1665 results found
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Report
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
2 votes -
Add “Average waiting Time” column to Real-time Agent view
Add a new column “Average waiting Time” in the Real-time Agent view.
This column should display, for each connected agent:The average waiting time of client
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)1 vote -
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 -
ability to transfer agent assignment in RingCx
Customers / admins should have the ability to reassign agent group assignment in RingCx. This would be more helpful since not all company have stable agents. Some are multi trained and being moved to different groups.
1 vote -
In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out
It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.
6 votes -
RingCX: Configure Custom Administrative Role for Granular Recording Access
The customer requires a custom administrative role within RingCX. This role should allow administrators to generate and view reports while strictly restricting access to call recordings. The objective is to assign this limited-access role to specific administrators to maintain privacy compliance without hindering reporting capabilities.
1 vote -
RingCX Analytics Historical Reports Column Slider Adjustment
RingCX Analytics, creating a private historical report, using metrics.
The column to search for metric data such as Queue Inbound Answered Interaction should be adjustable from left to right so that admins can see the full name of the metric.
Currently there is a question mark icon next to the metric that will display the full name and additional information, but without knowing all the names of the different metrics available, it can be time consuming highlighting the question mark for each one.
I did find that if I rename the metric, then the full name will display below the…
2 votes -
Ability to export agent roles
The ability to export a list of agent roles to compare the permissions included in each role
7 votes -
RingCX Realtime Reporting: Agent Disposition
Proposed Enhancement Request:
- Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
- Ability to view when an agent completes their call disposition in real time.
- Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.Current Limitation:
- At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows…2 votes -
Email alert when all logged-in agents are in "working" state and callers are waiting
When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.
If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management…
2 votes -
Allow other super admins to receive service status notifications for RingCX updates
The customer would like additional super admins to receive RingCX service status notifications related to their account, including updates, release notes, new features, maintenance notifications, outages, and other RingCX-related alerts.
According to the customer, only the primary (main or first-born) super admin extension currently receives these notifications. They would like other super admins to also receive RingCX notifications and alerts, even if they are not the primary super admin.3 votes -
Increased attachment size support for email channels | RingCX
We are requesting a feature to increase the attachment size limit for email channels beyond 10 MB.
Outlook/SMTP limit is between 20-25MB so I would expect that since we use Outlook to provision emails it would be the same.
I would like to send larger attachments to our clients/customers, as the current 10 MB limitation prevents us from attaching bigger files. This restriction is impacting our ability to send necessary documents, and we are requesting increased attachment size support for email channels.2 votes -
RingCX - Option to adjust estimated hold time in queue
Option to adjust how the estimated hold time in queue is calculated for RingCX voice queues.
2 votes -
Agent Team Filtering
There used to be a filter under the Agent/User tab in CX that would show us all users assigned to a specific Team, can we get that feature back?
1 vote -
Continuous Notification Sound "Ding" in RingCX Chat
Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.The sound will stop once the customer:
*Selects a chat option (e.g., requests a live agent), or
*Interacts with the chat interface (click/tap)This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
Once interaction is detected, the notification sound automatically stops.…
2 votes -
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer is requesting a way to bypass the 'Agent Leg' requirement when initiating outbound calls within the RingCX application.1 vote -
Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the…
33 votes -
Some extensions that are configured as hidden in RingEX are still appearing in the RingCX directory.
Requested Enhancement:
To streamline administration and improve consistency between RingEX and RingCX, we are requesting a more seamless synchronization of directory visibility settings. Ideally, extensions hidden in the RingEX corporate directory should automatically reflect the same visibility behavior in RingCX without requiring manual exclusion.Expected Behavior:
We would like directory visibility settings to be consistent and synchronized between RingEX and RingCX. Ideally, if an extension is hidden in the RingEX corporate directory, it should automatically be hidden in RingCX as well, without requiring additional configuration.Workaround (Current Behavior):
At present, administrators can manually exclude extensions in the RingCX Corporate Directory…2 votes -
Support Custom Meta data between RCX and AIQM
Support Custom Meta data between RCX and AIQM
1 vote -
ability to select other local caller id settings aside from what is assigned to the account
It would be helpful if we can select another option in the local caller ID settings set for the campaign. Other than adding a number in RingEX and having it assigned to the contact center
1 vote
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