48 results found
-
View Ring CX Realtime dashboards in minutes and seconds.
Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.
Max Q, Avg Q etc.
88 votes -
Position in Queue Announcement
In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.
48 votes -
Dark mode feature
We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.
41 votesDark mode is now supported with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
-
Ability to export IVR from Studio
Need the ability to export IVR Studio so they can be shared and imported.
41 votes -
Filter by Voice/Digital Queue in RingSense for RingCX
Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.
34 votesI'm pleased to announce that this feature is live! RingSense (RS) now lets you:
- Filter interactions by Queue (REX/RCX) and Disposition in the filter panel.
- See source identifiers on each interaction—including the queue (REX, RCX) and the final Disposition value—for clear traceability.
- Target scorecards using Queue and Disposition so you can tailor evaluations by routing path or final outcome. (Great for customizing scorecards by team/flow or result.)
More details in the attached screenshots.
Why this matters
- Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
- Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
- Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.
-
Ringcx voicemail Email notification includes transcript of the voicemail
Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.
This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.
32 votesInteractions coming through the Queue voicemail channel provide transcripts now
-
RingCX - Option not to count outbound queue calls within inbound reporting stats
Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.
This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.
Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.
28 votes -
Being able to change an agents status through the Real Time Dashboard
We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent
19 votes -
Increasing file size limit for file uploads when submitting a support ticket
File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded
18 votes -
Interaction Issue Hot Button
The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…
18 votes -
Impersonated admin showing incorrectly in the audit trail
We need an update to the Audit Trail.
Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.
In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.
15 votes -
WhatsApp Outbound API
Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).
15 votesRingCX has an API that facilitates this
-
Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
13 votes -
Admin State Change
Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.
12 votes -
Ability to disable File Upload Feature in RingCX Digital Chat
Requesting an option or ability to disable the file upload feature in RingCX Digital Chat, as it poses significant security risks such as malware, spyware, and numerous other threats.
10 votesAdded Engage Messaging channel settings:
- Allow web visitors to send attachments
- Allow agents to send attachments
-
Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 votes -
Change color of lettering to red when agent goes into RNA Status.
When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.
9 votes -
Sound Alert to Notify Agents in Engage Voice when their Status is in RNA
Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.
9 votes -
add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls
Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.
It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.
8 votesThank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.
-
RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes
- Don't see your idea?