1367 results found
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Wrap-up timer shows agents in wrap-up and not available
Problem:
Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.The feature request:
Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.Why it matters:
This…1 vote -
Max allowance by queue to allow omni-channel management without affecting chat availability
Problem:
With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.The feature request:
Allow an option to manage multiple queues with different max interaction allowances e.g. web…1 vote -
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.
1 vote -
Add activity created by to logged SMS in Hubspot
Currently logged SMS activities do not have the "activity created by" tag assigned to it meaning it's impossible to properly track how many text are being sent by specific sales rep. Calls already have this capability and text should to for proper reporting.
1 voteAbility to customize writeback for RingCX for hubspot digital interactions (SMS) is on our future roadmap.
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Provide the option to associate post-call feedback directly with the individual agent.
To have an option to link the post-call survey to the agent that was handling the call.
1 vote -
Enhancement Request – Remove “N/A” from RingCX Reporting Filters
Enhancement Request – Remove “N/A” from RingCX Reporting Filters
Summary:
• Request to remove or automatically exclude “N/A” values from RingCX Reporting filters to prevent confusion and data discrepancies during report generation and analysis.Description:
• In the current RingCX reporting interface, several filter fields include an option labeled “N/A”. This value does not represent a meaningful or actionable metric but still appears in the selectable filter list. As a result, users may inadvertently include or interpret “N/A” as valid report data, which creates confusion and potential discrepancies when reviewing metrics.Including “N/A” in filter options can also make it…
1 vote -
When the caller initiates moving from a call to a video (from within the call) on the mobile app.the transcript should automatically start.
When the caller initiates moving from a call to a video (from within the call) on the mobile app.the transcript should automatically start. Currently it is a very cumbersome, and has to be done manually. Also, the entire transcript from the call (and the call when moved to video) should be one transcript (currently they are separate).
1 vote -
Summarize Messages: Have a Date Range and option to summarize all
Summarize Messages: Have a Date Range and option to summarize all.
Right now it only sumarrize those unread message.
Would like us to have the option to sumarize message by Date range , and option to summarize All.1 vote -
RingCX Browser and Dynamics CRM integration - split audio output for calls and calls notification
Problem:
Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using…
1 vote -
Enable the creation of Requeue Shortcuts in RingCX for Service Cloud Voice.
The customer wants to have the option to create requeue shortcuts in RingCX for Service Cloud Voice.
1 vote -
Analytics Report for RingEX to RingCX Transfer calls
Currently, there is limited visibility into calls that originate in RingEX and are transferred to RingCX. We would like to request the ability to generate a dedicated Analytics report (or add relevant metrics to existing reports) that specifically tracks RingEX to RingCX transfer calls.
Business Impact:
This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls."We believe this feature would significantly enhance reporting accuracy and operational transparency for organizations using both platforms.
1 vote -
Ability to resync the Email Channel option.
The customer is requesting for the ability to resync the Email Channel option.
1 vote -
RingCX DNIS Description
Restore or re‑add DNIS Description visibility in:
Channels Page
Workflow Assigned Channels section
Any other admin areas where DNIS numbers appear1 vote -
Ability to delete chat interactions from the Real-time Dashboard page
There are old interactions—some dating back 1–2 years—that the customer would like to delete. They are specifically requesting the ability to remove these interactions from the RingCX Analytics Real‑Time Dashboard page.
1 vote -
Native RingCX alert notifications to Microsoft Teams (chat & channels)
It would be extremely valuable for RingCX alert notifications to be pushed directly into Microsoft Teams chats and channels via a native integration.
Currently, the workaround requires:
Alert → Email → Power Automate → Microsoft TeamsThis introduces unnecessary complexity, additional maintenance, and potential points of failure.
A native Teams integration would:
Reduce technical overhead
Improve reliability and speed of alert delivery
Eliminate dependency on third-party automation tools
Increase adoption of real-time operational alerts
Ideally, this would allow alerts to be sent to:
Individual user chats
Group chats
Specific Teams channels
This would significantly strengthen real-time operational visibility for supervisors…
1 vote -
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.
1 vote -
Custom field mapping for Microsoft Dynamics
Looking to get custom object / field mapping for logging interactions when utilizing the RingCX Microsoft Dynamics embedded softphone. Today, this would require a custom integration with APIs.
Use Case:
Would like to log Disposition to "Contact Made", Disposition Category to "Contact Result"1 vote -
Anonymize Agent Last Names in Digital Transactions
Chat and email interactions should not include the agent's last name for their safety. This is true in the actual interactions occurring real-time, and in any subsequent transcripts. Please provide an option that allows agent profiles to include their full name, however that also allows an option to remove their last name from customer facing interactions, reports and transcripts
1 vote -
Support for Concurrent Multi-User Sessions (Agent & Wallboard) within a Single Browser Instance
Description/Business Use Case:
Currently, RingCX users (specifically Agents working from home) who attempt to view a Live Wallboard while simultaneously logged into the Agent Interface experience session token conflicts. This occurs because modern browsers share a single "cookie jar" per domain.
When a refresh token for a Wallboard login is processed, it can overwrite the Agent’s digital messaging token, causing the "Messages" function to intermittently disappear.
Requested Change:
Enhance the RingCX authentication architecture to allow for isolated session tokens. This would enable a single browser profile to maintain both an Agent session and a Wallboard/Admin session concurrently without credential crosstalk…
1 vote -
Robo calls and Spam caller detection
This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.
1 vote
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