1575 results found
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RingCX Analytics Platform
Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.
11 votes -
Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.
Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.
Requested Enhancement: Upgrade RingCX Phonebook…
7 votes -
Audit Log improvements
FEATURE REQUEST. In the Audit log, update the User ID and Element ID to be dropdowns to select the specific admin, queue or campaigns. Element already has some of these dropdowns. Or alternately, add the info icon to explain what needs to be included in those field.
Also the ability to export the audit log for easier review.
1 vote -
automatic bi-directional real-time voice translation
We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.
This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.
Business Impact
- Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
- Increase Efficiency: Eliminates the need for manual translation or external interpreters.
- Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
- Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.Suggested Functionality
- Translate voice conversations in real time (both directions).
-…3 votes -
RingCX / Disposition visibility in conversations
In Engage Digital, when an agent closed a chat and selected a Post-Qualification, the value was displayed directly under each conversation bubble, providing immediate visual context.
In RingCX, agents correctly select a Disposition when closing a chat, but this information is no longer visible in the conversation view.1 vote -
Expose “Team” field in exports and statistics in RingCX
The Team field is correctly configured and populated at agent level in RingCX.
This field is a key structuring attribute used to:Distinguish different contact centers
Identify multiple teams within the same contact centerIt is essential for operational reporting and performance analysis.
1 vote -
Include Dispositions in “All Categories” field in conversation exports
In RingCX, Dispositions have replaced Post-Qualifications previously used in Engage Digital.
With Engage Digital, Post-Qualification values were correctly included in conversation/thread exports via the “All Categories” field.
The selected Disposition by agent should appear in the “All Categories” field, exactly as Post-Qualifications did previously in Engage Digital.1 vote -
External Agent ID missing from agent export files (CSV / Excel) and reporting
The External Agent ID field is correctly configured and populated in agent profiles within RingCX Admin, but it is not included in agent export files (CSV / Excel).
This prevents the use of exported agent data for downstream systems and reporting.1 vote -
agent login state desktop visibility
Currently when the RC Desktop App is running minimized, the taskbar icon does not show whether or not a user is logged in the the RCX agent pane, and there is no automatic login when starting the Desktop App or after e.g. a disconnect of the LAN/WAN connection.
While the Desktop App itself is doing a regular reconnect, the agent pane is not, so it will be helpful if the user would be able to tell from the taskbar icon whether he is still logged in as an agent.
There have been similar ideas regarding the taskbar icon for better…
1 vote -
Incoming CNAM for Canada
Incoming caller ID within Canada only shows phone number and location but not caller name (CNAM) it would be good to have the CNAM displayed.
2 votes -
Improve clarity of callback messaging in RingCX
When a customer calls in and selects a callback, if they choose to be called back at a different number than the one they called in from the default message is "Please enter the 10 digit number beginning with the area code where you would like us to call you back." After the caller has entered the number there is a brief period of silence, (several seconds) which can lead someone to believe the call has disconnected. While you can hit # after the number has been entered to immediately have the system read the number back to you, this…
2 votes -
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 -
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 -
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-…53 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 -
Increase Historical Report Capacity
RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.
8 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
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