1521 results found
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RingCX - Option to adjust estimated hold time in queue
Option to adjust how the estimated hold time in queue is calculated for RingCX voice queues.
2 votes -
Continuous Notification Sound "Ding" in RingCX Chat
Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.The sound will stop once the customer:
*Selects a chat option (e.g., requests a live agent), or
*Interacts with the chat interface (click/tap)This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
Once interaction is detected, the notification sound automatically stops.…
2 votes -
Some extensions that are configured as hidden in RingEX are still appearing in the RingCX directory.
Requested Enhancement:
To streamline administration and improve consistency between RingEX and RingCX, we are requesting a more seamless synchronization of directory visibility settings. Ideally, extensions hidden in the RingEX corporate directory should automatically reflect the same visibility behavior in RingCX without requiring manual exclusion.Expected Behavior:
We would like directory visibility settings to be consistent and synchronized between RingEX and RingCX. Ideally, if an extension is hidden in the RingEX corporate directory, it should automatically be hidden in RingCX as well, without requiring additional configuration.Workaround (Current Behavior):
At present, administrators can manually exclude extensions in the RingCX Corporate Directory…2 votes -
Voicemail Box
Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.
2 votes -
Allow transfer of interactions to a specific agent (RingCX)
In RingCX, interaction transfer is currently only possible to a specific queue (requeue).
Unlike Engage Digital, it is not possible to transfer an interaction directly to a dedicated / named agent.
This limitation is blocking for some operational use cases (expert handling, continuity of service, supervisor routing), where transferring to a specific agent is required.Expected evolution:
Enable the ability to transfer an interaction directly to a selected agent by name, in addition to the existing skill-based and queue-based transfers.2 votes -
RCX Allow Agent to Open the Queue when they are Logged In
RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.
2 votes -
Export DNC list
Add the option to download/export the DNC list in RingCX
2 votes -
Digital interaction routing to next available agent
Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.
2 votes -
Ability to Customize AI Compliance Prompts
Summary:
Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.Current Behavior:
At present, AI compliance prompts can only be enabled or disabled via:
Admin → Settings → Accounts → Compliance PromptsThe available prompts include:
Recording Announcement
AI Quality Management Announcement
AI Processing AnnouncementThere is no option to modify or customize the content of these prompts.
Problem Statement:
Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:Misalignment with local legal wording requirements
Inconsistent customer…2 votes -
Disposition for manual outbound calls
Please add the option to add dispositions to manual outbound calls where "default" is selected on the "queue" dropdown
2 votes -
RingCX for ServiceNow - ability to customize data mapping for the log call fields
Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.
2 votes -
Add “Average Handling Time” column to Real-time Agent view
Add a new column “Average Handling Time” in the Real-time Agent view.
This column should display, for each connected agent:The average handling time of interactions
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)2 votes -
Enable Direct Association of Workflows with Queues for Outbound Calls in RingCX
In RingCX, outbound workflows that trigger actions such as automated emails are currently tied to workflows that are triggered through dispositions. These workflows are manually assigned at the agent level. At present, agents can be assigned to only one manual outbound workflow, and this assignment can be configured only by administrators. Agents do not have the ability to select, switch, or apply different workflows on a per-call or per-queue basis.
This creates a significant limitation for organizations that manage multiple clients, queues, and outbound scenarios. The customer requirement is for agents to be able to select the appropriate workflow based…
2 votes -
Agent Whisper Data in RingCX Analytics
Summary
Introduce visibility of Agent Whisper events within RingCX Analytics to allow supervisors and administrators to track whether a whisper was successfully connected to an agent during interactions.Problem Statement
Currently, RingCX Analytics does not provide any data or reporting on Agent Whisper activity. There is no way to determine:If a whisper was initiated
Whether the whisper successfully connected to the agent
The duration or timing of the whisper
The frequency of whisper usage across interactionsThis lack of visibility limits quality assurance, coaching effectiveness, and operational insights for teams relying on real-time guidance features.
Proposed Solution
Enhance RingCX…2 votes -
Reporting for Max Queue Calls
It would be helpful to have visibility into how many calls are dropped each day once the voice queue reaches its set limit. For example, if the maximum queue calls is set to 7, any additional incoming calls are dropped after that limit is reached. A report showing the number of calls dropped due to hitting this limit on a daily basis would be very useful.
2 votes -
Historical Reports for Callback Requests for the next day
Ability to have a Historical Reports for Callback Requests for the next day. The current reports only show callback requests already made
2 votes -
Chat invitation message criteria in in messaging targeting rules
add a condition criteria in messaging targeting rule for when the chat invitation message was declined
2 votes -
Prevent an agent from requeing into a queue with no available agents
Prevent an agent from requeing into a queue with no available agents. This helps ensuring no calls are accidentally sent to a queue with no one available to pick up the phone.
2 votes -
ability to activate call forwarding on all company numbers on the account
When activating a call forwarding using all company phone numbers it should applied on
all of the numbers on the account not just only applicable on company numbers, because it gives a misleading to the customers.2 votes -
Enable Automated Disposition Email Generation for Manual Outbound Calls
RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.
However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.
Current Limitation:
Automated disposition-triggered emails only work for inbound calls
Manual outbound calls do not generate emails, even when dispositions are applied
Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound callsRequested Enhancement
Enable automated email generation for manual outbound calls,…2 votes
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