1450 results found
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RingCX Digital: Email Address on To/CC Fields
There should be a Reply All option in RingCX Digital Email. When selected, it should add all email addresses from both the To and CC fields into the To field of the reply, ensuring that everyone in the original conversation receives the response.
3 votes -
If no agent is available, do this condition
An condition that says "If no agents are available in the queue, do this". There is an option that says "if no agents are logged in, do this", but we need an "if there is no agents available, do this"
8 votes -
Improved display of RingCX agent status in Ringcentral app
Is it possible to improve display of the agent status of RingCX in the Ringcentral app integration?
Background: During brief network interruptions, agents are disconnected without necessarily noticing. A pop-up notification that they have been disconnected and/or a clearer display of the status in accordance with WCAG 2.1m, e.g., using larger icons or color-coded status fields, would help agents.2 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.6 votes -
RingCX Admin - Add the ability to select a range of agents with Shift+Click
If I want to bulk edit agents in RingCX Admin, I have to click the checkbox next to their name one by one.
Editing 50 agents takes 50 clicks.I am aware we can edit all users in a group simultaneously with the checkbox next to the group name. I would like to be able to select a checkbox, hold shift, then click a box below to select all of those agents in the range.
It should only select the range of boxes since the previous checked box.
For example, I have 100 users I need to edit who are…1 vote -
establishing contact information in RingCX incoming call
Agent would see a pop-up on the right side of the app showing the contact information during an inbound call.
They would update it but when the same customer call back in, the information won't show their name, just showing the number and unknown
Customer suggested that if possible to show the contact information so that the agents would be notified whether the caller is a VIP or not.5 votes -
CSAT Filters
CSAT filters should include a filter for: Individual or multiple Call Queue(s) and or Individual Agents
1 vote -
Clarify Error Message for Unsupported Transfers from RingCX to RingEX Extensions
Currently, when agents using RingCX attempt to transfer a call to a RingEX extension via the corporate directory, the system presents a misleading "congestion" error. This message suggests a network or capacity issue when the true cause is that transfers to RingEX extensions are not supported in RingCX.
This leads to agent confusion, unnecessary troubleshooting, and increased support tickets. We request a clearer, more accurate system message such as "Unsupported transfer destination" or "Transfers to RingEX extensions are not currently supported" to replace the generic "congestion" message in these cases.
6 votes -
SMS Templates (Reply Assistant)
Have Reply assistant appear on initial outbound message for SMS. currently it works on replies but not on the initial outbound message. SMS templates work but not in HubSpot/My Messages in initial outbound SMS; workaround is to use “All Messages”
3 votes -
Hold Feature Enhancement
Lack of clear hold indication creates compliance and customer experience risks.
Inability to confidently place a member on hold or manage multi-party communication interrupts workflow efficiency.Feature Request:
Add a clear visual indicator or status confirming when a member is on hold.
Enable a true multi-line experience, where agents can:
Put the member on hold.
Speak privately with a help desk or back office.
Resume the call with the original member after the side conversation.
Improve supervised transfer behavior to ensure the original caller is reliably placed on hold while internal consultations occur.
4 votes -
Smart Automatic Close for Live Chat Scope Configuration
Currently, when creating a digital channel, if you choose the "Enable Live Chat" option in the Scope Configuration section, you do not get the ability to set up the Automatic Smart Close configuration. The feature is available for all other options.
3 votes -
Option for the customer to have RingCX Knowledgable Tools to read logs
Customer wants to know how to read logs so they can process troubleshooting on their end. What we have for now is to have them retrieve the logs and send it to our internal team so they can read it. It would be time efficient if they can also read the logs.
2 votes -
RingCX API should expose agent statuses (availability and offhook state)
The RingCX API should expose agent statuses (such as availability and offhook state) in addition to supporting event subscriptions.
3 votes -
Spanish Language option for the instructions to hold your place in line
The instructions the caller hears to enter their number for a callback are only in English. Would like the option to upload my own prompt to customize the language or be able to choose a language for each flow.
2 votes -
RingCX should be compatible to all Headsets
Currently, RingCX is only compatible with RingCentral-recommended headsets. We are requesting to expand the compatibility of all headset brands, not just RingCentral-recommended headsets.
3 votes -
Have a single page for Supervisors to see Stats and Supervisor tab data.
Today if you want to view call stats such as seeing how many are in queue, a supervisor has to switch between Stats and Supervisor tab to monitor both.
It would be nice to have one view to see all relevant information about the current stat of the queue and agents together. Essentially combining Stats & Supervisor tabs together.
Having a few like this backed behind permissions so even Agents could have a similar view but not have the supervisor controls like listen would be ideal. It let's agents manage their times and breaks better knowing the status of other…
3 votes -
RCX Feature Request: Auto-Assign Supervisor Access Based on Group Membership
Currently, it is not possible to automatically grant Supervisor access when an agent is added to a specific Group of Agents in RingCX. At present, enabling Supervisor access requires manual configuration through the Agent profile:
Navigate to: Agents > General > Agent Type
Change the type to Supervisor to allow monitoring capabilities while retaining agent functionality.
Then, under Supervisor Settings, manually assign which agents they will supervise by checking names under Supervises > All.
We recognize that automating Supervisor access based on group membership would significantly streamline onboarding and role management processes. As such, I’ve submitted this as a Feature…
2 votes -
SayVAR Node: Option To Save Text2Speech As Audio File
The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.
As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.
14 votes -
RCX/REX Zendesk parity
The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.
The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open…
1 vote -
Caller ID when transferring a call.
Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.
8 votes
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