1363 results found
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RCX Dialer Ratio
As an organization that relies heavily on efficient contact center operations, the ability to quickly and flexibly manage dialing strategies is crucial. While the current system provides a stable and functional environment, one major limitation continues to hinder operational efficiency — the inability for client administrators to configure their own dialer ratio settings.
Currently, any adjustment to dialing ratios requires submitting a support ticket, resulting in unnecessary delays and increased dependence on external support teams. This not only slows down the optimization process but also limits the agility that contact center managers need to adapt to fluctuating call volumes, agent…
2 votes -
RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page
Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:
- Account + below
or
- Account w/o below
- Agents + below
- Campaigns + below
- Phone Numbers + below
- Utilities + below
- Voice Inbound + below
- Workflow + below
This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…
13 votes -
call recordings
Hello,
We'd like the ability for agents to have access to their own call recordings in RingCX. Our agents are giving out technical advise and sometimes have to refer back to their own calls to in order to fill out the details in our external CRM system. If we're busy and have some calls waiting, the agents answer all the incoming calls, then log the activities in our CRM system. This is where they need to log what technical advise has been given to the callers.This feature is available in standard RingCentral agents, but not for CX agents
3 votes -
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to.
make the incoming ring volume loud enough to hear without having to wear the headset all of the time because some people don't have to nor do they want to wear them all day long. It's strange that you can adjust it on the app, but it doesn't do a thing for Ring CX. Why don't they work together? I can have my direct calls ring through my speaker, but not the Ring CX calls? That makes no sense and no one can seem to find a solution.
3 votes -
Change Color Associated with Engaged State
On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.
3 votes -
audio settings
In the web based RingCX app/site, there are no settings at all, of any kind, and none to change audio devices being used. When I login to the site, my bluetooth headset I use for calls on Teams turns on as though I've entered a call software environment, but there is no settings gear anywhere in the website at all - very strange...
1 vote -
Google Chrome, Mozilla...context menu "Start call with RingCentral"
During my daily work, I noticed a potential improvement in the Google Chrome context menu that could significantly enhance our efficiency.
Currently, when right-clicking on a phone number in the browser, a context menu appears. It would be extremely helpful if this menu included an option such as:
➡️ "Start call with RingCentral"Objective:
This feature would allow users to initiate calls directly from the browser using RingCentral, eliminating the need to manually copy and paste numbers into the app. It would noticeably streamline workflows—especially in sales or customer service.Use Case Example:
When visiting websites such as car dealership…1 vote -
Display of phone numbers displayed during callbacks issued from queues
Expose end users to their support phone number (which they just called) during callbacks issued from queues instead of a phone number that is unknown to them and which they will therefore not pick up.
This way, callbacks issued at the end of the queue are more likely to be answered by end users.
1 vote -
On Hook Mode WITH "hot" connection always on
On Hook Mode WITH "hot" connection always on.
Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.
Currently:
If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).…5 votes -
The limitations of CX Historical Reports only allows one filter to be used instead of filtering per row
The limitations of CX Historical Reports include the inability to apply multiple filters per row, as only a single global filter can be used. Additionally, there is no option to extract custom fields report directly from the agent script.
It would be a significant improvement if these capabilities were enhanced to allow more granular filtering and better access to custom script data.
1 vote -
Feature Request: Language Selection for Play Hold Time Announcer in RingCX
Feature Request: Language Selection for Play Hold Time Announcer in RingCX
Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.
Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.
Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.
Support Reference: For more details on configuring inbound queue events, you can refer to the…
6 votes -
Defining "Other'" Category in RingCX Historical Reports and Historical Dashboards
In RingCX, the "Other" category might encompass the following scenarios:
Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
Undefined Outcomes: Calls that ended without a clear interaction disposition.
This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.…
3 votes -
Dismiss "To start your agent session, connect to RingCX" on keypad
Need the ability to dismiss this message on the RingCentral client when the CX integration is enabled. See attached screenshot for the message I'm referring to.
2 votes -
agents seeing how many waiting in queue
Agents should see how many callers/customers are waiting in queue. It can be seen in My stats but having like a "What's next" feature in incontact would help agents guage quickly without having to switch tabs
3 votes -
First Call Resolution report
Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.
1 vote -
Real Time Inbound dashboard widget - Need to include Callback request count
Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.
It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.
13 votes -
Feature Enhancement Request: Lead Uploading/Management Testing in RingCX
Feature Enhancement Request: Lead Uploading/Management Testing in RingCX
Description:
RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads…6 votes -
Set Recording delivery as MP3
Have an option to Set Recording delivery as .MP3 instead of just .WAV
1 vote -
Bulk edit option for queue events
Ability to bulk edit queue events setting.
1 vote -
CallerID flexibility
We have a Central Office and many Satellite Sites, we need to enable a few specific staff members to be able to set their CallerID to any of the Satellite Sites, at the moment this is a site by site feature and needs to be a user feature.
2 votes
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