1264 results found
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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 -
Hubspot List Loader
For ease of lead management, looking to get a List Loader tool for Hubspot similar to the one available for Salesforce: https://support.ringcentral.com/article-v2/uploading-and-managing-salesforce-leads-in-ringcx-with-lead-list-loader.html?brand=RingCentral&product=RingCX&language=en_US
This will optimize managing the dialer lists, enabling users to upload leads without needing to build APIs in Hubspot.
1 vote -
RingCX Billing and Inventory & Usage Portal
There are some confusion regarding the details of licenses available between RingCX and RingEX (Admin Portal). This request proposes the addition of a dedicated Billing and Inventory & Usage section within the RingCX platform to provide clear and separate visibility of RingCX licenses, packages, and usage details.
1 vote -
RingCX - Ability to see customers who left a callbacks in queue
Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.
It would be better if there is dashboard to see right away customers who left a callback
3 votes -
Option to see the number of calls are in queues and agents statistics
currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration
7 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…2 votes -
Add Voicemail Transcription for Contact Center
Currently there is no voicemail transcription offered in RingCX like we are provided with RingEX. This would be a massive time saver for high volume Contact Centers.
12 votes -
RingCX Add Bulk Disposition
Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time
3 votes -
RCX Deskphone Pairing for Mitel Devices
Customers would like to have the ability to have Mitel Devices have control over the RCX app and controls via a deskphone, primarily the suite of Mitel Devices.
5 votes -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary 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 -
Dialing Timezone For Arizona Be Set To MST and MDT Accordingly In The Dialer Campaign On RingCX
Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.
2 votes -
SMS Historical Reporting
Would like the the ability to see History of all texts sent and received from a specific dispatcher.
Today: you can pull by channel but not on an individual basis.2 votes -
Real Time Inbound Navigation Updates
Looking for an easier way to click into details under Real Time Queues
- If 5 calls were abandoned, would like the ability to click on the abandoned calls and see which ones they were / get the details of those calls. Would like to have a tab when you click on the queue that shows each call detail (what happened to that call (connected, abandoned, etc.), who called in, what time, was it missed, etc)
- Currently when you click on the queue, only shows the active calls and which agents are logged into the queue.2 votes -
Simplify Holiday Scheduling
Would like to be able to shift their queue schedules in a week to the next day when there is a holiday. Have already looked into business hours override, but would like a more simplified approach.
2 votes -
Log Internal Calls | RingCX For SalesForce
Ability to log internal calls (calls made from RingCX for Salesforce to RingEX extensions)
The current CRM app only supports logging calls for external contacts, but not for the corporate directory (RingEX extension).2 votes -
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.
20 votes -
RingCX Additional Call Events
In RingCX, create additional call events in which When a missed call occurs or When a callback is initiated or completed, the system will send automated emails to a specified recipient or distribution list based on these triggers.
2 votes -
providing video of screen while on a call
providing video of screen while on a call
1 vote -
Call queue extension and Phone numbers must also display in the RingCX Corporate directory
When searching the Phonebook directory in RingCX, both the queue extension and the associated phone number should be displayed—even if the number is directly linked to the RingEX Call Queue group extension. The customer requests that the RingCX directory experience mirror the behavior and data visibility currently provided in the RingEX directory.
Current Behavior:
In RingCX, when users search the Phonebook directory, only the call queue name and extension are displayed. The associated phone number is not shown, even if one exists.Expected Behavior:
While using the keypad in the RingCX app, as users begin typing a queue name, the…2 votes
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