1521 results found
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Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
9 votes -
Subject: Feature Request: Separate Disposition and Wrap-Up Settings in RingCX
Summary:
We request a feature enhancement for RingCX that allows Wrap-Up settings to function independently, even when Agent Disposition is disabled. Currently, the Disposition prompt is tied directly to Wrap-Up, making both share the same time settings. This limitation restricts operational flexibility and does not align with customer preferences for separate configurations.Detailed Description of the Request:
At present, in RingCX, the Disposition prompt and Wrap-Up are intertwined:If Disposition time is set to 30 seconds, the same applies to Wrap-Up time.
Disabling Disposition entirely also disables Wrap-Up functionality, which is undesirable for customers who prefer one without the other.…9 votes -
Calls should return with specific reasons such as invalid, rejected, blocked, and declined
When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"
Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means
9 votes -
Integrate RingEX Personal Contacts to RingCX Directory
The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone
9 votes -
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 -
Supervisor actively monitoring should be able to record
When a supervisor is actively monitoring an agent's call, they have the option to coach or barge-in. Supervisor should also be able to record that call to share with the agent later and do post-call coaching on improving the customer experience
9 votes -
Dashboard Access for Agents
This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.
9 votes -
Agent personal queue - Easy UI feature
Currently within RingCX, if a customer has a need for customized caller experience per agent, various routing requirements for agents, or something similar, they have to create an individual queue for every agent. This becomes cumbersome for a manager and reporting is not set up for this when wanting a wholistic view. Many customers see this as a requirement. Having a simple checkbox, drop down menu, or something similar associated at the agent level that allowed for simple management and reporting of direct agent routing would solve many issues for customers, new and old.
9 votes -
Create a Repeat Queue Event option
Create an option to select “Repeat Event” and “Number of Repeats” (a specified number or indefinite). This would allow the ability to have the programmed event in the Queued Event Configuration to repeat indefinitely or for a specified number of times for the interval time as configured in that Queue Event. This option would prevent the administrator from having to create duplicate events.
9 votes -
Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
9 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.
9 votes -
Unified interaction routing: Detect forwards in real time and auto-close the orphaned interactions
Problem Statement:
Currently, when an agent forwards a digital interaction (like an email) to another channel or department, the system behaves differently than a standard requeue. Instead of seamlessly transferring the work, the system leaves the original interaction in an open state and generates a completely new, disconnected interaction for the forwarded item.Business Impact:
-Agent Confusion & Friction: Agents must perform multi-step manual wrap-ups to close the original interaction, increasing Average Handle Time (AHT).
-Fragmented Journey: Splitting the interaction breaks the historical thread, making it harder for the next agent to see the full context.
-Administrative Burden: Our admins…8 votes -
Ability to pause recording on transfer to queues that have call recording disabled
Current Behavior: Call recording persists uninterrupted after a call is transferred to any destination.
Requested Behavior: Automatically stop or pause call recording the moment a call is transferred to a call queue that has recording disabled.
Justification: Ensures data privacy and compliance standards are maintained automatically without relying on manual agent intervention.
8 votes -
Ability to control the start and end times for Callbacks generated from Inbound Queues
Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.
8 votes -
Native Mass Email Campaigns / Broadcasts
Description:
Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.Use Case:
Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.Business Value:
Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party…8 votes -
Ability for agents to manually schedule a callback for a customer without using dialer
Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.8 votes -
Timezone option for Historical Reports
RingCX Analytics, need an option to Historical reports to change the timezone on a report.
8 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX
RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.
As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.
Requested Features:
- Forecast call and digital channel volume using historical RingCX data
- Interval-based forecasting (e.g. 15 or 30 minutes)
- Staffing recommendations based on SLA targets (for hour/day/week/month)
-…8 votes
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