1496 results found
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Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX Campaigns
Title:
Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX CampaignsDescription:
Currently in RingCX, the Disconnect Scrubbing setting can only be configured at the individual Campaign level. Customers managing multiple campaigns must manually disable this setting for each campaign separately, which creates additional administrative overhead and increases the risk of inconsistent configurations.We would like to request an enhancement that allows Admins to manage Disconnect Scrubbing at the Account level.
Requested Functionality:
Introduce an Account-level setting to enable or disable Disconnect Scrubbing across all RingCX campaigns.
Allow the account-level configuration to automatically apply to:
Existing campaigns…1 vote -
Make all CX account settings visible
There are voice account settings that are not visible to admins with full access but are available for RingCentral support team to change. We understand that those settings are intended to be hidden for good reasons. Making those settings viewable but not editable can be helpful for admins who are troubleshooting for their own team.
2 votes -
Manual Assign digital In-Queue interaction
Currently, when a user manually assigns an email interaction that is sitting in the queue, the system's background routing logic does not recognize the manual assignment. The interaction retains its "Queued" status, causing the system to subsequently auto-route the email to a different agent. This creates duplication of work, conflicts in ticket ownership, and inefficiencies in queue management.
Request:
Status Update: The interaction's status should immediately transition from "Queued" to "Assigned" (or "In Progress").
Halt Auto-Routing: The interaction must be automatically excluded from the active routing queue so that it cannot be pushed to another agent.
Ownership Lock: The manual…
1 vote -
Scheduled agent shifts in queue
Existing functionality: RingCX can have set hours of operation at the queue level. For agents that need to log in and out of different queues throughout the day, they can log in and out manually by updating their current session or have a supervisor reassign via real time dashboard.
Desired functionality: Allow the ability to configure what time of day an agent is allocated to specific queues. For example, Agent One should be in queues A and B from 8:00am - 11:00am, then queues B and C from 11:00am - 5:00pm. Meanwhile, Agent Two may need to be in queues…
1 vote -
ability to apply the changes made to the rcx users without them updating their session information
When they make changes on agents (e.g. skills, queue). The agent still needs to update their session information.
It would be better if the changes made to the agent be applied without updating the session information
1 vote -
Disable agent RingCX login
Disable agent RingCX login. This option was available before but was removed.
4 votes -
Enable DTMF Input Option within Priority Events
Request to enhance Priority Events in RingCX by allowing DTMF (keypad input) interaction for callers when a queue reaches defined thresholds (e.g., max queue size or wait time).
Current Behavior:
Priority Events currently allow actions such as routing or prioritization when thresholds are met. However, they do not support DTMF input, which limits the ability to offer interactive options (e.g., callback requests) directly within this flow.Problem:
Customers who want to manage high queue volume cannot provide callers with real-time options (such as requesting a callback or leaving voicemail) when a queue is full or wait time is excessive. This…1 vote -
Ability to pause recording on transfer to queues that have call recording disabled
Current Behavior: Call recording persists uninterrupted after a call is transferred to any destination.
Requested Behavior: Automatically stop or pause call recording the moment a call is transferred to a call queue that has recording disabled.
Justification: Ensures data privacy and compliance standards are maintained automatically without relying on manual agent intervention.
8 votes -
Another SLA is being triggered even though the agent has already responded to the chat in Engage Digital.
Is there a way to prevent information about customer SLA breaches from appearing in the Engage Digital chat window?
The customer has noticed that SLA breach information is being displayed, even though the agent has already responded to the chat. The customer does not want another SLA to be applied once the agent has provided an initial response.
Currently, the system shows that the agent is breaching the customer SLA, even after responding. Ideally, another SLA should not be triggered once the agent has already replied—similar to how calls are handled. If an agent has already answered a call, it…1 vote -
Transcript URL in Historical Reports
The ability to make Transcript URL links in Historical Reports clickable, similar to the functionality currently available in the Historical Dashboard. At present, transcript URLs in Historical Reports are displayed as plain text.
When accessing the Historical Dashboard > Standard > Interactions Overview > scroll down to “Interaction Summary, Transcript and Recording”. The customer can see the "Transcript URL" as a link.
But when going to Historical Reports > Standard > Search for "Transcript" > Select any of the 2 reporting > The "Transcript URL" is not showing as a link.
2 votes -
RingCX Audit Trail to add IP Addresses
Add IP Addresses in Audit Trail together with other details of which computer used by the changer if possible.
1 vote -
RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status
Feature Enhancement Request – RingCX
Title: Audible Notification for Agent Pending Disposition (Pend-Disp) StatusRequest Summary:
Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.Current Behavior:
In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication…
2 votes -
RingCX Alerts with number of calls waiting
For optimal utilization of RingCX Alerts, we recommend configuring the system to display the live number of calls waiting within the alert's subject line or body. Providing this specific metric enables users to prioritize calls more effectively.
2 votes -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
1 vote -
Import RingEX IVRs to RingCX
- Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.
This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.
Problem Statement
"Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both…
3 votes -
Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard
Issue :
The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.What is the Proposed Solution?
We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
Dialer Not Clicked: The agent is logged in…3 votes -
Need the ability to prioritize voice interactions over digital
Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.
This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.
Business Requirement
Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the…
5 votes -
option to assign direct number to agents
It would be helpful to assign a direct number to agents in RingCx. Since RingCX customers would mainly use RIngCX instead of EX. So they would like an option to assign the direct number of agents from EX to CX as well to have SMS capabilities for the numbers being assigned in RingCX Agents
1 vote -
RingCX Historical Dashboard Export to PDF
Description:
It would be highly beneficial to have the Ability to Export RingCX Historical Dashboard that would fit or resize the contents to show all data within a single page. Currently the system renders the dashboard at its native, on-screen layout and does not automatically resize or fit-to-page. When a dashboard's visualization is wider or taller than a standard document page, the content will unfortunately be clipped in the exported PDF rather than scaled down to fit.Use Case:
The ability to control the export to PDF for a quick overview at a glance instead of downloading the excel or…2 votes -
audio library language edits
Ability to edit the language setting of audio files in the Audio Library. Currently the edit function only allows editing the filename.
1 vote
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