1575 results found
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Preserve and Display Lead Information When Transferring from Outbound Campaign to Internal Queue
Summary
Enable the ability to pass lead-level information from an outbound campaign when a call is transferred to an internal queue, ensuring that internal agents can view key lead details (e.g., name, date of birth, and other lead fields) during the interaction.Problem Statement
When agents transfer calls from an outbound campaign to an internal queue, the lead information associated with the original outbound campaign is not consistently presented to the receiving agents. As a result, internal queue staff may not have visibility into important customer details tied to the lead record, such as name, date of birth, or other…9 votes -
Next Dial Time Report in RingCX
Summary
Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.Problem Statement
Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.Operational…
9 votes -
Transferring calls to RingEX Extensions via corporate directory
To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.
Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.
63 votes -
Ability to Customize AI Compliance Prompts
Summary:
Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.Current Behavior:
At present, AI compliance prompts can only be enabled or disabled via:
Admin → Settings → Accounts → Compliance PromptsThe available prompts include:
Recording Announcement
AI Quality Management Announcement
AI Processing AnnouncementThere is no option to modify or customize the content of these prompts.
Problem Statement:
Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:Misalignment with local legal wording requirements
Inconsistent customer…7 votes -
Social Media Comment Threads - Lock Ability
The problem:
- We manage hundreds of social media channels.
- When we run competitions, posts often get thousands of comments.
- Most comments don’t need a reply — but sometimes a customer service–related question appears in the middle of the thread.
- If we completely ignore a comment thread, we could miss those occasional important queries.
The feature request:
Allow us to “lock” a thread when we don’t need to respond further, so that if a new comment is added later, it appears as a new, separate thread — making it easier to spot and respond to.
Why it matters:
Without this, we…
34 votes -
In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out
It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.
6 votes -
Ability to export agent roles
The ability to export a list of agent roles to compare the permissions included in each role
5 votes -
RingCX SPOG : Dropdown for Phonebook and save recent/starred records during transfer
On the legacy interface, having dedicated transfer types (Phonebook, Destination, Internal) allowed agents to quickly target specific routes via dropdowns. On SPOG, needing to type and search for every single contact or number adds extra clicks and friction during active call handling.
Having features like Starred / Favorite contacts or Recently Transferred records automatically display upon clicking Transfer in SPOG would significantly streamline the transfer process for queue agents.
3 votes -
Audit log to show when things are requeued by an agent
Within digital interactions it is not clear when agents have requeued interactions when looking at thread audit logs. This needs to be clear for agent management.
Alongside this it is best practice to show which queue the interaction is in as large accounts such as ours have close to 100 queues to manage. Currently, all we can see is that the interaction has moved to 'triage queue' with no insight into which queue that is.
12 votes -
RingCX Transition Requeue Permissions from Agent to Queue Level
Currently, permissions for requeue and cross-queue requeue are managed at the agent level. We are requesting an enhancement to migrate these settings to the queue level.
This change would provide greater granularity by allowing us to define permissions based on the specific requirements of a queue. This would enable agents to requeue calls on certain queues while being restricted on others, which is essential for improving operational flexibility and security governance.
15 votes -
Need the ability to prioritize voice interactions over digital
Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.
This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.
Business Requirement
Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the…
5 votes -
Need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents.
We need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents. Currently, agents can see the total call time but cannot see how long a caller has been on hold, leading to compliance gaps, inconsistent customer experience, and unintentionally long hold times. I would like to request A secondary timer that: Displays real‑time hold duration (HH:MM:SS) Resets each time hold is removed Remains visible at all times If possible, and alerts agent when hold exceeds a set threshold
7 votes -
Chat Popout Window
Allow user to pop chat window out, incase they need to navigate away from the current window.
15 votes -
Block Anonymous Calls in RingCX
Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.
Business Need:
Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experienceBenefits:
Reduces unwanted and spam calls reaching agents.
Improves agent efficiency by minimizing interruptions from anonymous callers.
Enhances security by reducing exposure to…2 votes -
Auto add new queues in the recording delivery
Ability for Recording Deliveries to automate the inclusion of new queues and add them to the delivery.
3 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
18 votes -
export email
Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.
We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful…
3 votes -
Requeue Shorcuts Searchable
When an agent goes to requeue a call they get a list of queues available. While there is a search field at the top to type in the name of the queue you are looking for it does not actually perform a search. The agent must scroll down through the list of queues find the one they are looking for. In order to improve agent efficiencies making this truly searchable would be greatly beneficial.
14 votes -
Automatically set agent state back to Avaialble after RNA by timeout
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
- What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
- How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
6 votes -
Call queue notifications
We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.
5 votes
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