1575 results found
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Support for Concurrent Multi-User Sessions (Agent & Wallboard) within a Single Browser Instance
Description/Business Use Case:
Currently, RingCX users (specifically Agents working from home) who attempt to view a Live Wallboard while simultaneously logged into the Agent Interface experience session token conflicts. This occurs because modern browsers share a single "cookie jar" per domain.
When a refresh token for a Wallboard login is processed, it can overwrite the Agent’s digital messaging token, causing the "Messages" function to intermittently disappear.
Requested Change:
Enhance the RingCX authentication architecture to allow for isolated session tokens. This would enable a single browser profile to maintain both an Agent session and a Wallboard/Admin session concurrently without credential crosstalk…
1 vote -
Add filter for "Last Week" to Date Range
Add "Last Week" Option to Date Range for RingCX Analytics.
2 votes -
Enable RingCX agents to access their call recording when the recording access mode is set to "ACCOUNT"
when a RingCX account has its recording access mode is set to "ACCOUNT" , only admins are able to access the call recordings.
When the recording access mode is set to "ANONYMOUS" , anyone with the recording link can access it.
The customer is requesting a recording access mode that allows agents to access their own call recordings.
1 vote -
Visible Agent status on transferring
When transferring a call to another agent, have it to show their status, via words or colour. Whilst the circle may indicate their availability, the colour options are limited.
Agent #1 - Available (Green circle)
Agent #2 - Away/Lunch (Grey circle)
Agent #3 - Idle (Yellow circle)6 votes -
Allow Agents to Handle Multiple Calls Simultaneously
We would like to request for a feature that allow agents to handle multiple calls simultaneously.
2 votes -
RingCX Analytics: Report to Track Supervisor Updates to User Availability States
We’d like to request the addition of a report in RingCX Analytics that tracks when a Supervisor updates the availability state of another user.
This report should include:
The Supervisor’s name and ID who made the change
The user’s name and ID whose availability was updated
The previous state and new state
The date and timestamp of the changeThis feature would improve visibility, enhance accountability, and assist in troubleshooting state-related issues within the contact center.
5 votes -
UC and RCX call recording report
Currently, when calls are made in RingEX using a RingCX-provisioned number as the caller ID, the call appears in the Interaction Details report in RingCX. However, since the call is initiated from the UC side, the corresponding recording isn’t visible within RingCX.
The customer is requesting the ability to include these UC-originated calls — along with their recordings — in RingCX reporting for better visibility and tracking.
3 votes -
Enhanced Case Logging Experience with Rich Text Formatting and Multi-Party Communication
Requested Enhancements:
Rich Text / Formatting Support
Allow basic formatting in case descriptions and replies, including:
Bullet points and numbered lists
Paragraph spacing
Bold / italics / headings
Inline code or monospaced text (where relevant)This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.
Ability to Add External or Internal Parties to the Case Thread
Enable customers to:
Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
CC or notify relevant stakeholders without forwarding emails manually
Maintain a single, auditable communication trail within the case
Improved Communication Chain Visibility
Ensure…2 votes -
Outbound Dialing Should Use Updated Phone Number After Agent Lead Update
Description:
Currently, when an agent updates the phone number in a lead record (Agent Lead Update), the system continues to dial the old phone number during the outbound call process. Although the lead information reflects the new number in both the Lead Search and Lead View pages, the dialing logic still references the outdated number.Expected Behavior:
When a lead’s phone number is updated by an agent, the system should immediately reference and use the updated number for any subsequent outbound dialing attempts, without requiring the lead to be re-passed or refreshed.Actual Behavior:
Updated lead details display correctly in…
3 votes -
Sending fax messages in RingCX
Customer would like to add the fax feature in RingCX.
14 votes -
30 and 60 Minute Lunch States
Currently, there is only 1 option for lunch durations. We need to have multiple options available. For instance, some agents take 60 minute lunches and some take 30 minute lunches. Admin options only allow for one or the other.
9 votes -
Ring CX agents Simultaneous in a que
Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.
9 votes -
Customize Agents that show in Agent Dashboard
We should have the ability to view only the agents that we need to in the real-time Agent Dashboard. Currently, you have to view all agents, and when your organization has A LOT of agents, that is a lot of scrolling and hunting to find the agents you need to see. I would think it should be easy to implement a drop-down menu showing all the RingCX queues, and you should be able to just select the queue(s) you want to monitor.
1 vote -
Real-Time Telephony Metrics for Inbound Queues
We require the ability to monitor granular telephony failure states directly within the Inbound Queue real-time dashboard widgets. Currently, these dashboards focus on successful connections
Key Requirements:
New Metrics for Inbound Widgets: Ability to toggle and display Busy, Fast Busy (Congestion), No Answer, and Voicemail (VM) counts.
Context: These metrics must be available for both inbound routing and manual outbound attempts made by agents assigned to Inbound Queues.
Visibility: Real-time (5–10 second refresh) tracking of these states to identify carrier issues or database quality immediately.
Use Case: Allows supervisors to distinguish between a "Fast Busy" (telephony/carrier error) and a standard…
1 vote -
Digital analytics reports for specific interactions
Wants to have a report for Digital analytics of specific interactions based on certain keywords
1 vote -
Change the Pre-chat form title heading from H1 to a regular span, or a lower heading level such as H3 or H4
SEO (Search Engine Optimization) It's the practice of improving a website or online content so that it ranks higher in search engine results pages (SERPs), especially on Google. The goal is to increase organic (non-paid) traffic to a website.
The client's website has embedded RingCX Pre-chat forms for Chat Channels. Currently, the website contains two H1 tags, one of which is used for the "Chat with us" section (RingCX Pre-chat form title, which has been modified to a different name but remains associated with an H1 tag). This presents an SEO issue because having multiple H1 tags can confuse search…
9 votes -
On the RingCX voice queue, disable automatically all dispositions when the "Disable Dispositions and Agent Notes" is checked
Here is the setting on the RingCX voice queue:
1- Disabled the dispositions on the "dispositions" tab on the voice queue setting,
2- Check the "Disable Dispositions and Agent Notes" tab
3- set the integrated script with a script
When an assigned agent to this queue receives a first call and ends it, the call sticks to his UI.
when a second call arrives, the agent can take it, but sometimes he gets the error message "Please submit the script/disposition form. You are not eligible to receive calls until this step has been completed."The solution is disable automatically all…
1 vote -
"Accept" and "Accept and Go" do the same thing when no active Interaction
In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.
I purpose to amend the design to fall within…
5 votes -
allow ordering of audio files in single play audio
When selecting more than 1 files in "Single Play Audio" add the ability to specify an order in which the files will play.
Currently, the only option (as I learned via trial and error) is alphanumerical order, so I had to name the files 00firstaudiofile, 01secondaudiofile, 02thirdaudio_file, etc.
This should be a drag-and-drop ordering UI.
2 votes -
RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)
This initiative is being worked on and is called Single Pane of Glass
The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.
The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.
You cannot see MVP queues in the Corporate Directory when transferring…
115 votes
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