1192 results found
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Recording from RingCX should be assigned to the agent who answered the call
For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.
1 vote -
MMS
Enable RingCX users to send or receive MMS messages directly within the platform.
1 vote -
Interaction Search
Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.
4 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 -
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.
12 votes -
Engage Digital - Email Channel Automatic Identity Update
We have shared email addresses that we have a subset of customers utilize that lead to a channel in Engage Digital and the Engage Digital system will seemingly randomly update the identity in the system associated with the reply\sender address to show either a random customer company name or information from spam message that come into the channel instead of keeping the name of the channel as the associated identity. This can lead to confusion with our agent population of which customer they are servicing or sometimes show information that is no related to the customers at all. We opened…
1 vote -
ability to view where the audio file is being used in ringcx
Customer would like a feature where they could easily know where the audio file is being used if they have multiple workflow and voice queue
2 votes -
ms team apps Reports
Reports to show who has the ms teams app installed, who is signed into the ms team app, users picking up the calls from ms teams
1 vote -
superview what tier the rep is in for the line of business.
Can we get in the superview what tier the rep is in for the line of business.
So if they are in tier 1 in auto when they answer a uto call it would say tier 1. if they are in tier 2 homes if they answer a auto call it would say tier 2 and so on?
1 vote -
Warm Transfer Calls From RingEX USers to RingCX Agents
To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.
2 votes -
Allow room license to be assigned to a user extension
customer wants to assign a room license to a user extnesion.
1 vote -
Ability to limit digital interactions per channel and per user
Is there a way to limit digital interactions? The client would like the ability to set limits for each digital channel per user.
For example:
1 interaction for email
5 interactions for chat1 vote -
Option to apply Campaign Criteria Custom Fields when setting Lead Search filters.
It would be helpful if admins had an option to include the Custom Field from Campaign Criteria Plan when filtering the reports in Lead Search Criteria.
2 votes -
RingCX audit trail
Customer is requesting a feature where we can view logs of the user who made changes in the account, like adding/ removing users, voice queue creation, number importing and etc
1 vote -
Change the time zone for the Global Inbound Call Detail in the Historical reports.
Customer requesting to change the time zone for the Global Inbound Call Detail in the Historical reports.
1 vote -
RingCX Bulk Download for Call Recording
Requesting to have a bulk option to download RingCX recordings. Currently to access call recording in RCX is to run a report and download the reporting by accessing the URL. Customer would like to have a specific folder or location in the RingCX platform to perform bulk download
1 vote -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…7 votes -
Chat Popout Window
Allow user to pop chat window out, incase they need to navigate away from the current window.
12 votes -
Feature Request: Option to Remove uiicall1 Column from RingCX Survey Report
Description:
Currently, the uiicall1 column in the Survey Input section of the RingCX survey report is mandatory and cannot be removed. Some customers have requested the ability to customize the report layout, including the option to remove this column if it is not relevant to their reporting needs.Proposed Feature:
Allow users to optionally hide or remove the uiicall1 column from the survey report.
Ensure that removing the column does not affect report functionality or data integrity.
Include an admin setting or report customization option for this purpose.
Business Justification:
Providing this flexibility will improve the usability of RingCX survey…1 vote -
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Hi Team,
I’d like to submit a feature request related to RingSense analytics and call review capabilities.
Request:
Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.Customer Need:
Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate…2 votes
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