1443 results found
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RingCX Analytics Platform
Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.
10 votes -
RingCX | Contact Record for progressive or preview mode
Have the ability to display the contact records in progressive or preview mode
2 votes -
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
Description:
• We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).
Current Behavior:
• RingCX allows custom audio and announcements to be played for queued callers.
• There is also a feature to announce the caller’s current position in the queue.
Requested Enhancement:
• The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger…
6 votes -
Request for Faster DID Delivery in RingCX
We'd like to request a setting within RingCX to significantly reduce the time it takes for a DID (Direct Inward Dialing) to be delivered to available agents. Currently, the delivery time is between 1-2 minutes, which is causing us to miss a substantial number of outbound lead dialing opportunities.
Optimally, we'd like to be able to configure this delivery time to 3 to 5 seconds. This improvement would allow our agents to dial out to leads much more quickly, dramatically increasing our lead conversion rates and overall operational efficiency.
1 vote -
Enhanced Caller ID feature
To have an Enhanced Caller ID feature that will allow up to 32 characters, display the reason for the call, display an enhanced caller information (branded Imagery), customised content for end-users, custom text, and spoof protection.
8 votes -
Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting
For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?
There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.
19 votes -
Mark email that did not have an agent reply as "Solved" rather than "Ignored"
Whenever an agent solves an interaction without responding to the message, the interaction is being tagged as "Ignored". This cause confusion as the agent actually accepted the interaction but it just didn't require a reply thus the agent is marking them as solved. It should be tagged "Solved" or something else other than "Ignored"
12 votes -
Dashboard outbound manula
We’d like to submit a feature request for the ability to create a RingCX Live Dashboard that displays manual outbound calls performed by individual users or teams.
Currently, the available real-time dashboards focus on campaign-based outbound activity, which doesn't capture manual outbound interactions. The customer is looking for real-time visibility into manual outbound calls—similar to what’s available in the Interaction Detail Report, but presented in a live dashboard format.
This feature would help improve monitoring and team performance tracking for manual call workflows. Please consider this request for future enhancement.
5 votes -
30 and 60 Minute Lunch States
Currently, there is only 1 option for lunch durations. We need to have multiple options available. For instance, some agents take 60 minute lunches and some take 30 minute lunches. Admin options only allow for one or the other.
9 votes -
RingCX SPOG - Display Corporate Directory Matches When Typing on RCX App Keypad
Enhance the RingCX (RingCentral SPOG) app keypad functionality to display matching entries from the corporate directory as users type an extension or phone number.
Current Behavior:
When users enter digits via the SPOG app keypad when transferring calls to EX extensions, no directory search results are displayed.Expected Behavior:
While using the keypad in the RCX app, as users type an extension number, the app should display relevant matches from the corporate directory. This improves usability by confirming the target contact before initiating or transferring a call from RingCX to EX.Justification:
Enhances user experience by making it easier to…
2 votes -
Report to distinguish if digital interactions were assisted via inbox or queue mode.
We are currently utilizing inbox and queue for handling digital interactions.
It would be better if we have a report to distinguish if how was the interaction was handled. is it via the queue or via the inbox mode since currently its difficult for us to track those interactions.
1 vote -
Be able to delete emails or create a completed folder in RingCX
Be able to create a deleted or completed folder to move emails to so we can see whats still needing worked.
2 votes -
Change the Pre-chat form title heading from H1 to a regular span, or a lower heading level such as H3 or H4
SEO (Search Engine Optimization) It's the practice of improving a website or online content so that it ranks higher in search engine results pages (SERPs), especially on Google. The goal is to increase organic (non-paid) traffic to a website.
The client's website has embedded RingCX Pre-chat forms for Chat Channels. Currently, the website contains two H1 tags, one of which is used for the "Chat with us" section (RingCX Pre-chat form title, which has been modified to a different name but remains associated with an H1 tag). This presents an SEO issue because having multiple H1 tags can confuse search…
9 votes -
Ability to search for contact name in Outbounds SMS (CRMs)
Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent
Summary:
Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.Description:
Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:
Search for and select contacts by name, email, or…
7 votes -
SMS Alert Tone In RingCX
We would like to have an audible notification or push notification when receiving messages from SMS queue in RingCX. This would be helpful for us to manage our company SMS within RingCX.
4 votes -
Ability to Set Skill Weight/Proficiency
Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:
- Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
- Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
- Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).
17 votes -
Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types
We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.
By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.
26 votes -
RingCX Progressive/ Preview dialer
To use the progressive/preview dialer, which we want to be able to do, you must upload a list to RingCentral. This means that RingCentral and Salesforce are only syncing one way (Call log activity through RingCentral to Salesforce)
1 vote -
Add a Holiday event on RingCX queues
RingCX queues do not follow the holiday schedule set up under Voice>Account Settings>Holidays and consequently holidays need to be setup manually as a business hours overdrive which is a long and tedious process.
Having a RingCX holiday queue event added under the queue's "queue events" menu that would follow the holidays setup under the account settings and allow admin to configure where to route the calls to if a holiday would be a tremendous setting addition and a total gain of time for admins.7 votes -
Date Time node in Workflow Studio should default to the same timezone as the account
When adding a new Date Time node in the Workflow Studio, the timezone defaults to Eastern Standard Time. This is unexpected.
Expected behavior would be for the Date Time node to use the same Timezone that is set in Account settings.
3 votes
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