1521 results found
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Allow agents to set a specific callback date and time when selecting the "Callback" disposition during manual calls.
When an agent selects the "Callback" disposition, a date and time picker should appear, allowing the agent to set the exact date and time for the callback as provided by the customer.
3 votes -
RingCX Digital: Email Address on To/CC Fields
There should be a Reply All option in RingCX Digital Email. When selected, it should add all email addresses from both the To and CC fields into the To field of the reply, ensuring that everyone in the original conversation receives the response.
3 votes -
SMS Templates (Reply Assistant)
Have Reply assistant appear on initial outbound message for SMS. currently it works on replies but not on the initial outbound message. SMS templates work but not in HubSpot/My Messages in initial outbound SMS; workaround is to use “All Messages”
3 votes -
Smart Automatic Close for Live Chat Scope Configuration
Currently, when creating a digital channel, if you choose the "Enable Live Chat" option in the Scope Configuration section, you do not get the ability to set up the Automatic Smart Close configuration. The feature is available for all other options.
3 votes -
Over all counts for all the leads
I have 10,000 leads in a list.
I want to see overall counts for that list, specifically:
How many are finalized.
How many are still open.
For the open leads, a breakdown by call attempts.Example:
10,000 leads loaded
5,000 still open
2,500 dialed 2 times
1,500 dialed 3 times
1,000 dialed 4 times3 votes -
RingCX API should expose agent statuses (availability and offhook state)
The RingCX API should expose agent statuses (such as availability and offhook state) in addition to supporting event subscriptions.
3 votes -
RingCX should be compatible to all Headsets
Currently, RingCX is only compatible with RingCentral-recommended headsets. We are requesting to expand the compatibility of all headset brands, not just RingCentral-recommended headsets.
3 votes -
Have a single page for Supervisors to see Stats and Supervisor tab data.
Today if you want to view call stats such as seeing how many are in queue, a supervisor has to switch between Stats and Supervisor tab to monitor both.
It would be nice to have one view to see all relevant information about the current stat of the queue and agents together. Essentially combining Stats & Supervisor tabs together.
Having a few like this backed behind permissions so even Agents could have a similar view but not have the supervisor controls like listen would be ideal. It let's agents manage their times and breaks better knowing the status of other…
3 votes -
RingCX Phonebook Export option
Title: Add Export Option for Phone Book in RingCX
Description:
It would be highly beneficial to have an Export option for the Phone Book in RingCX. This feature would allow users to easily back up, share, or manage contact data outside the platform. Currently, there is no built-in way to export entries, which limits flexibility and efficiency for users managing large contact lists.Use Case:
Users need to extract contact information for reporting, auditing, or migration purposes. An export function (e.g., to CSV or Excel) would streamline these tasks and reduce manual effort.3 votes -
RCX Trigger a notification to admins if the call recording fails
In RingCX Analytics, we have noticed that there are some UII that doesn't have a recording even if there was a talk time and and handle time. Admins are requesting to get a trigger notification if the call recording is not running.
3 votes -
Expand Agent Notes on Disposition window
Currently, when agents are in the Disposition state and enter disposition notes, the notes field does not expand once the content exceeds a single line. This limits visibility and makes it harder for agents to review or edit longer notes.
Proposed Enhancement:
Enable the Agent Notes field to automatically expand (or provide a manual resize option) when text exceeds one line, allowing agents to view and edit their full notes without excessive scrolling.Benefits:
Improves note-taking efficiency
Reduces errors from missed or overlooked information
Enhances agent experience and productivity
3 votes -
Unified Call View – Active & Waiting Calls on One Screen
Customer Expectation:
Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.Current Limitation:
RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.Benefits:
- Continuous Workflow: Agents can stay in one screen without breaking focus.
- Quicker Call Management: Immediate awareness of…3 votes -
Same Number Callback Request Changes
Please add logic and verbiage for when a caller has a pending callback request and calls back into the RingCX voice queues from the same ANI. Today, the process does not detect when there is a pending callback request and offer the caller to resume their spot in line. The call is treated like a second contact, and can be misleading when the queue position is read back to the caller. A second callback is allowed to be scheduled, but is then discards the second callback request once the callback request is completed. Please add the following logic to the…
3 votes -
Logging into Multiple RingCX Platforms
RingCX user (agent or supervisor) needs to be logged into both the RingCX Web Application and the RingCX Salesforce CTI Widget simultaneously. The goal is to support multi-platform workflows, such as managing calls in Salesforce while using reporting or advanced features in the full web app.
3 votes -
Reduce Callback Confirmation Pause Time
When a caller requests a callback, they can choose to receive the callback from the originating phone number, or choose to enter a new phone number. When the caller enters a new phone number, there is a long pause before the caller hears any type of confirmation of the number the callback will occur to. This can make callers believe something has gone wrong with the callback request process, causing them to hang up prematurely. This pause should be reduced in length, or better yet, set to be a configurable value.
3 votes -
Display Digital SMS ANI in RingCX Analytics Interaction Details
I’d like to submit a feature request for RingCX Analytics.
Currently, when reviewing Interaction Details for Digital SMS interactions, the ANI field displays as "N/A." For better visibility and reporting, it would be highly beneficial if the actual ANI (sending number) were displayed in this field.
This enhancement would help teams more effectively track and analyze SMS interactions, especially when handling multiple Digital SMS numbers.
3 votes -
RingCX for servicenow
Pediatrics Associates Family of Companies' (UID#185248027, RCX#
31740001) ServiceNow developer's recommendation/request, after installing the RCX for SNow integration, would be for RC to expand upon their ServiceNow offering to allow for an ITSM-friendly approach for the many ServiceNow clients out there who are just leveraging ITSM and may not have CSM entitlements. I don't think it would take much heavy lifting aside from offering a system property within ServiceNow to indicate whether to leverage CSM or not to leverage CSM. Based on that flag, their softphone iframe can either display Case/Case Task or Interaction lookup capabilities. Also, instead of account,…3 votes -
Combined Voice and Digital Interactions Handled in RingCX Analytics
In the Agent Activity report, when the filter is set to all channels, the Interactions Handled metric does not include the digital interactions handled. When the filter is set to voice channels only, the interactions handled are the same as when the filter is set to all channels. And when the filter is set to channels only, Interactions Handled and Acceptance Rate are blank.
To check the actual digital interactions handled by agents, one must go to Digital Analytics > Activity tracking > Conversations activity.
It would be a great feature to have a report that can show all interactions…
3 votes -
Native Call Waiting Functionality with Real-Time Caller ID Visibility for In-Queue Callers in RingCX Agent Interface
Add a native feature to display Caller ID (name and number) of waiting callers (2nd, 3rd, etc.) within the active call screen in the RingCX Agent interface.
Current Limitation:
Agents are currently unable to see Caller ID information for waiting calls unless they leave the active call view and manually navigate to other areas like the Analytics or Supervisor tabs. This creates a disjointed experience and impacts real-time decision-making.Use case:
An agent is currently engaged in a live call. While speaking, they can glance at the interface and see the next caller waiting — “John Smith | (555) 123-4567…3 votes -
Overall Platform Intuitiveness and Team Adoption
Client Feedback on Current Setup:
- The platform is not intuitive for their team, particularly compared to Gmail
- Significant training and manual effort required to manage workflows
- Difficult to gain team adoption due to lack of visibility and increased overheadRequest
- More intuitive UI/UX
- Fewer clicks to perform routine actions (assignment, visibility, filtering)
- A faster learning curve for new agents3 votes
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