1449 results found
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Forced logout or manual logout reporting
To have a report on whether an agent was forced to log out by a supervisor or system log out due to a network issue, or manually log out on their own.
4 votes -
Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)
Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.
While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.
Expected / Requested Enhancement:
Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound…2 votes -
Mark email that did not have an agent reply as "Solved" rather than "Ignored"
Whenever an agent solves an interaction without responding to the message, the interaction is being tagged as "Ignored". This cause confusion as the agent actually accepted the interaction but it just didn't require a reply thus the agent is marking them as solved. It should be tagged "Solved" or something else other than "Ignored"
12 votes -
Copying an alphanumeric value from Engage Digital should not automatically format it as a phone number or trigger click-to-dial functionalit
Copying alphanumeric values should preserve the original formatting and not trigger or apply click-to-dial behavior unless the value is a valid phone number.
9 votes -
Add ANI and Call Direction to “Engaged / Call Connected” Webhook Payloads
Short description of the issue:
Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.
Background / Context :
Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:• Turn the Balto application on when a call is engaged
• Begin recording and analyzing audio locally within Balto
• Turn Balto off when the call…1 vote -
Inbound Queue Callback - option to record caller's name
Add the ability to have the caller requesting a callback record their name.
This is needed for customers that may not have a direct phone number, and only a main company phone number.
Issue:
When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…15 votes -
Add team filter to “Real‑Time Digital” and “Real‑Time Agent” views
Supervisors currently cannot filter real‑time indicators by team in the “Real‑Time Digital” and “Real‑Time Agent” views. This limits operational monitoring and makes it difficult to analyze performance and workload at team level.
1 vote -
Additional Audit Log Information for Audio Library Tracking
have the ability to track who made changes in the Audio Library
1 vote -
Add the number of customers in queue to the Supervisor view
Add the number of customers in queue to the Supervisor view
Provide supervisors with a real‑time view of the number of customers currently waiting in each queue directly from the Supervisor interface.1 vote -
Configurable UI Header for Incoming Calls in SPOG
We have an opportunity to improve agent efficiency for bilingual (or other) accounts by reconfiguring the call-display hierarchy. Currently, the Caller ID dominates the interface, but for this client, the 'To:' field (Language Indicator) is the higher-priority data point. I propose we allow for a dynamic display toggle that allows the customer to elevate the 'To:' title to the primary position, ensuring agents can instantly identify the required language before even answering the call.
1 vote -
MS Dynamics - Auto Complete Phone Calls
With Microsoft Dynamics, phone calls are logged but are in an "Open" status by default. This skews reporting in Dynamics if an agent forgets to take the extra step of marking the call as complete. In a high volume or fast paced environment, agents may receive a another call right after dispositioning/wrapping up the previous call and forget to mark as complete later. If we can have a setting to enable or disable calls to auto-complete at the account level based on preference, that would help keep Dynamics reporting accurate and simplify the agent workflow
1 vote -
Mandatory Name and Related To fields on the RCCX for Salesforce
Make the Name and Related To fields on the RC widget on Salesforce mandatory
1 vote -
Delay in Forwarding Incoming calls
The customer would like to have the option to have a delay of at least 20 seconds before the call was forwarded to an external number
1 vote -
Interaction Summary Overview in Contact Card for Agents
Today, an agent can see the summary of each interaction. It would be highly valuable to agents if they could see at the top of the list of historical interactions a summary of the previous several interactions to see what's been talked about overall, without having to review every interaction. A paragraph summary including topics discussed will save agents a huge amount of time and improve customer satisfaction.
2 votes -
Write back Disposition and notes to RCX Contact Card
Write back Disposition and notes to RCX Contact Card
Enterprise Account ID: UID: 813377035
Feature Request Summary: Write back Disposition and notes to RCX Contact Card
Current Functionality: only support AI Summaries
Ideal Functionality: Write back Disposition and notes to RCX Contact Card
Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/viewBusiness Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries
5 votes -
ability to create a temporary greeting without changing the workflow
It would be helpful for our customers to have an option to setup a temporary greeting without creating a new workflow or adjusting their current workflow.
1 vote -
Callback Queues in Real time dashboard
The customer is requesting enhanced visibility for callback queues within the RingCX Real-Time Dashboard. Currently, while the Real-Time Inbound widget provides an overview of total queued interactions, it does not distinguish between active queued calls and callback-queued requests. As a result, both interaction types are grouped together, limiting the ability to accurately monitor callback activity in real time. The customer is specifically looking for a configurable widget or dashboard enhancement that allows callback-queued requests to be displayed separately from active calls, enabling clearer insights into queue distribution (e.g., distinguishing how many are active vs. callback requests at any given time).…
1 vote -
Improve English Automatic Transcription Accuracy in RingCX
Description
The current automatic transcription quality in English within RingCX is not accurate enough for operational use. Users frequently encounter incorrect or incomplete transcripts, which limits the usefulness of the feature in daily workflows.
Because of these inaccuracies, users often need to manually recreate tasks, notes, or summaries to save time—defeating the purpose of automated transcription. This reduces efficiency and impacts the overall user experience.
Request
We would like to request improvements to the automated transcription engine, specifically for RingCX, including:Higher accuracy in recognizing spoken English/French/Italien/Spanish/German (various accents, speeds, and environments)
Better handling of technical or domain-specific vocabulary
More…2 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.17 votes -
Auto answer management options separately for inbound and outbound calling
the customers would like to be able to manage answer mode in different ways depending on the direction :
have the ability to enable/disable inbound auto answer
in parallel have the ability to enable/disable outbound auto answerso even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling
the impact:
when receiving a call they should be able to manually answer (1 click)
when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…52 votes
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