1496 results found
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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.6 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…
11 votes -
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.
4 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.
3 votes -
Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard
The customer requested a Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard.
1 vote -
RCX - Use Multiple Campaigns
Looking for a way or option to use multiple campaigns upon log in to the RCX Agent platform. This will help user to maximize the use of their campaigns if they are assigned to multiple campaigns.
1 vote -
Recording Deliveries
Currently, RingCX allows Recording Deliveries to be an SFTP Server or Amazon S3. I would like to see recording delivery to be a bit more robust (external hard drive, Microsoft OneDrive, etc..).
1 vote -
Add “All Messages” View for RingCX for HubSpot Embedded Agent
Add “All Messages” View for RingCX Embedded Agent in HubSpot
Description:
Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.Requested Feature:
Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.Value/Benefit:
Provides agents with full conversation history for better context.
Improves customer experience by avoiding repeated questions.
Increases…
8 votes -
Custom Greetings library
It would be of great value to have the ability to record and store several or a couple of custom greetings for individual lines. Currently, you can only have 1. There is a library for the contact center prompt greetings.
1 vote -
More granular auditing and alarming on RingCX configuration changes.
The ability to create configurable alarms on critical configuration changes. This would enable proactive notification for us and our customers if a sensitive setting is altered.
1 vote -
Record based on dialed number pattern
Agents must manually select between recorded and non-recorded outbound queues. When making an internal (non-recorded) call, the agent must remember to switch to the appropriate queue, then manually switch back afterward for recorded (member-facing) calls. This manual process introduces compliance risks and increases agent workload and chances of user error.
Expected Behavior:
The customer would like this process to be automated based on the dialed number pattern. Specifically:If the agent dials a 4-digit internal extension (BTN*EXT): Do not record the call (assumed to be internal communication).
If the agent dials a 10-digit external number: Record the call (assumed to…
2 votes -
RingCX Create workflow
Ringcx
When creating workflow and costumer like to merge a new created or exciting workflow ,the would like to have to option to merge with other flow
As for now this option is not available2 votes -
Automatic Login and Schedule-Based Agent Availability in RingCX
Customers are requesting the ability to automate agent login and status management within the RingCX platform. Specifically, they are looking for a feature that allows setting a predefined schedule (e.g., Monday to Friday, 8:00 AM to 4:00 PM) during which an agent is automatically logged in and placed in an "Available" status. This would eliminate the need for agents to manually log in and out of RingCX daily.
This functionality would improve operational efficiency, ensure timely availability, and help avoid missed logins or agent delays—especially in environments with strict schedule adherence requirements. This could also potentially integrate with workforce management…
4 votes -
RingCX Stuck Contacts Report
Customer would like a report on specific reason as to why the call(s) get stuck. For instance, one UII get stuck and the report shows that the call was stuck due to an internet connection or a glitch.
2 votes -
Persistent Caller ID in Call History
Agents currently report that while a caller's name is briefly displayed during the ACD (Automatic Call Distribution) ringing phase, this information disappears from the agent dashboard and call history once the call is answered and completed. This lack of persistence makes it difficult for agents to efficiently identify and review past callers for follow-up, record-keeping, or general call context.
6 votes -
Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date
When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.
If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.
Hence, the agent and queue details should be cleared off after the date they are deleted from the portal
12 votes
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