1665 results found
-
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 -
Separate Notification Audio from Headset Audio
Feature Request Documentation
Customer statement:
We had some agents who wanted to have the incoming call/email notifications to play over their speakers but have all other audio play into their headset.Requested functionality:
Ability to separate notification audio (ring tones, alerts for calls or emails) from regular media/audio (calls, music, system sounds).
Notification audio should be configurable to play through device speakers, while regular call/audio continues through headset.
Use case / rationale:
Agents can be notified of incoming calls or messages without removing their headset or interrupting ongoing work.
Helps improve awareness of incoming communications while maintaining audio privacy and…
1 vote -
API
Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
For larger call centers, this…1 vote -
RCX | Blinking Alert when a call is waiting in queue
Have an ability in Real time dashboard to set up like a blinking alert when a call is waiting in a queue for more than the SLA that is set up.
2 votes -
RingCX Audio Library - Ability to Override Existing Audio Files in RingCX Audio Library
Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library
We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.
Current Behavior:
When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.Proposed Enhancement:
Introduce a clear option to override (replace) an existing audio file, such as:- A “Replace File” or “Overwrite” option…
5 votes -
Hide EX Caller IDs when logged in to CX
CX users have the EX dialpad populating when selecting the dialpad. This is creating a discrepancy with their CX functionality and reporting of outbound calls. The call detail is capturing in their EX history instead of in their CX history, and the associated reporting in CX is not capturing the details. Desired functionality is that if the user is in CX mode, the only dialpad that will populate is the CX dialpad. Seems this is occurring when disposition window is open and dial pad is selected, and/or if disposition is not selected and subsequent outbound call is attempted.
2 votes -
Allow digital interaction notifications (email/chat) to queue in the background instead of blocking the screen
When a new digital interaction (email or chat) arrives, the current pop‑up takes over the entire interface and prevents the agent from continuing any active work until the notification is accepted or declined.
Instead of forcing the pop‑up to appear in the center of the screen and dimming the entire UI, provide a way for new digital interaction notifications to queue in the background. This would allow agents to continue whatever they’re working on without interruption, while still keeping the new interactions visible and accessible.
The value in adding this is it improves working efficiency, reduces interruptions, and aligns with…
2 votes -
Ability to Block Incoming International Calls by Country or Area Code in RingCX
Description:
We would like to request a feature in RingCX that allows administrators to block incoming calls based on country or area code, rather than manually adding individual numbers.Current Behavior:
At present, the only available method to block unwanted calls is through Blocked ANI, which requires manually entering each phone number. This approach is not scalable, especially when dealing with high volumes of international spam or unwanted calls from multiple numbers within the same country or region.Requested Enhancement:
Introduce a configuration option within RingCX (e.g., under Channels > Blocked ANI) that allows:Blocking calls by country code (e.g.,…
2 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.
9 votes -
Automatically set agent state back to Avaialble after RNA by timeout
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
- What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
- How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
7 votes -
Better visibility in reporting for when a customer disconnects from the chat interaction
Currently when a customer leaves a chat, the agent still has to end the chat and disposition. This inhibits the ability to provide client reporting or evidence this is not work avoidance behavior.
2 votes -
Real Time Dashboard - Lead Status view
Add the ability to see Leads Ready Now/Leads Ready Future as an option on the Real Time Dashboards without having to pop out "Status"
4 votes -
Notification for agents when being on a call for too long
Configurable alert to the agent based on time in call.
We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.
7 votes -
Retrieve/recover deleted voice queues
It would be helpful and beneficial if there were an option to retrieve/recover voice queues/workflows/users that were deleted by an admin/user.
1 vote -
Ability to Use the Main Company Number as a Selectable Outbound Caller ID for RingCX Agents
Requesting the ability for RingCX agents to select the Main Company Number as the outbound caller ID when placing outbound calls from within RingCX queues.
3 votes -
Option to Prevent Agents from Declining Digital Interactions in RingCX
Feature Request:
Add a configurable setting in RingCX Admin that allows administrators to prevent agents from declining messages from digital interactions (e.g., chat, messaging channels).Use Case:
Currently, agents have the ability to decline incoming digital interactions. In some operational environments, this can lead to delays in customer responses or uneven workload distribution. Administrators may prefer to enforce automatic acceptance or routing of these interactions once they are assigned to an agent.Requested Capability:
Introduce an admin-level setting that enables administrators to:Disable the ability for agents to decline digital interactions.
Ensure assigned digital messages must be accepted or automatically…1 vote -
RingCX for Salesforce Auto-linking for outbound calls and outbound dialer calls
To allow auto linking for outbound calls and outbound diealer calls
1 vote -
Wrap-up timer shows agents in wrap-up and not available
Problem:
Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.The feature request:
Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.Why it matters:
This…5 votes -
Max allowance by queue to allow omni-channel management without affecting chat availability
Problem:
With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.The feature request:
Allow an option to manage multiple queues with different max interaction allowances e.g. web…1 vote -
RingCX Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics
Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics
Product
• RingCXTitle
• Allow administrators to manually adjust or correct invalid agent activity tags in historical analytics data.Description
• Currently in the Analytics module of RingCX, agent activity data (such as RNA, Ready, Not Ready, etc.) is automatically recorded and cannot be modified once logged. In cases where agents accidentally leave the system running or when a status is incorrectly captured, these records can create inaccurate reporting metrics.It would be beneficial to introduce an Advanced Settings option within Analytics that allows administrators to manually…
2 votes
.png){kind=link}
- Don't see your idea?