1077 results found
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RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page
Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:
- Account + below
or
- Account w/o below
- Agents + below
- Campaigns + below
- Phone Numbers + below
- Utilities + below
- Voice Inbound + below
- Workflow + below
This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…
13 votes -
Dashboard view modification
Please add an option to hide the extra part at the bottom for the real-time dashboard.
22 votes -
RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls
Hello RingCentral Developer Team,
Good day.
I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.
Background:
The customer operates in a mixed environment where agents are assigned to both:Predictive Dialer campaigns
Inbound queues
At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these…
2 votes -
RingCX Call Details "Call Termination by Agent or Caller"
It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting
54 votes -
audio settings
In the web based RingCX app/site, there are no settings at all, of any kind, and none to change audio devices being used. When I login to the site, my bluetooth headset I use for calls on Teams turns on as though I've entered a call software environment, but there is no settings gear anywhere in the website at all - very strange...
1 vote -
Retain Deskphone Pairing While Using RingCX in the RingCentral App
Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.
Problem Description
In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:
Logging into RingCX disables Deskphone Pairing with no warning or…
1 vote -
Google Chrome, Mozilla...context menu "Start call with RingCentral"
During my daily work, I noticed a potential improvement in the Google Chrome context menu that could significantly enhance our efficiency.
Currently, when right-clicking on a phone number in the browser, a context menu appears. It would be extremely helpful if this menu included an option such as:
➡️ "Start call with RingCentral"Objective:
This feature would allow users to initiate calls directly from the browser using RingCentral, eliminating the need to manually copy and paste numbers into the app. It would noticeably streamline workflows—especially in sales or customer service.Use Case Example:
When visiting websites such as car dealership…1 vote -
Display of phone numbers displayed during callbacks issued from queues
Expose end users to their support phone number (which they just called) during callbacks issued from queues instead of a phone number that is unknown to them and which they will therefore not pick up.
This way, callbacks issued at the end of the queue are more likely to be answered by end users.
1 vote -
Ability to flag and tag calls in real-time for review later
As a supervisor when monitoring a call the ability to tag the call for review. As an agent being able to flag a call for review later.
1 vote -
On Hook Mode WITH "hot" connection always on
On Hook Mode WITH "hot" connection always on.
Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.
Currently:
If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).…5 votes -
End Call Tone (RingCX/Salesforce)
When a call ends within the Salesforce integration, it would be great to have some sort of tone play that notifies the user the call has ended. This is great for instances where the customer hangs up while we have them on hold, preparing the representative for the next call instead of being surprised when a new call comes in.
6 votes -
RingCX Voice Queue Priority and Agent Rank
Have RingCX Voice Queue Priority and Agent Rank work at the same time. RingCX Tier 3 mentioned "Pretty sure i'ts not going to work regardless of who is assigned to what queues. They can't use queue priority and agent rank together" this does not make any sense as queue priority and agent ranks have different purpose.
1 vote -
The limitations of CX Historical Reports only allows one filter to be used instead of filtering per row
The limitations of CX Historical Reports include the inability to apply multiple filters per row, as only a single global filter can be used. Additionally, there is no option to extract custom fields report directly from the agent script.
It would be a significant improvement if these capabilities were enhanced to allow more granular filtering and better access to custom script data.
1 vote -
Display User Extension Number When Transferring From RingCX To RingEX
Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.
Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.
15 votes -
Dismiss "To start your agent session, connect to RingCX" on keypad
Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.
2 votes -
agents seeing how many waiting in queue
Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs
3 votes -
RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage
Problem:
• Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.Current Behavior:
• RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
Routing options are limited to static configurations based on time, IVR selections, or specific call…5 votes -
First Call Resolution report
Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.
1 vote -
Robust Realtime Native Guidance/Analysis (Agent Assist)
- Agent Assist check list of required speaking points for every call
- Unique check list options for each ACD skill
- Required items to be addressed on every interaction by agent, checked off when complete
- Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
- Flag to supervisor when check list items not completed during interaction – alert
- Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
- Enhance this with smart prompts that are similar to the original dynamic trigger provided…
12 votes -
Make Agent Assist features easier to access
The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)
10 votes
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