1496 results found
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base state
Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".
Currently, there are the Base States of:
Available
On Break
Away
Lunch
Break
Training
WorkingThe added custom states fall under one of those categories.
Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.
11 votes -
RingCX Phonebook Export option
Title: Add Export Option for Phone Book in RingCX
Description:
It would be highly beneficial to have an Export option for the Phone Book in RingCX. This feature would allow users to easily back up, share, or manage contact data outside the platform. Currently, there is no built-in way to export entries, which limits flexibility and efficiency for users managing large contact lists.Use Case:
Users need to extract contact information for reporting, auditing, or migration purposes. An export function (e.g., to CSV or Excel) would streamline these tasks and reduce manual effort.3 votes -
providing video of screen while on a call
providing video of screen while on a call
1 vote -
Digital interactions handled from "All messages" inbox no longer remain in triage queue.
For many companies, multiple agents work across multiple channels often using "all messages" tab to complete queries inbetween tasks rather than setting as available.
Currently, even when a query has had a response through "all messages" it remains in the queue to be accepted through "my messages". If an agent assigns a conversation to themselves through "all messages" then responds, this should remove it from the queue.
It isn't productive to need to accept conversations through "my messages" which have already been responded to by another member of the team.
2 votes -
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation,…
4 votes -
better visibility when receiving a phone call
I would like better visibility when receiving a phone call, like have the web browser icon light up or something like that
2 votes -
RCX Trigger a notification to admins if the call recording fails
In RingCX Analytics, we have noticed that there are some UII that doesn't have a recording even if there was a talk time and and handle time. Admins are requesting to get a trigger notification if the call recording is not running.
3 votes -
Local bucket/connect based RingCX analytics report
Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.
9 votes -
Expand Agent Notes on Disposition window
Currently, when agents are in the Disposition state and enter disposition notes, the notes field does not expand once the content exceeds a single line. This limits visibility and makes it harder for agents to review or edit longer notes.
Proposed Enhancement:
Enable the Agent Notes field to automatically expand (or provide a manual resize option) when text exceeds one line, allowing agents to view and edit their full notes without excessive scrolling.Benefits:
Improves note-taking efficiency
Reduces errors from missed or overlooked information
Enhances agent experience and productivity
3 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
2 votes -
RingCX: Add Call Log and Report to Quick Access on Home Page
Currently, the RingCX home page has a "Quick Access" section. We would like to request the addition of two new, configurable links to this section: "Call Log" and "Reports."
Having these links readily available on the home page would save time and clicks for our agents and administrators, allowing them to quickly access key information and analytics without navigating through multiple menus. This feature would significantly improve the user experience and overall efficiency when using RingCX.
1 vote -
Historic Dashboard Widget calculations
Allow results of time based activities to be displayed within the widgets as cumulative hours instead of converting times over 24 hours to 1d. As an example, Agent Login Hours and/ or Available State Time will currently display in H:M, until H = more than 24. Then it displays as 1d xxh. Allow the result to remain in HH:MM instead of changing it to Day:Hour
1 vote -
Embedded Agent Log Record to CRM
When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.
We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…
2 votes -
Unified Call View – Active & Waiting Calls on One Screen
Customer Expectation:
Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.Current Limitation:
RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.Benefits:
- Continuous Workflow: Agents can stay in one screen without breaking focus.
- Quicker Call Management: Immediate awareness of…3 votes -
1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…9 votes -
Disable "You are now being connected" in RingCX Calls
Disable "You are now being connected" in RingCX Calls as some of the callers are unhappy about the notification.
2 votes -
Same Number Callback Request Changes
Please add logic and verbiage for when a caller has a pending callback request and calls back into the RingCX voice queues from the same ANI. Today, the process does not detect when there is a pending callback request and offer the caller to resume their spot in line. The call is treated like a second contact, and can be misleading when the queue position is read back to the caller. A second callback is allowed to be scheduled, but is then discards the second callback request once the callback request is completed. Please add the following logic to the…
3 votes -
Logging into Multiple RingCX Platforms
RingCX user (agent or supervisor) needs to be logged into both the RingCX Web Application and the RingCX Salesforce CTI Widget simultaneously. The goal is to support multi-platform workflows, such as managing calls in Salesforce while using reporting or advanced features in the full web app.
3 votes -
View Waiting Contact Info In Embedded Agent
The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.
1 vote -
Queue Event Number+Extension Transfers
Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform…
2 votes
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