484 results found
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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 -
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…
2 votes -
Remove/disable emojis and gif for RCx digital chat responses
Remove/disable emojis and gif for RCx digital chat responses
2 votes -
Ability to hear the disconnect message using integrated softphone if the user dials a disconnected number.
We request the creation of a Feature Request to explore options for aligning or offering configurable signaling behavior for RingCX outbound calls, including how the system handles calls to disconnected numbers. The goal is to more closely match the signaling behavior of standard RC outbound calls, enhancing consistency and reducing friction for customers utilizing both systems.
2 votes -
Hubspot for RingCx - have an automatic call log created for call attempts
Hubspot for RingCx - have an automatic call log created for call attempts such as manual outbound or dialer calls that are not answered
2 votes -
AI Response Assistance in RingCX for Digital Interactions
Makes a suggestion or pre-populates the sentence the agent is formulating when the agent is typing on a digital interaction
2 votes -
RingCX historical real-time report discrepancy alignment
Go Auto Insurance (UID: 63121724012) requires improved alignment between RingCX Real-Time Dashboard analytics and Historical Reports for 'Presented,' 'Answered,' and 'Abandoned' call metrics. While a 1:1 match isn't feasible due to underlying system differences, we request enhancements to better approximate real-time data or provide clearer reconciliation methods for key discrepancies like 'Calls Answered,' to ensure consistent and reliable call center performance reporting.
2 votes -
Make Phone Numbers Assigned to RingCX Voice Queues Searchable When Making or Transferring Calls
The customer requests that phone numbers assigned to RingCX voice queues be searchable by queue name in the corporate directory. This would allow agents to easily find and select the appropriate queue when making or transferring calls, instead of manually entering the number.
2 votes -
Display ANI Location (City and State) in RingCX Real-Time Dashboard
Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.
2 votes -
RingCX Post Call Survey Recording
We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.
2 votes -
Auto-populate the Disposition name to the Subject in Email templates for call disposition
Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.
This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…2 votes -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.
This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
2 votes -
Real Time Inbound Navigation Updates
Looking for an easier way to click into details under Real Time Queues
- If 5 calls were abandoned, would like the ability to click on the abandoned calls and see which ones they were / get the details of those calls. Would like to have a tab when you click on the queue that shows each call detail (what happened to that call (connected, abandoned, etc.), who called in, what time, was it missed, etc)
- Currently when you click on the queue, only shows the active calls and which agents are logged into the queue.2 votes -
Log Internal Calls | RingCX For SalesForce
Ability to log internal calls (calls made from RingCX for Salesforce to RingEX extensions)
The current CRM app only supports logging calls for external contacts, but not for the corporate directory (RingEX extension).2 votes -
RingCX Additional Call Events
In RingCX, create additional call events in which When a missed call occurs or When a callback is initiated or completed, the system will send automated emails to a specified recipient or distribution list based on these triggers.
2 votes -
Call queue extension and Phone numbers must also display in the RingCX Corporate directory
When searching the Phonebook directory in RingCX, both the queue extension and the associated phone number should be displayed—even if the number is directly linked to the RingEX Call Queue group extension. The customer requests that the RingCX directory experience mirror the behavior and data visibility currently provided in the RingEX directory.
Current Behavior:
In RingCX, when users search the Phonebook directory, only the call queue name and extension are displayed. The associated phone number is not shown, even if one exists.Expected Behavior:
While using the keypad in the RingCX app, as users begin typing a queue name, the…2 votes -
Ability to Deactivate Agents and Retain Historical Reporting in RingCX
Customers need the ability to deactivate or disable agent accounts in RingCX instead of deleting them when an agent leaves. This feature should allow reassigning the license to a new agent without losing the historical reporting tied to the original agent’s profile. Currently, deleting an agent removes access to their historical data, and modifying profiles causes historical reports to reflect the new agent information, which is not ideal. Implementing this feature would help preserve valuable reporting data while efficiently managing license reassignments.
2 votes -
Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
For RingCX Historical Dashboards, Tommy wants a KPI similar to Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
2 votes
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