1521 results found
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Improved Handling of iOS/Android Call Screening in Predictive Dialer with Enhanced Voicemail Detection Profiles
Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.
Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing,…
4 votes -
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available.
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.
4 votes -
Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to…
4 votes -
Have AI Summaries and Transcriptions show in plain text on RingCX Analytics instead of a URL
Currently the AI Summaries and transcriptions are showing on the reports in the form of URLs. Some customers would want to have this in plain text for it to be easier to extract from the reports as well as easily visible in activity logs when using RingCX embedded agent applications.
4 votes -
Ask first transfer creates a blind conference. Does not behave as expected.
When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.
Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.
4 votes -
RingCX Chat Channel_Option to transfer chat directly to the agent
RingCX Chat Channel_Option to transfer chat directly to the agent
The customer is requesting the following options: When they reply to an email initiated by an agent, the response should be routed directly back to that agent. Alternatively, they would like the ability to manually transfer the email to the agent who originally contacted them."4 votesPlease provide additional info and use cases.
- Automatic assignment to agent? (Last Agent Routing)
- Direct transfer by Supervisor or from another agent already working on the interaction?
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Hubspot embedded agent
Instead of Hubspot being an extension, work with hubspot to embed the agent console into the CRM
4 votes -
RCX | S3 bucket retention
Customer wants the call recordings from the RCX that are being transferred to their S3 bucket they need the ability to keep the full recording link since the call recording is no longer in the RCX servers for them to keep it active in the future.
4 votes -
Chats with no customer activity being routed to agents – Ideally, these should be reopened and returned to the queue instead of being direct
Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.
Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.
We recommend considering this feature for future updates to offer more flexible chat routing options.
4 votesNot clear. Define "no customer" activity
For the part about if chats are closed by customers, assuming that we're talking about Live Chat: if customer abandons chat, but leaves email or phonenumber, should this not reach an agent?
Are you proposing to remove abandoned chats from the queue?
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Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation,…
4 votes -
Report on Custom Agent State in RingCX
Currently, any agent state configured on an Account will show as (empty) vs what is mapped to the underlying base state.
We must display the states customers are expecting to see based on their account setup.
4 votes -
Efficiency in Searching and Retrieving Customer Correspondence
Current Setup:
- Only a single basic search bar and limited filter options are available
- No status indicators (read/unread, responded/unresponded) at-a-glance
- No quick summary or icons to show assignment or engagement status unless each message is clicked individuallyRequest:
- Easily search email content by name, order number, or keywords
- Filter messages by response status (read/unread, new/engaged)
- Allow shift-based filtering (e.g., emails received from midnight–10 AM)4 votesRead/Unread by customer or agent?
For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.
For responded/unresponded: status_in: New or Replied
please provide more details what and why is needed for searching, what objective it achieves.
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Hold Feature Enhancement
Lack of clear hold indication creates compliance and customer experience risks.
Inability to confidently place a member on hold or manage multi-party communication interrupts workflow efficiency.Feature Request:
Add a clear visual indicator or status confirming when a member is on hold.
Enable a true multi-line experience, where agents can:
Put the member on hold.
Speak privately with a help desk or back office.
Resume the call with the original member after the side conversation.
Improve supervised transfer behavior to ensure the original caller is reliably placed on hold while internal consultations occur.
4 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…
4 votes -
Apply Voice Skill Assignment to Callbacks.
Skill assignment via route to agent queue event within voice queue is not being followed for Callbacks.
Scenario:
Voice queue is configured with 2 route to agent queue events. Queue event 1 is set to route to agents with a "Tier 1" skill for 5 minutes. Queue event 1 also has DTMF enabled that allows for callback to be selected. Queue event 2 is another route to agent queue event, but it is configured to route calls to the "Tier 2" skill.Issue:
Skill assignment is not being followed for callbacks. If a caller selects DTMF option to leave a…4 votes -
would like digital interactions to prompt the agent only after they finish the call, not while the call is in progress
While on a call, a pop-up for a new digital interaction shows up and takes them away from their current screen. This is distracting for both the agent and the customer.
4 votes -
SLA % calculations - create inbound presented or remove outbound from calculations
Currently IB queue SLA% is calculated using the "Presented" metric -- "Presented" is calculated using both IB calls presented to an agent AND OB session/Agent Leg connection calls. -- This inherently skews SLA% as the OB session/Agent Leg connection calls are not true/real calls "presented" to the agent. The SLA% should calculate only IB calls; e.g. if a customer has a 30 second SLA set and 100 calls come into a queue (90 are answered prior to 30 seconds) their SLA% (adherence) would be 90%.
4 votes -
SMS Alert Tone In RingCX
We would like to have an audible notification or push notification when receiving messages from SMS queue in RingCX. This would be helpful for us to manage our company SMS within RingCX.
4 votes -
Allow Uploading Audio Files from Workflow Studio
When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.
I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.
4 votes -
Ability to allow Litify objects to mapped on RCx SF embedded agent
We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well
4 votes
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