or manual agent actions.Details:
Currently, RingCX requires agents to manually pause the call recording when collecting customer credit/debit card information. This introduces human error and increases PCI compliance risk.In other platforms (e.g., Dialpad), recording can automatically stop during payment collection flows. The trigger comes from workflow context, not customer DTMF digits.
Issue:
RingCX does not have a trigger or system event that identifies when…5 votes -
Add “Average waiting Time” column to Real-time Agent view
Add a new column “Average waiting Time” in the Real-time Agent view.
This column should display, for each connected agent:The average waiting time of client
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)1 vote -
Enhanced Requeue Controls: Add Clear Option to Return to Caller Without Completing Transfer
Request: Improve the agent user experience in RingCX by providing a clearer, more intuitive option to cancel a requeue and return to the original caller before the transfer completes. While the current system allows this via the "Hangup" button and selecting "Cancel transfer," this functionality is not obvious to agents and leads to confusion and call handling issues. A dedicated "Cancel Requeue" or "Return to Caller" button during the transfer process would reduce errors, improve efficiency, and ensure agents can confidently manage live interactions without unintentionally abandoning the member.
15 votes -
An email address book in CX
It would be really useful to have an address book in CX to store email address. Our agents frequently forward on emails so without this, it slows them down.
4 votes -
Better visibility in reporting for when a customer disconnects from the chat interaction
Currently when a customer leaves a chat, the agent still has to end the chat and disposition. This inhibits the ability to provide client reporting or evidence this is not work avoidance behavior.
2 votes -
ability to transfer agent assignment in RingCx
Customers / admins should have the ability to reassign agent group assignment in RingCx. This would be more helpful since not all company have stable agents. Some are multi trained and being moved to different groups.
1 vote -
RingCX: Configure Custom Administrative Role for Granular Recording Access
The customer requires a custom administrative role within RingCX. This role should allow administrators to generate and view reports while strictly restricting access to call recordings. The objective is to assign this limited-access role to specific administrators to maintain privacy compliance without hindering reporting capabilities.
1 vote -
1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…9 votes -
Feature Request: Ability to Import data from another providers data after porting the phone number
Description:
currently there is no option to import data like Call history, SMS logs and other information from another providers database to RingCentral so that it can easily store the original data and keep it in the new SystemRequest: to have the ability to import the data that the phone number had with the original provider
Proposed Solution Features:
Add Import Call Log data or SMS History
Benefits:
It can allow easy access to the old data for the recently ported number and can be easily retrieved for use in reporting and tracking1 vote -
Integrate Salesforce within the RC App
The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.
SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.
20 votes -
Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date
When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.
If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.
Hence, the agent and queue details should be cleared off after the date they are deleted from the portal
12 votes -
When logging out of RCX or refreshing: digital tasks are immediately sent back to the queue.
When logging out of RCX or refreshing: mails in task mode assigned to an agent move to the Inbox instead of being kept on the task mode. the idea is to "keep" digital tasks assigned for a certain time with the same agent even if he refreshes the browser or disconnect from RingCX.
7 votes -
RingCX Default as outbound caller ID
It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.
3 votes -
Allow extension dialing within RingCX SPOG
Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"
When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.
What we want is the ability to dial a RingEX extension…
3 votes -
MMS
Enable RingCX users to send or receive MMS messages directly within the platform.
4 votes -
Interaction Search
Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.
4 votes -
Separate voicemail box per user on multi site
Customer wants to have an option per user to have a separate voicemail box per site they're part of to easily check where the voicemail comes from.
1 vote
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