1496 results found
-
Bring the application to foreground when agent script is configured for the queue or campaign
Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.
Requirement:
The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.4 votes -
Hold timer ringback
Request to add the following feature, "Hold Timer Ringback"
Feature that automatically rings the agent’s phone or forces the call to pop back into an active state after a set duration defined in the admin portal.
7 votes -
Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard
I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.
There is currently no way to back-up/restore a realtime dashboard/wallboard.
Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)
Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.
9 votes -
RingCX for ServiceNow - ability to customize data mapping for the log call fields
Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.
2 votes -
Ability to Configure Security and Operational Settings Per Agent (Not Limited to Agent Role)
Summary:
Request to reintroduce or add the ability to configure Security and operational settings (e.g., Call Control, Transfer Options, Real-Time Reporting) at the individual agent level instead of being restricted to Agent Role configuration.Current Behavior:
Following a recent update, settings such as Call Control, Transfer Options, and Real-Time Reporting are now managed exclusively under Agent Roles. Individual agent-level configuration for these options is no longer available.Problem:
Managing these settings only at the Agent Role level reduces flexibility and creates limitations for customers who require exceptions or custom configurations per agent.Common challenges include:
Inability to customize settings for…
1 vote -
ring CX call id
When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex
2 votes -
Restore configurable “Enter key = line break” behavior in message editor
Context In the previous solution Engage Digital, it was possible to activate an option in settings allowing advisors to create a new line by pressing “Enter” directly when writing messages. This significantly improved writing comfort and reduced errors. In RingCX, this option is no longer available (or not visible). Issue Advisors must now use “Shift + Enter” for every line break. As a result: Line breaks are frequently forgotten Messages are sent incomplete or poorly formatted to customers
1 vote -
Follow-up Button Toggle in Role Management
In ACE, I would like agents to have access to the Follow‑up button. Our call center is a commission‑based sales organization with managers, but as a best practice, agents should be sending follow‑up emails themselves. When an agent reviews their call to write a follow‑up, it would be valuable to have a strong starting‑point option available.
Would it be possible to add a role management option—such as “Show Follow‑up Button”—that can be enabled or disabled? This would allow call centers that want agents to use follow‑ups to turn it on, while giving others the flexibility to keep it disabled.
1 vote -
Block Phone Numbers in RingCX and RingEX
The ability to block a phone number on just one platform. RingCX and RingEX. We’re looking for the easiest way to manage this, as blocking a number currently affects all our queues.
1 vote -
Audit Log improvements
FEATURE REQUEST. In the Audit log, update the User ID and Element ID to be dropdowns to select the specific admin, queue or campaigns. Element already has some of these dropdowns. Or alternately, add the info icon to explain what needs to be included in those field.
Also the ability to export the audit log for easier review.
1 vote -
RingCX / Disposition visibility in conversations
In Engage Digital, when an agent closed a chat and selected a Post-Qualification, the value was displayed directly under each conversation bubble, providing immediate visual context.
In RingCX, agents correctly select a Disposition when closing a chat, but this information is no longer visible in the conversation view.1 vote -
Add “Average Handling Time” column to Real-time Agent view
Add a new column “Average Handling Time” in the Real-time Agent view.
This column should display, for each connected agent:The average handling time of interactions
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)2 votes -
Expose “Team” field in exports and statistics in RingCX
The Team field is correctly configured and populated at agent level in RingCX.
This field is a key structuring attribute used to:Distinguish different contact centers
Identify multiple teams within the same contact centerIt is essential for operational reporting and performance analysis.
1 vote -
Include Dispositions in “All Categories” field in conversation exports
In RingCX, Dispositions have replaced Post-Qualifications previously used in Engage Digital.
With Engage Digital, Post-Qualification values were correctly included in conversation/thread exports via the “All Categories” field.
The selected Disposition by agent should appear in the “All Categories” field, exactly as Post-Qualifications did previously in Engage Digital.1 vote -
External Agent ID missing from agent export files (CSV / Excel) and reporting
The External Agent ID field is correctly configured and populated in agent profiles within RingCX Admin, but it is not included in agent export files (CSV / Excel).
This prevents the use of exported agent data for downstream systems and reporting.1 vote -
agent login state desktop visibility
Currently when the RC Desktop App is running minimized, the taskbar icon does not show whether or not a user is logged in the the RCX agent pane, and there is no automatic login when starting the Desktop App or after e.g. a disconnect of the LAN/WAN connection.
While the Desktop App itself is doing a regular reconnect, the agent pane is not, so it will be helpful if the user would be able to tell from the taskbar icon whether he is still logged in as an agent.
There have been similar ideas regarding the taskbar icon for better…
1 vote -
Add ANI and Call Direction to “Engaged / Call Connected” Webhook Payloads
Short description of the issue:
Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.
Background / Context :
Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:• Turn the Balto application on when a call is engaged
• Begin recording and analyzing audio locally within Balto
• Turn Balto off when the call…1 vote -
Agent DND state
True, do not disturb state where agents can place themselves in, and even transferred calls are not possible to be delivered to them.
7 votes -
Add team filter to “Real‑Time Digital” and “Real‑Time Agent” views
Supervisors currently cannot filter real‑time indicators by team in the “Real‑Time Digital” and “Real‑Time Agent” views. This limits operational monitoring and makes it difficult to analyze performance and workload at team level.
1 vote -
Additional Audit Log Information for Audio Library Tracking
have the ability to track who made changes in the Audio Library
1 vote
- Don't see your idea?