1180 results found
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Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
1 vote -
Feature that links DID and CX data in one report
Current Challenge: Currently, DID number analytics are available in the EX report, while CX analytics are shown in a separate CX report. This separation makes it difficult to identify participants in a DID call when reviewing the CX report.
To resolve this, is it possible to consolidate both datasets into a single report? Ideally, we should be able to pull both DID and CX analytics from one unified source or report, enabling a more comprehensive view of call activity and participant details.
2 votes -
Modify RingCx Integrated Cloud Destination / External Contact Center
Ability to access Cloud Destination outside RingCX to modify or configure
1 vote -
Assigning the email interaction to a group instead of manually selecting agents.
Ability to assign the email interaction to a group instead of manually selecting agents. Right now, we can only assign email interaction manually to an agent, but there is no option to create a group to assign the email interaction instead.
1 vote -
live agent state visibility for other agents in same queue
It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.3 votes -
Backup
Backup / export and restore / import options for
- voice queues
- digital queues with agent mappings,
- roles,
- user with queue mapping including rank or skills
- time settings.
the existing export functions, e.g. flows covers only a small part of settings.1 vote -
able to remove duplicates found in this list and existing list
In RingCX, when uploading lead list, we can only select either remove duplicates found in this list or existing list.
It would be better if we can do both as this is tidious for us since we have to remove the duplicate in the list first in other platform before uploading it in the ringcx again.
5 votes -
Caller ID Override for Callbacks in RingCX
Currently, the callback feature has no caller ID override. By default, it uses the DNIS as the caller ID when a callback is made by the system. For calls to external numbers that are forwarded to the RingCX number, it shows the number where the external number is forwarded as the caller ID.
Looking to have a feature or option to set the forwarded number (external number) as the caller ID.
9 votes -
Ability to move agents between voice queues in Real Time
As admins, we would like the ability to move RCX agents between voice queues in real time. This would be helpful in cases where an agent didn't log into the correct voice queue upon login configuration or if a particular voice queue starts to experience an unexpected spike in call volume.
3 votes -
Multiple integration webservice endpoints per event for a queue
Currently for a voice queue in the integration section, you can only have one web service endpoint selected for an event like De-Queue Webservice, Agent Connect Webservice and Agent Termination Webservice. It would be nice to be able to send those events to two different environments - production and staging endpoints for testing.
1 vote -
RingCX and RingEX ring group searches
Ensure RingCX search behavior and UI visibility is consistent with RingEX UI behavior for lookups
Investigate whether the RingCX search result display can be improved (e.g., visual indicator for scrollable content or removal of the result limit).
If not currently supported, please escalate as a feature request to address search usability and parity.5 votes -
Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG
Scenario:
When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
Request:We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
Minimize selection errors,
Streamline the outbound call process, and
Ensure compliance with proper Caller ID usage by team.Please let us know if this customization…
8 votes -
Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user
Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.
1 vote -
Dialer Reporting - Add a column for Disposition
Customer preference would be is to see dispositions to see how many qualified dispositions there were per agent. Can we have a column just for disposition? And the second thing is, can we do it just for one specific disposition?
E.g. from customer:
Because a qualified disposition is what we call a lead, a qualified lead. Josh Davis, he handled 175 calls. He was on the phone for X amount of time, and he got three leads. Now we have to do a calculation on the seconds and customer don't know how many leads he got except for what he…
1 vote -
(Dialer Reporting) Avg Talk Time, Customer Talk Time and Avg Agent Handle Time to show in Minutes instead of just Seconds
Maybe in a feature request, it may be in a further upgrade or software change.
Instead of doing the calculation each time, if an option to make it Minutes (Avg. Talk Time, Customer Talk Time, Avg. Handle Time) instead of seconds, it would be very helpful.
The whole point of seeing a report is you look at the report right away and right away you interpret it. Not having to do a calculation to figure it out. Especially when you do it in comparison to other people/agents.
1 vote -
Recover Deleted RingCX Account
User accidentally deleted the user account and it would be better to have an option to retrieve/recover it so they won't be able to re-create it from scratch
1 vote -
Hold Feature Enhancement
Lack of clear hold indication creates compliance and customer experience risks.
Inability to confidently place a member on hold or manage multi-party communication interrupts workflow efficiency.Feature Request:
Add a clear visual indicator or status confirming when a member is on hold.
Enable a true multi-line experience, where agents can:
Put the member on hold.
Speak privately with a help desk or back office.
Resume the call with the original member after the side conversation.
Improve supervised transfer behavior to ensure the original caller is reliably placed on hold while internal consultations occur.
3 votes -
ability to see who change the status of the agent.
ability to see who change the status of the agent.
5 votes -
To be able to see callback-await-queue other than just queued after enabling FiFO.
Under their stats it shows "In Queue" and this is where they were seeing the total amount of calls in queue including call backs but now since enabling FiFO it shows them the total of "queued" calls only, not the total of call backs waiting (callback-await-queue) and "queued" calls. Is there a way to change this? They can certainly see the total under "active" but under active it also includes the calls that agents are currently actively on, making it hard to gauge pending volume.
In the example below, the "In Queue" says 1 but when you actually look into…
2 votes -
RCX - Plantronics hub Compatibility with RCX
Ability to allow the use of the Plantronics hub through RCX.
Customers who are using the RingCentral Office phone via the RCX and the RC app is integrated with the Teams app should be able to use the Plantronics hub without an issue.
2 votes
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