1613 results found
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RCX | Unique Caller Reports
Customer is looking for a more simplistic way of filtering the Unique callers they have coming to the RCX. They want to have a Report that will show them the unique caller and also a way to filter or the option to show how many times a specific number called them within a day, month or year.
2 votes -
Call Park in RingCX
Feature Request: Call Park for RingCX
Summary:
Enable Call Park functionality within RingCX to allow agents to place a call on hold in a shared "parking spot" and retrieve it from any other device or extension.Details:
Currently, RingCX does not support call parking, which limits flexibility for teams handling calls across multiple devices or locations. Call Park is a critical feature in traditional PBX and UC systems, and its absence in RingCX creates workflow inefficiencies.Proposed Functionality:
Agents can park an active call into a designated slot.
The system generates a unique park number or code.
Any agent or…
2 votes -
Retroactive Update of Historical Reporting Data
We would like to request an enhancement to allow updates made in the admin portal (e.g., DNIS description name changes in RingCX) to be reflected retroactively in historical reporting data.
Current Behavior:
When a DNIS description name is updated in the RingCX admin portal, the new description only applies to data moving forward. Historical reports continue to display the previous DNIS description, which can lead to inconsistencies and confusion when analyzing past data.Requested Enhancement:
Enable the system to apply updated DNIS description names to historical reporting data, so that reports reflect the most current naming conventions regardless of when…2 votes -
RCX | Blinking Alert when a call is waiting in queue
Have an ability in Real time dashboard to set up like a blinking alert when a call is waiting in a queue for more than the SLA that is set up.
2 votes -
Hide EX Caller IDs when logged in to CX
CX users have the EX dialpad populating when selecting the dialpad. This is creating a discrepancy with their CX functionality and reporting of outbound calls. The call detail is capturing in their EX history instead of in their CX history, and the associated reporting in CX is not capturing the details. Desired functionality is that if the user is in CX mode, the only dialpad that will populate is the CX dialpad. Seems this is occurring when disposition window is open and dial pad is selected, and/or if disposition is not selected and subsequent outbound call is attempted.
2 votes -
Allow digital interaction notifications (email/chat) to queue in the background instead of blocking the screen
When a new digital interaction (email or chat) arrives, the current pop‑up takes over the entire interface and prevents the agent from continuing any active work until the notification is accepted or declined.
Instead of forcing the pop‑up to appear in the center of the screen and dimming the entire UI, provide a way for new digital interaction notifications to queue in the background. This would allow agents to continue whatever they’re working on without interruption, while still keeping the new interactions visible and accessible.
The value in adding this is it improves working efficiency, reduces interruptions, and aligns with…
2 votes -
Ability to Block Incoming International Calls by Country or Area Code in RingCX
Description:
We would like to request a feature in RingCX that allows administrators to block incoming calls based on country or area code, rather than manually adding individual numbers.Current Behavior:
At present, the only available method to block unwanted calls is through Blocked ANI, which requires manually entering each phone number. This approach is not scalable, especially when dealing with high volumes of international spam or unwanted calls from multiple numbers within the same country or region.Requested Enhancement:
Introduce a configuration option within RingCX (e.g., under Channels > Blocked ANI) that allows:Blocking calls by country code (e.g.,…
2 votes -
Better visibility in reporting for when a customer disconnects from the chat interaction
Currently when a customer leaves a chat, the agent still has to end the chat and disposition. This inhibits the ability to provide client reporting or evidence this is not work avoidance behavior.
2 votes -
RingCX Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics
Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics
Product
• RingCXTitle
• Allow administrators to manually adjust or correct invalid agent activity tags in historical analytics data.Description
• Currently in the Analytics module of RingCX, agent activity data (such as RNA, Ready, Not Ready, etc.) is automatically recorded and cannot be modified once logged. In cases where agents accidentally leave the system running or when a status is incorrectly captured, these records can create inaccurate reporting metrics.It would be beneficial to introduce an Advanced Settings option within Analytics that allows administrators to manually…
2 votes -
Single Pane of Glass | Both EX and RCX call logs should appear on the same page
Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page
2 votes -
Usage for storage of screen recordings in RingCX
Currently, customers cannot view the total storage usage within RingCX. Introducing a feature that displays the actual storage size of screen recordings per account (in gigabytes) would allow customers to better monitor and manage their storage. It would also help them forecast potential costs, especially when archiving recordings offsite, and make more informed decisions about retention policies. This added visibility and control would improve transparency and enhance the overall customer experience.
