1180 results found
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AI Response Assistance in RingCX for Digital Interactions
Makes a suggestion or pre-populates the sentence the agent is formulating when the agent is typing on a digital interaction
2 votesFor the messaging channels that use the chat bubbles, we have auto-suggest that uses entries from the reply assistant.
It does require to pre-populate these entries in the Admin.
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Automate Chat Queue Availability Based on Business Hours
Problem:
Agents must manually log in/out and select/deselect the chat queue to control availability. This creates inefficiency, increases the risk of error, and disrupts their voice queue workflow.Solution / Feature Request:
Add an automated scheduling option for chat queues, similar to voice business hours, that allows:Routing chat messages only during defined business hours (e.g., Mon–Fri, 7 a.m.–5 p.m.).
Holding messages sent outside these hours (weekends, after-hours) until business hours resume.
Eliminating the need for agents to manually adjust chat queue selection.
Impact:
Ensures customer messages are handled promptly and consistently.
Reduces agent workload and login complexity.
Prevents disruption…
1 vote -
Outbound Call Prefix feature for Call Queues.
When a call from a Call Queue connects to a user extension and is then forwarded to a mobile number, the prefix would allow the recipient to easily identify that the call originated from the Call Queue.
0 votes -
Digital E-mail Address/Phone Number in Historical Reporting
Although you can create a report in Historical Analytics that returns all the Digital Interactions over a period of time, no identifying information is available that allows you to know what the interaction was.
For example, with voice calls, the report includes the customer's DDI of the phone call, allowing you to go and search for the voice call that the voice interaction is referring. However, this is not available for Digital messages like E-mail, Live Chat, and WhatsApp, even though that date is available to Ring Central.
It is therefore possible to retrieve a report of all the digital…
3 votes -
ability to edit website for RingCX
ability to edit website for RingCX
when we launch a website in digital, we should have the ability to edit the size of the chat boxes1 vote -
RCX | Call Recording URL link should be segmented and not duplicate links
Currently in RingCX Analytics, if a call has multiple segments, the Call Recording URL field displays a link for each segment; however, all the links are duplicates. When you open any of the links, it points to the same recording.
The goal is to have a separate recording URL for each segment, rather than duplicate links.
Attached is an example file: the first call has 5 segments, but the recording URL for each segment is identical.
1 vote -
Make Phone Numbers Assigned to RingCX Voice Queues Searchable When Making or Transferring Calls
The customer requests that phone numbers assigned to RingCX voice queues be searchable by queue name in the corporate directory. This would allow agents to easily find and select the appropriate queue when making or transferring calls, instead of manually entering the number.
2 votes -
Display ANI Location (City and State) in RingCX Real-Time Dashboard
Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.
2 votes -
Manual Call Recording for Manual Outbound Calls
All 140 Agents that place Manual Outbound Calls in RingCX need the ability to decide when/if they record their calls. If they do choose to record the call, they want to be able to drop a Audio File that will play to the customer that the call is being recorded (this is currently not supported with Manual Outbound Calls but is possible with the Dialer).
1 vote -
RingCX Agent: Ability to Modify Voice Connection Options for Agents
Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.
This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.
1 vote -
Allow Uploading Audio Files from Workflow Studio
When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.
I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.
3 votes -
Tracking Deflected Calls
All deflected calls to be presented on the dashboard with details of calls (driver name and telephone number)
Feature request - Feature modification of existing abandoned campaign mapping to fit the ask3 votes -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
3 votes -
Able to customize the header of the columns | Custom Columns on the RingCX Analytics page
Wanted to be able to customize the names of the columns on the RingCX Analytics page. To be able to edit the names of the columns or allow the customers to be able to change the label of the columns on their RingCX analytics page
1 vote -
RingCX Post Call Survey Recording
We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.
2 votes -
Admin Digital Exports - Fields and Scheduled Reports
When logged into RingCX Admin and going to Digital and then Exports, it would be great if there's a way to save customized fields, so I don't have to change it every time I want to export information. Also, it would be great if I could schedule it to send these reports automatically, so I don't have to request it manually each time.
1 vote -
Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)
Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.
3 votes -
Add integration for the RingSense for RingCX icon within the RingCentral app interface
Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI. Acceptance Criteria: RingSense for RingCX icon is visible within the RingCentral app UI. Icon links to or opens RingSense for RingCX features. Placement is consistent with existing design standards. Available for users with appropriate permissions.
3 votes -
Auto-populate the Disposition name to the Subject in Email templates for call disposition
Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.
This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
List Loader with Hubspot & RingCX
Similar to the Salesforce List Loader tool, it would be really helpful to have this for Hubspot to eliminate the need to build APIs to load leads into RingCX.
1 vote
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