809 results found
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Remove or disable the Callbacks and Scripts tabs using the SPOG Application
Remove or disable the Callbacks and Scripts tabs using the SPOG Application
3 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.15 votes -
Ability to control the start and end times for Callbacks generated from Inbound Queues
Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.
8 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
45 votes -
CX Agents is on the line and another EX call comes in
Current scenario:
An agent is currently on a call via CX.
Another call comes in via EX.
This call is routed to the agent as a duplicate call.At present, agent roles allow EX calls to be forwarded to voicemail.
I consider this to be very impractical and inadequate.The following solution would be the best option and is strongly requested by my client:
An agent is currently on a call regarding CX.
Another call regarding EX comes in.
The second call should be detected and forwarded to the forwarding destination set up on the extension.
It should be possible…7 votes -
RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.
RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.
5 votes -
Ability to pause recording on transfer to queues that have call recording disabled
Current Behavior: Call recording persists uninterrupted after a call is transferred to any destination.
Requested Behavior: Automatically stop or pause call recording the moment a call is transferred to a call queue that has recording disabled.
Justification: Ensures data privacy and compliance standards are maintained automatically without relying on manual agent intervention.
8 votes -
Dispositions
Complete tally of all Dispositions per Agent. Please list all Dispositions in the Analytics>Historical Report>Standard>Dispositions>Agent Disposition. Currently, it is only showing the ones the agent is been using, we would like also to have the data of the ones the agent is not using.
14 votes -
Hold timer ringback
Request to add the following feature, "Hold Timer Ringback"
Feature that automatically rings the agent’s phone or forces the call to pop back into an active state after a set duration defined in the admin portal.
8 votes -
Feature Request: Scheduled Callbacks for Voice Queue Dispositions
Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions
Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists
Feature Request:
Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.
The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.
Requested notification and dialing options:
• Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be…
5 votes -
Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard
I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.
There is currently no way to back-up/restore a realtime dashboard/wallboard.
Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)
Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.
9 votes -
Require Notes for Disposition Needed for Digital Queues
In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:
Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition
Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.
However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.
The customer would like to have the same functionality available for Digital…
3 votes -
Transcript URL in Historical Reports
The ability to make Transcript URL links in Historical Reports clickable, similar to the functionality currently available in the Historical Dashboard. At present, transcript URLs in Historical Reports are displayed as plain text.
When accessing the Historical Dashboard > Standard > Interactions Overview > scroll down to “Interaction Summary, Transcript and Recording”. The customer can see the "Transcript URL" as a link.
But when going to Historical Reports > Standard > Search for "Transcript" > Select any of the 2 reporting > The "Transcript URL" is not showing as a link.
5 votes -
Ability for agents to manually schedule a callback for a customer without using dialer
Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.9 votes -
Custom Time for DNC
We would like the ability to be able to disposition a number that gets added to the DNC list, but only for a certain amount of time.
For example, we place an OB call, and disposition it to go on the DNC list for 7 days. Once the 7days is up, the number can be called again.
The timer will help allow for us to not have to remove numbers manually from the DNC list.
9 votes -
Native Mass Email Campaigns / Broadcasts
Description:
Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.Use Case:
Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.Business Value:
Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party…9 votes -
Admins do not have access to users' AI notes or transcripts.
current limitation with AI notes and transcripts is that, while we store them securely and do not share them externally, Admins do not have access to users' AI notes or transcripts.
8 votes -
RCX | API for Workflow Custom Fields Retrieval
Problem Statement:
Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.
For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes…
4 votes -
Overriding Wrap Up ACD State
Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.
2 votes -
Agent DND state
True, do not disturb state where agents can place themselves in, and even transferred calls are not possible to be delivered to them.
7 votes
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