1575 results found
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2 votes
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Support Combining Agent State and Call Metrics in a Single Custom Analytics Report
Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report
Product Area
RingCX Analytics / Custom Analytics
Request Type
Feature Enhancement
Customer Request
Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.
Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.
Current Limitation
When creating a custom analytics report:
Selecting Agent…
2 votes -
Feature Enhancement Request: Bulk Download and Bulk Upload for Audio Files in RingCX
Feature Request Details
Customer: Brie / RingCentral Contact Center CustomerFeature Area: Audio Library / Call Recordings & Media Management
Requested Features:
Bulk Download: Ability to download multiple call audio recordings in bulk from the Audio Library or reporting views, rather than having to download files individually.
Bulk Upload: Ability to upload multiple audio files simultaneously, as the current system restriction only permits uploading files one at a time.
Business Value & Use Case
Efficiency: Customers managing large volumes of audio files or announcements spend an excessive amount of time performing repetitive, manual single-file downloads and uploads.Workflow Optimization: A…
2 votes -
Ring CX Place in Queue announcement to be able to play multiple times
Currently, the "Place in Queue" announcement plays only once when the "Route to Agent" queue event is first triggered. The desired functionality is to have an option for this announcement to loop and repeat at adjustable intervals. Ideally, the position in queue should be recalculated and announced each time, without the need to chain multiple "Route to Agent" events sequentially.
4 votes -
Audible notification for incoming call & DTMF support
Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in…
9 votes -
Improved Callback Reporting and Functionality for Early Caller Disconnects
In the current RingCX callback flow, if a caller disconnects before the system successfully queues the callback, the interaction is categorized as “Inbound ACD Callback Incomplete” in Analytics reporting. This occurs even in cases where the caller has already expressed intent to receive a callback.
Problem:
This classification does not accurately reflect customer intent or agent workload. From a business perspective, these interactions often represent valid callback requests that were interrupted due to timing or user behavior, rather than true failures. As a result:
1) Callback demand may be underreported
2) Metrics may not align with actual customer experience
3)…3 votes -
Real-Time Dashboard rules
Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.
If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection
Use Case :
• Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues6 votes -
Function to Disable Extensions
We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.
34 votes -
terminate calls in CX queue at end of business hours
Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There…
2 votes -
Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign
currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID
11 votes -
Feature Request: Time Zone Configuration for RingCX
Current Behavior
As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.Problem / Limitation
This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.Requested Enhancement
Introduce the ability to define time zones at a more granular level, specifically:Per Queue
Call Handling Logic
Historical Reporting (eW Analytics)
Each queue should be able…
8 votes -
SMS Conversation Assigned to Different Agent During Active Voice Call with Same Customer
We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.
Workflow:
- An agent is on an active voice call with an install partner
- During the call, the agent asks the customer to send photos via SMS
- When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice callOur goal is to have the SMS conversation remain with the same agent handling the…
2 votes -
Add the Polish language (audio CALLBACK)
Add Polish to callback audio messages to enhance the experience for Polish-speaking users by improving message comprehension and the quality of the customer journey in a multilingual context.
4 votes -
Automatically Change Agent State to Available After Wrap Time
Problem Description:
RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.Current Behavior:
Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.
Expected Behavior / Feature…
1 vote -
Delete agent's old name from the agent full name filter
When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.
2 votes -
Block Incoming CX Calls When Agent Is Already on an Active EX Call
Request:
Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.Current Behavior:
When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.Requested Behavior:
When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent…1 vote -
call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
232 votes -
inbound CNAM
For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?
2 votes -
Ability to control playback speed for variable audio that is captured in a workflow
Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.
1 vote -
Route Calls to the Agent With the Longest Time in AVAILABLE State
Issue Summary:
Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.Current Behavior:
RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.Expected Behavior:
RingCX should route calls to the agent who has been in the AVAILABLE state the longest.Troubleshooting Performed:
Reviewed “Agent State Change Raw”…
11 votes
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