1521 results found
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Enhanced Agent Dashboards for Queue Visibility and Custom Statuses
Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.
Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.
We request the…
3 votes -
option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call t
An option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call to a user on the REX system?
3 votes -
Allow Callback Requests to Include Country Code
Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.
Business Need:
Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.Benefits:
Ensures international clients can successfully request callbacks.
Improves accuracy and efficiency of callback routing.
Reduces manual handling or missed return…
3 votes -
RingCX Domo Integration (For Analytics)
Would like a direct integration built between RingCX and Domo Analytics, instead of having to SFTP
3 votes -
Email Digital Topology Routing Control
Overview:
Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.Current Limitations:
-The system’s decision-making process for agent assignment is unclear.
-There is no administrative control over how long the system attempts to route to the original agent before reassigning.
This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
-Set…3 votes -
UC and RCX call recording report
Currently, when calls are made in RingEX using a RingCX-provisioned number as the caller ID, the call appears in the Interaction Details report in RingCX. However, since the call is initiated from the UC side, the corresponding recording isn’t visible within RingCX.
The customer is requesting the ability to include these UC-originated calls — along with their recordings — in RingCX reporting for better visibility and tracking.
3 votes -
Outbound Dialing Should Use Updated Phone Number After Agent Lead Update
Description:
Currently, when an agent updates the phone number in a lead record (Agent Lead Update), the system continues to dial the old phone number during the outbound call process. Although the lead information reflects the new number in both the Lead Search and Lead View pages, the dialing logic still references the outdated number.Expected Behavior:
When a lead’s phone number is updated by an agent, the system should immediately reference and use the updated number for any subsequent outbound dialing attempts, without requiring the lead to be re-passed or refreshed.Actual Behavior:
Updated lead details display correctly in…
3 votes -
Folder mode SMS dispositioning
In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.
3 votes -
queue events
Currently in RingCX, if all agents logged into a queue are busy or unavailable, or if a caller has been on hold for an extended period of time, the system routes callers directly to voicemail (or continues holding until timeout). There is no built-in option to reroute callers to a backup RingEX ring group before voicemail is triggered.
Current Behavior
Callers enter a RingCX voice queue.
If all agents are busy, callers wait in queue until:
An agent becomes available, or
A voicemail/timeout rule takes effect.
There is no ability to configure a conditional overflow to a RingEX ring group.
…
3 votes -
priorities
In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.
Current Behavior
Digital interactions received after hours queue up.
When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.
Phone calls wait in queue until digital interactions have been cleared, unless…
3 votes -
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).Details / Business Need:
Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.
The form should automatically generate and send an email containing escalation details to predefined recipients.
This is critical for time-sensitive issues and improves communication between agents and management.
Problem Statement:…
3 votes -
Have Answered Interactions per Agent have a per-hour report
Have an option for Answered Interactions per Agent or any other report, have a per-hour (per-day) option. This gives a clear view of how calls are trending and how productive agents are in handling calls.
3 votes -
Custom Agent State
Ability to update the time limit for a custom Agent State aside from Break and Lunch.
3 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
dashboard ring no answer
Call which have not been answered by an agent and which trigger the RNA state appear multiple times on the Supervisor Dashboard until they are actually routed to an agent. Whilst logically, this makes sense it does not make for an easy interpretation. Can we show such calls as one single call/interaction within the dshaboard.
3 votes -
Automatically send SMS messages for missed outbound calls.
A feature to automatically send SMS for any missed outbound calls. The current built-in workflow in the RC App primarily supports inbound calls only.
3 votes -
Add an interrupt message to queue events
Currently, we only have "looping audio" action in queue events. It would be better if we also have
“interrupt audio or interrupt message” that can be set up separately along side the looping audio action. Customers can use this to upload company ads messages and reminders for upcoming events such as holidays, promo and others.3 votes -
RCX | Press pound (#) Message
The ability to add an automated message to press the pound key (#) when the their callers are routing to a Callback IVR since this is a system message there is no option to add this automatically. The customer needs to manually add it to the greeting.
3 votes -
RIngCX - Fixed amount for Agent States
We would like agents to only be in certain states for a fixed amount of time and for the agent's state to be automatically changed to available
3 votes -
Manual Call Recording for Manual Outbound Calls
All 140 Agents that place Manual Outbound Calls in RingCX need the ability to decide when/if they record their calls. If they do choose to record the call, they want to be able to drop a Audio File that will play to the customer that the call is being recorded (this is currently not supported with Manual Outbound Calls but is possible with the Dialer).
3 votes
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