630 results found
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Update RingCX Agent for ALL Interaction Types
Currently, the RingCX agent only updates an agent's status when a voice interaction is received and not when a chat interaction is received.
When a chat interaction is received, the status of the Agent stays in "Available" even if the "Max number of concurrent interactions" setting is set to '1'.
This makes it difficult for Admins and Supervisors to accurately manage their agents, because this status does not change in the dashboards.
It would make sense to simplify the status changing in the CX agent for all interactions, when the agent is engaged.
53 votes -
call back to follow queue business hours
We have a CX Queue called RPS. On Fridays, the queue closes at about 4:30pm. The agents log off and go home. Sometimes there is a requested callback still waiting to happen. The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department. The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment. This agent then at 6:45am fields the callback that was left the previous night. This is too early to be calling patients. We would like that callback to start at…
23 votes -
Add filter for Holiday 'Queue is Open' System Alerts
Issue:
The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.Proposed Solution:
Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.88 votes -
Last Agent Routing with Outbound Dialer
RingCX supports last agent routing only if a call has connected to an agent previously.
Request for a feature enhancement - include outbound dialer attempts in which a lead is calling back in after missing the call, and route to the last agent who called out to them utilizing the Route to Last Agent queue event.37 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.15 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
41 votes -
Dispositions
Complete tally of all Dispositions per Agent. Please list all Dispositions in the Analytics>Historical Report>Standard>Dispositions>Agent Disposition. Currently, it is only showing the ones the agent is been using, we would like also to have the data of the ones the agent is not using.
12 votes -
Custom Time for DNC
We would like the ability to be able to disposition a number that gets added to the DNC list, but only for a certain amount of time.
For example, we place an OB call, and disposition it to go on the DNC list for 7 days. Once the 7days is up, the number can be called again.
The timer will help allow for us to not have to remove numbers manually from the DNC list.
8 votes -
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 -
Agent DND state
True, do not disturb state where agents can place themselves in, and even transferred calls are not possible to be delivered to them.
6 votes -
Native Mass Email Campaigns / Broadcasts
Description:
Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.Use Case:
Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.Business Value:
Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party…7 votes -
RingCX SPOG Debugging Tool for Log Collection
It would be nice to have a built in debugging tool to collect the necessary logs to open support cases for intermittent issues with SPOG. It's difficult to collect HAR and Console logs for issues that happen sporadically. A tool that runs in the background to collect this kind of data for hard to reproduce issues would be very helpful.
7 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.
11 votes -
Ability for agents to manually schedule a callback for a customer without using dialer
Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.6 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.
14 votes -
calls whatsapp using Cloud API
Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
https://developers.facebook.com/docs/whatsapp/cloud-api/calling
This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
It is a highly requested feature, due to the public availability on WhatsApp.
It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
it will allow to send messages directly to a customer while on call. (in this case, template are not required)
user initiated calls to business are free and there is a cost for business initiated. The…23 votes -
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:
When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.
Here’s why it matters:
- Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
- Accurate feedback: Surveys are tied directly…26 votes -
RNA State Duration option
option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.
12 votes -
Timezone option for Historical Reports
RingCX Analytics, need an option to Historical reports to change the timezone on a report.
7 votes
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