1665 results found
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Analytics and real time data discrepancies.
We need to have the correct data under the real-time analytics. Currently, there are discrepancies between the real data and the data shown on live reports, the numbers are not correct, and they do not correlate with the other widgets, some widgets show some data and some widgets show different data even when they should be reflecting the same numbers. Even checking under performance reports or business analytics will show some discrepancy, and it hinders our abilities to correctly assess the situation and give correct feedback or adjust our team numbers, etc. There is one example attached.
9 votes -
RingCX Global FIFO Queue Behavior Across Multiple Queues
Enable a global FIFO behavior that ensures all calls across all queues are dequeued in strict chronological order based on enqueue time, independent of the queue they enter.
This feature would improve call handling consistency, reduce call wait time confusion, and ensure fair handling of incoming calls when multiple queues are in use.
2 votes -
display queue name when call comes in in embedded RingCX for Zoho
It's important to see what call queue the call is comin in so that agents would know their opening spiel
8 votes -
product name
Customer wants to associate Phone NumbersDNIS to the Product Name attribute. Currently, Product Name is tied up to the Product Type: IVRs and Voice Queue only.
Historical Dashboard > Billing Period Account Usage > Usage Details
1 vote -
Agent Search on the Platform
Agent Search on the Platform
The search functionality within the Agents section does not return any results when used to assign the IB-MAIL or IB-Phone skill. This behavior is abnormal and prevents proper identification or selection of the relevant skills.
Access Path:
User Interface → Agents → Select User → Digital Access or Inbound Access → Search for an Agent
Expected Behavior:
The search should:Display IB-MAIL or IB-Phone agents as a priority (highlighted or listed first),
Correctly show the skill that matches the entered criteria.Additional Observation:
The search works correctly when performed through the Customer Journey menu. However,…4 votes -
UC and RCX call recording report
Currently, when calls are made in RingEX using a RingCX-provisioned number as the caller ID, the call appears in the Interaction Details report in RingCX. However, since the call is initiated from the UC side, the corresponding recording isn’t visible within RingCX.
The customer is requesting the ability to include these UC-originated calls — along with their recordings — in RingCX reporting for better visibility and tracking.
3 votes -
Outbound Dialing Should Use Updated Phone Number After Agent Lead Update
Description:
Currently, when an agent updates the phone number in a lead record (Agent Lead Update), the system continues to dial the old phone number during the outbound call process. Although the lead information reflects the new number in both the Lead Search and Lead View pages, the dialing logic still references the outdated number.Expected Behavior:
When a lead’s phone number is updated by an agent, the system should immediately reference and use the updated number for any subsequent outbound dialing attempts, without requiring the lead to be re-passed or refreshed.Actual Behavior:
Updated lead details display correctly in…
3 votes -
Feature Request: “Mask Audio” Button in RingCX Dialer
Feature Request: “Mask Audio” Button in RingCX Dialer
Title:
Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.Description:
Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.
When the agent activates the Mask button:
Recording and monitoring streams are replaced with white noise, silence,…
4 votes -
Presence sync on Yealink T54W with EX50 expansion system
Ability to re-order extensions on the Presence screen, so you do not nee to delete and recreate each time there is a leaver.
Especially if the leaver is mid way or at the top of the list.
This is very time consuming, and with no ability to copy into another users profile, doing this multiple times is tedious!
Doing the re-organisation in the HUD, forces the Yealink T54W with the expansion unit to go out of sync. Having the ability for it to remain in the order based on the telephone system would be good.
1 vote -
allow ordering of audio files in single play audio
When selecting more than 1 files in "Single Play Audio" add the ability to specify an order in which the files will play.
Currently, the only option (as I learned via trial and error) is alphanumerical order, so I had to name the files 00firstaudiofile, 01secondaudiofile, 02thirdaudio_file, etc.
This should be a drag-and-drop ordering UI.
2 votes -
Ability to add a time and date for the manual call backs
The customer would like to manually add numbers that do not get added back into the callback cycle, and add a time and date for the manual callbacks.
1 vote -
Emergency activation for individual locations rather than entire contact centre
To be able to turn on the emergency function for certain areas of the contact centre rather than the entirety of the CC. So if there are multiple locations and an issue occurred in only one of them, that single location can have the emergency status activated but the other locations can operate as normal rather than it all being turned on for all locations stopping calls going into agents that can accept calls
2 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
18 votes -
RingCX: Request for Direct Agent Download of Call Recordings
Agents using RingCX need the ability to quickly download a recording of a call they just completed directly from their agent interface, such as through a button on the call wrap-up screen or in the agent's recent call history.
1 vote -
Adding the "Live" metric on the custom dashboards On RCX Analytics Live Dashboards
When you create a Real Time dashboard in RCX Analytics for product IVR, you can find the IVR widget including few data fields like "Live", "Presented", Connected", etc...
If you want to add a custom widget displaying IVR data fields
- Widget type = Number
- Product = IVR
When you want to select Data fields, the field "Live" is not included in the list, you can find ONLY, all the others like "Connected", "Presented" but not "Live"
Otherwise you can find "Live" data field when you configure rules after widget creation.1 vote -
Folder mode SMS dispositioning
In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.
3 votes -
queue events
Currently in RingCX, if all agents logged into a queue are busy or unavailable, or if a caller has been on hold for an extended period of time, the system routes callers directly to voicemail (or continues holding until timeout). There is no built-in option to reroute callers to a backup RingEX ring group before voicemail is triggered.
Current Behavior
Callers enter a RingCX voice queue.
If all agents are busy, callers wait in queue until:
An agent becomes available, or
A voicemail/timeout rule takes effect.
There is no ability to configure a conditional overflow to a RingEX ring group.
…
3 votes -
priorities
In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.
Current Behavior
Digital interactions received after hours queue up.
When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.
Phone calls wait in queue until digital interactions have been cleared, unless…
3 votes -
Improved Handling of iOS/Android Call Screening in Predictive Dialer with Enhanced Voicemail Detection Profiles
Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.
Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing,…
6 votes -
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).Details / Business Need:
Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.
The form should automatically generate and send an email containing escalation details to predefined recipients.
This is critical for time-sensitive issues and improves communication between agents and management.
Problem Statement:…
3 votes
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