1093 results found
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Potential Spam
Automated system wide blocking of spam numbers to all extensions requiring no action by customers.
6 votes -
Add Agent State Change Report to Historical reporting platform
This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.
6 votes -
Ready PENDING-ERR leads
When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.
6 votes -
Multiple phone numbers field for RingCX lead list
Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."
6 votes -
Scheduled Report Download
RingCX Scheduled Report.
Current Behavior: When customers receive their RingCX scheduled report, they will click on a link which then requires them to log in to ringCX. But then when logged in all it does it take to default view. Meaning this see interactions button functionally does nothing.
Then while they are in the system, they click their saved report and then hit the download button. Which then sends another email.Suggested Improvement: When customers receive their scheduled reports, it should contain the download report instead to make this process more straight forward.
This will improve customer experience by eliminating…5 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
5 votes -
When logging out of RCX or refreshing: digital tasks are immediately sent back to the queue.
When logging out of RCX or refreshing: mails in task mode assigned to an agent move to the Inbox instead of being kept on the task mode. the idea is to "keep" digital tasks assigned for a certain time with the same agent even if he refreshes the browser or disconnect from RingCX.
5 votes -
Display Agent Call Hold Status and Duration in Supervisor Dashboard
We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.
Current Behavior:
The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.Requested Enhancement:
Add the following to the Supervisor Dashboard:1.Hold…
5 votes -
Option to Transfer RingCX Calls Directly to RingEX Ext's Voicemail
Add Option to Direct Transfer RingCX calls to RingEX Extension's Voicemailbox Using the Transfer Button
5 votes -
"Accept" and "Accept and Go" do the same thing when no active Interaction
In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.
I purpose to amend the design to fall within…
5 votes -
able to remove duplicates found in this list and existing list
In RingCX, when uploading lead list, we can only select either remove duplicates found in this list or existing list.
It would be better if we can do both as this is tidious for us since we have to remove the duplicate in the list first in other platform before uploading it in the ringcx again.
5 votes -
RingCX and RingEX ring group searches
Ensure RingCX search behavior and UI visibility is consistent with RingEX UI behavior for lookups
Investigate whether the RingCX search result display can be improved (e.g., visual indicator for scrollable content or removal of the result limit).
If not currently supported, please escalate as a feature request to address search usability and parity.5 votes -
Persistent Caller ID in Call History
Agents currently report that while a caller's name is briefly displayed during the ACD (Automatic Call Distribution) ringing phase, this information disappears from the agent dashboard and call history once the call is answered and completed. This lack of persistence makes it difficult for agents to efficiently identify and review past callers for follow-up, record-keeping, or general call context.
5 votes -
Increase Historical Report Capacity
RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.
5 votes -
Supervisor access for survey results in RCX
Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.
5 votes -
ability to Adjust the delay associated with the "auto-answer" behavior for agents handling email interactions within the RingCX product.
Once an agent is identified as available, the system sends a new email within approximately 2 seconds. We are exploring the possibility of adjusting this delay to 5 or 7 seconds.
5 votes -
Add priorities (ranks) to digital queues by agent similar to call queues
Add priorities (ranks) to digital queues by agent similar to call queues
5 votes -
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.
5 votes -
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.
5 votes -
Feature Request – RingCX Queue Templates for General Settings and Queue Events
Hi Team,
I'd like to request the following enhancements for RingCX to improve administrative efficiency and scalability when managing multiple queues:
General Settings Template for RingCX Queues
A centralized template that allows admins to apply or update all general settings across multiple queues at once. This will help reduce manual configuration and ensure consistency across environments.Queue Events Template for RingCX Queues
A similar template feature under Queue Events, enabling bulk updates or standardization of event settings (e.g., pre-queue, in-queue, post-queue behaviors) across selected queues.These enhancements would significantly streamline queue management, reduce errors, and improve administrative workflows, especially in…
5 votes
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