1496 results found
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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.
14 votes -
Robo calls and Spam caller detection
This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.
21 votes -
Enable RingCX agents to access their call recording when the recording access mode is set to "ACCOUNT"
when a RingCX account has its recording access mode is set to "ACCOUNT" , only admins are able to access the call recordings.
When the recording access mode is set to "ANONYMOUS" , anyone with the recording link can access it.
The customer is requesting a recording access mode that allows agents to access their own call recordings.
1 vote -
Real-Time Dashboard Refresh
Allow the users to see the real-time data of the dashboard in any circumstances (e.g, forgot to logout properly) they should still see updated real-time dashboard.
4 votes -
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.
57 votes -
Customize Agents that show in Agent Dashboard
We should have the ability to view only the agents that we need to in the real-time Agent Dashboard. Currently, you have to view all agents, and when your organization has A LOT of agents, that is a lot of scrolling and hunting to find the agents you need to see. I would think it should be easy to implement a drop-down menu showing all the RingCX queues, and you should be able to just select the queue(s) you want to monitor.
1 vote -
Real-Time Telephony Metrics for Inbound Queues
We require the ability to monitor granular telephony failure states directly within the Inbound Queue real-time dashboard widgets. Currently, these dashboards focus on successful connections
Key Requirements:
New Metrics for Inbound Widgets: Ability to toggle and display Busy, Fast Busy (Congestion), No Answer, and Voicemail (VM) counts.
Context: These metrics must be available for both inbound routing and manual outbound attempts made by agents assigned to Inbound Queues.
Visibility: Real-time (5–10 second refresh) tracking of these states to identify carrier issues or database quality immediately.
Use Case: Allows supervisors to distinguish between a "Fast Busy" (telephony/carrier error) and a standard…
1 vote -
Add Agent Capacity Profiles to manage concurrent async and real-time workloads
Description:
In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.
Pain Point:
Without agent capacity control:Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.
Supervisors cannot reserve a portion of agent availability for…
3 votes -
Digital analytics reports for specific interactions
Wants to have a report for Digital analytics of specific interactions based on certain keywords
1 vote -
On the RingCX voice queue, disable automatically all dispositions when the "Disable Dispositions and Agent Notes" is checked
Here is the setting on the RingCX voice queue:
1- Disabled the dispositions on the "dispositions" tab on the voice queue setting,
2- Check the "Disable Dispositions and Agent Notes" tab
3- set the integrated script with a script
When an assigned agent to this queue receives a first call and ends it, the call sticks to his UI.
when a second call arrives, the agent can take it, but sometimes he gets the error message "Please submit the script/disposition form. You are not eligible to receive calls until this step has been completed."The solution is disable automatically all…
1 vote -
- Susan reports they are receiving inappropriate chat - The wanted to confirm if its the same person that is pretending to be a 30 different
- They are receiving inappropriate chat
- The wanted to confirm if its the same person that is pretending to be a 30 different people
- That chat is being received in their Chat Channel
2 votes -
Call notifications comes through laptop as well as headset
When a call comes through the ability to allow the ring tone to come through the laptop audio as well as the headset audio should be allowed to allow agents to hear a call coming through even if they do not have their headset on at the time a call is coming in so they can be alerted.
4 votes -
RNA Priority Routing
Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.
5 votes -
Enable 2FA / Native MFA toggle for RingCX
Would like to enable the native MFA (Multi‑Factor Authentication) toggle for RingCX. Please advise if there is an option within the RingCX platform to activate this feature.
1 vote -
Incoming CNAM for Canada
Incoming caller ID within Canada only shows phone number and location but not caller name (CNAM) it would be good to have the CNAM displayed.
2 votes -
Post call status to remain the same as the pre-call status for the agents/supervisors
When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.
12 votes -
Native End-to-End Email Encryption (S/MIME / PGP) for RingCX
This feature request is being formally submitted on behalf of our client who is currently utilizing the RingCX Email Channel for customer communications.
The client has raised concerns regarding the ability to encrypt emails containing sensitive information. While RingCX supports SSL/TLS encryption for IMAP/SMTP connections (encryption in transit), there is currently no built-in support for end-to-end email encryption methods such as S/MIME or PGP.
At present:
SSL/TLS can be enabled by default for IMAP/SMTP connections.
Additional security configurations depend on the customer’s email server.
End-to-end encryption (S/MIME, PGP) is not supported within RingCX.
Message-level encryption is considered outside the scope…
1 vote -
Improve clarity of callback messaging in RingCX
When a customer calls in and selects a callback, if they choose to be called back at a different number than the one they called in from the default message is "Please enter the 10 digit number beginning with the area code where you would like us to call you back." After the caller has entered the number there is a brief period of silence, (several seconds) which can lead someone to believe the call has disconnected. While you can hit # after the number has been entered to immediately have the system read the number back to you, this…
2 votes -
Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue
Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.
We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,…
4 votes -
Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)
Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.
While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.
Expected / Requested Enhancement:
Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound…2 votes
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