1363 results found
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Feature Request – Persistent RingCX Session Across Page Reloads and Tabs
Issue Description:
• Currently, users are required to log in again when they reload the page or open a new tab in RingCX. Additionally, in Salesforce, users must repeatedly select their RingCX account and voice connection options (integrated softphone, RingCentral Office phone, or external phone) every time they switch tabs or refresh the page.Customer Impact:
• Users experience frequent login prompts, disrupting workflow efficiency.
• Increases frustration when handling multiple customer interactions in Salesforce.
• Impacts productivity, as agents must reconfigure their voice connection multiple times.Requested Enhancement:
• Implement persistent session handling so that users remain logged in…9 votes -
Logging into Multiple RingCX Platforms
RingCX user (agent or supervisor) needs to be logged into both the RingCX Web Application and the RingCX Salesforce CTI Widget simultaneously. The goal is to support multi-platform workflows, such as managing calls in Salesforce while using reporting or advanced features in the full web app.
3 votes -
caller id
It would be extremely beneficial for contact name to be displayed in RingCX when a contact has been saved. While the phone number is displayed, it would be helpful for agents to know who the caller is before the call is disconnected. This helps them to mentally prepare and is crucial to certain scenarios.
6 votes -
Answer Call From Queue Agent is Not Enabled For
We would like the ability for agents to answer a call from a queue that the agent or supervisor is currently not enabled to receive calls from. We have two main use cases:
1) Support teams are organized by geographic region of the country. Support teams only have the voice queue enabled for the area of the country they serve (provide support for), but we let support teams view what is happening in other queues for call volume. If the team for Region A is receiving many calls leading to extended wait times, we'd like for agents on team that…
2 votes -
Combined Voice and Digital Interactions Handled in RingCX Analytics
In the Agent Activity report, when the filter is set to all channels, the Interactions Handled metric does not include the digital interactions handled. When the filter is set to voice channels only, the interactions handled are the same as when the filter is set to all channels. And when the filter is set to channels only, Interactions Handled and Acceptance Rate are blank.
To check the actual digital interactions handled by agents, one must go to Digital Analytics > Activity tracking > Conversations activity.
It would be a great feature to have a report that can show all interactions…
3 votes -
Ability to Share a Ring CX Live Dashboard to Remote Team
Add the ability for a CX supervisor to create a shareable, live, team dashboard for remote agents. Possibly the ability for them to view it in the Stats tab. Currently, you can only share a dashboard with another supervisor or use a pop out for in-person viewing on a separate screen/monitor. I would like the ability for my team to see each other and if their coworkers are on the queue, their status, call volume, etc. along with the queue info. We just started with Ring Central, and this issue is very important.
6 votes -
Allow RingCentral App to Place RingCX Calls on Hold
During a RingCX call using the RC app, putting the call on hold doesn't function correctly. The other party can still hear the audio when the hold feature is activated from the RC app.
Allow the RingCentral App to effectively place RingCX calls on hold.
6 votes -
Ability to Move Users Between Groups in RingCX
Current Behavior:
At present, when managing user groups in RingCX, a user must be manually deleted from one group before they can be added to another. This process is time-consuming and prone to errors, especially when handling multiple users.Requested Improvement:
Introduce a "Move" or "Drag and Drop" feature that allows admins to easily transfer a user from one group to another without having to delete and re-add them.5 votes -
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
Description:
• We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).
Current Behavior:
• RingCX allows custom audio and announcements to be played for queued callers.
• There is also a feature to announce the caller’s current position in the queue.
Requested Enhancement:
• The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger…
5 votes -
Overall Platform Intuitiveness and Team Adoption
Client Feedback on Current Setup:
- The platform is not intuitive for their team, particularly compared to Gmail
- Significant training and manual effort required to manage workflows
- Difficult to gain team adoption due to lack of visibility and increased overheadRequest
- More intuitive UI/UX
- Fewer clicks to perform routine actions (assignment, visibility, filtering)
- A faster learning curve for new agents3 votes -
Flexibility in Assigning and Managing Email Communications
Current Setup:
- No role-based restriction available for view-only access to digital queues
- Email Assignment via automatic routing or manual assignment by SupervisorsRequest:
- Viewing permissions and view email communications without being assigned or able to respond
- Visibility into email threads by all agents without compromising interaction ownership
- Auto-assignment by time-slot or agent shift3 votesWe currently have a very permissive system, where all agents can view and act on all channels.
Are you asking for the ability to simply leave the visibility, but remove the ability to engage (change ownership) or reply to the customers from the All messages mode for all channels?
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Enhanced Caller ID feature
To have an Enhanced Caller ID feature that will allow up to 32 characters, display the reason for the call, display an enhanced caller information (branded Imagery), customised content for end-users, custom text, and spoof protection.
5 votes -
Dashboard outbound manula
We’d like to submit a feature request for the ability to create a RingCX Live Dashboard that displays manual outbound calls performed by individual users or teams.
Currently, the available real-time dashboards focus on campaign-based outbound activity, which doesn't capture manual outbound interactions. The customer is looking for real-time visibility into manual outbound calls—similar to what’s available in the Interaction Detail Report, but presented in a live dashboard format.
This feature would help improve monitoring and team performance tracking for manual call workflows. Please consider this request for future enhancement.
5 votes -
Feature Request: Option to Remove uiicall1 Column from RingCX Survey Report
Description:
Currently, the uiicall1 column in the Survey Input section of the RingCX survey report is mandatory and cannot be removed. Some customers have requested the ability to customize the report layout, including the option to remove this column if it is not relevant to their reporting needs.Proposed Feature:
Allow users to optionally hide or remove the uiicall1 column from the survey report.
Ensure that removing the column does not affect report functionality or data integrity.
Include an admin setting or report customization option for this purpose.
Business Justification:
Providing this flexibility will improve the usability of RingCX survey…1 vote -
RingCX Outbound SMS -- Cannot see messages until they are replied to
When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.
6 votes -
Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Subject: Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Description:
Currently, RingCX Analytics provides token-based access for Realtime Dashboards, enabling secure external display. However, this functionality is not available for Historical Reports, which limits the ability to securely and selectively share historical data with authorized users.Use Case / Business Impact:
Organizations need access to historical RingCX data to generate reports and analyze trends.
Without token-based access, exporting historical reports requires manual CSV/XLS downloads or scheduled email/FTP deliveries, increasing operational overhead and delaying reporting.
Token-based access would allow only specific users to view these reports, preventing unrestricted access…
1 vote -
Agent rank
get Ring CX Agent Rank enabled at the Account level. Currently the platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower…1 vote -
Agent Ranking for RIngCX
Ring CX Agent Rank enabled at the Account level. Currently. The platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower rank.1 vote -
RingCX allows you to pick up calls on the dashboard manually
It would be helpful if RingCX allowed users to manually pick up or recover calls not progressing on the dashboard.
5 votes -
Schedule Operations (Proficiency Level Updates, Queue Assignments)
NICE CXOne has a Workforce Intelligence module that allows you to schedule various items including assigning or removing skills from an agent, setting agent proficiency levels, etc.
We would like this same functionality in RingCX. Use case:
We have queues set up for different geographical locations of the country. A small group of agents are assigned to each geographic queue. At the start and end of the business day, call volume into certain geographic queues drops off sharply, but we still need agent staffing in all queues. We then reassign agents, so they are part of all queues. Example: there…3 votes
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