1258 results found
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RingCX Bulk Download for Call Recording
Requesting to have a bulk option to download RingCX recordings. Currently to access call recording in RCX is to run a report and download the reporting by accessing the URL. Customer would like to have a specific folder or location in the RingCX platform to perform bulk download
1 vote -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…9 votes -
Chat Popout Window
Allow user to pop chat window out, incase they need to navigate away from the current window.
13 votes -
Feature Request: Option to Remove uiicall1 Column from RingCX Survey Report
Description:
Currently, the uiicall1 column in the Survey Input section of the RingCX survey report is mandatory and cannot be removed. Some customers have requested the ability to customize the report layout, including the option to remove this column if it is not relevant to their reporting needs.Proposed Feature:
Allow users to optionally hide or remove the uiicall1 column from the survey report.
Ensure that removing the column does not affect report functionality or data integrity.
Include an admin setting or report customization option for this purpose.
Business Justification:
Providing this flexibility will improve the usability of RingCX survey…1 vote -
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Hi Team,
I’d like to submit a feature request related to RingSense analytics and call review capabilities.
Request:
Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.Customer Need:
Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate…2 votes -
Ability to filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
10 votes -
Feature Request: Embedded Integration for RingCX + Zoho
I’d like to submit a feature request regarding the current RingCX integration with Zoho.
At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.
Requested Enhancement:
Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.
Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.
This enhancement would greatly improve usability and stability for customers leveraging Zoho…
3 votes -
Pre-chat quick replies / icebreakers for RingCX Engage Messaging
Allow Next Bot Action Without Requiring Initial Message Submission
I would like to request a feature enhancement for the chat interaction flow.
Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.
Requested Feature:
Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
After the chatter…6 votes -
IVA Custom Role Toggle
Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.
Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.
3 votes -
Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.
Allow login sessions to be kept active even when browser refresh so agents do not log out.
2 votesRelease 25.4.2 (December)
RingCX for Salesforce - Persistent Login Across Browser Refreshes:
Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.
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RingCX Agent voicemail greeting
A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.
6 votes -
Intelligent Grouping of Lead-Related Emails in RingCX
Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.
Requested Enhancement:
Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.
Example approaches could include:
Identifying leads based on shared data fields (e.g.,…
2 votes -
Route Calls to the Agent With the Longest Time in AVAILABLE State
Issue Summary:
Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.Current Behavior:
RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.Expected Behavior:
RingCX should route calls to the agent who has been in the AVAILABLE state the longest.Troubleshooting Performed:
Reviewed “Agent State Change Raw”…
1 vote -
Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Subject: Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Description:
Currently, RingCX Analytics provides token-based access for Realtime Dashboards, enabling secure external display. However, this functionality is not available for Historical Reports, which limits the ability to securely and selectively share historical data with authorized users.Use Case / Business Impact:
Organizations need access to historical RingCX data to generate reports and analyze trends.
Without token-based access, exporting historical reports requires manual CSV/XLS downloads or scheduled email/FTP deliveries, increasing operational overhead and delaying reporting.
Token-based access would allow only specific users to view these reports, preventing unrestricted access…
1 vote -
Agent rank
get Ring CX Agent Rank enabled at the Account level. Currently the platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower…1 vote -
Agent Ranking for RIngCX
Ring CX Agent Rank enabled at the Account level. Currently. The platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower rank.1 vote -
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
2 votes -
Last Agent Routing with Digital Queues
We have last agent routing for Voice Queues, but it would be very helpful to have this for digital queues as well. Example:
A customer responds to an email thread a couple of days later, but the original agent had closed the interaction due to lack of response or the interaction had timed out. Since the original agent had been working the email thread directly, we should have the option to attempt to route the interaction to them first.5 votes -
6 votes
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Add "call is being recorded" disclaimer for Inbound Queue call back
Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent
4 votes
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