2 votes -
PII Compliance within RingCX
RingCX has the PCI compliance ability, however it does not contain the ability for PII compliance within call recordings, transcripts, or AI summaries.
This should be a feature within RCX to begin with to meet compliance records.
2 votes -
Allow RingCX alerts to be sent to multiple selected users
It would be highly beneficial if RingCX alerts allowed Admins to select multiple users as recipients within a single alert configuration.
At present, alert routing appears to require either:
Single-user targeting, or
Separate configurations per user
This increases administrative overhead and makes alert management more difficult at scale.
Enhancing this to support multi-user selection would:
Reduce duplication of alert configurations
Improve scalability for larger teams
Ensure consistent notification distribution
Simplify ongoing maintenance
This is especially important for operational alerts that need to notify multiple Supervisors or stakeholders simultaneously.
2 votes -
Automatic Queue Log Out After Configurable Inactivity / Time Threshold
It would be highly beneficial to introduce a configurable automatic log-out feature for agents after a specified time threshold (e.g. end of shift or defined inactivity period).
Key requirements:
Admin-defined time threshold
Agents on an active call at the time of trigger would not be interrupted
Once the active call ends and the agent submits the disposition, they should not return to Available, instead, they should automatically be logged out of all queues
This would:
Improve queue governance and SLA integrity
Prevent agents remaining accidentally logged in after shifts
Reduce manual supervision effort
Support stronger adherence and workforce management controls
…
2 votes -
Timer on auto answer
In order to allow our agents working in shared contexts to prepare for their calls, we would like to be able to set a delay for automatic call response in RingCX or SPOG.
The two main objectives are as follows:
- to make the agent's work less “oppressive”;
- to allow the agent to prepare to welcome the user.Ideally, we would like to have the same configuration as that available on RingEX, with the queue name displayed in advance and a countdown timer showing the time remaining before the call is automatically answered.
2 votes -
- Susan reports they are receiving inappropriate chat - The wanted to confirm if its the same person that is pretending to be a 30 different
- They are receiving inappropriate chat
- The wanted to confirm if its the same person that is pretending to be a 30 different people
- That chat is being received in their Chat Channel
2 votes -
Improve clarity of callback messaging in RingCX
When a customer calls in and selects a callback, if they choose to be called back at a different number than the one they called in from the default message is "Please enter the 10 digit number beginning with the area code where you would like us to call you back." After the caller has entered the number there is a brief period of silence, (several seconds) which can lead someone to believe the call has disconnected. While you can hit # after the number has been entered to immediately have the system read the number back to you, this…
2 votes -
Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)
Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.
While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.
Expected / Requested Enhancement:
Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound…2 votes -
Interaction Summary Overview in Contact Card for Agents
Today, an agent can see the summary of each interaction. It would be highly valuable to agents if they could see at the top of the list of historical interactions a summary of the previous several interactions to see what's been talked about overall, without having to review every interaction. A paragraph summary including topics discussed will save agents a huge amount of time and improve customer satisfaction.
2 votes -
Improve English Automatic Transcription Accuracy in RingCX
Description
The current automatic transcription quality in English within RingCX is not accurate enough for operational use. Users frequently encounter incorrect or incomplete transcripts, which limits the usefulness of the feature in daily workflows.
Because of these inaccuracies, users often need to manually recreate tasks, notes, or summaries to save time—defeating the purpose of automated transcription. This reduces efficiency and impacts the overall user experience.
Request
We would like to request improvements to the automated transcription engine, specifically for RingCX, including:Higher accuracy in recognizing spoken English/French/Italien/Spanish/German (various accents, speeds, and environments)
Better handling of technical or domain-specific vocabulary
More…2 votes
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