1521 results found
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Screen recording via RingCX Embedded App
In the current RingCX embedded App via CRM, the ability to capture agent screen recordings is not available, regardless of whether agent screen recording is enabled at the voice queue level.
1 vote -
Agent-Assigned Callback Lists
Summary:
Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.Business Need:
Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.Requested Functionality:
Allow administrators or supervisors to create a callback list.
Enable callbacks to be assigned directly to a designated agent.
Provide…1 vote -
RingCX Analytics Schedules Schedule Frequency select specific days of the week
The settings in RingCX Analytics Schedules should the option to select specific days of the week, like setting a schedule for Mon|Wed|Thu or Tue|Wed|Thu|Fri|Sat.
1 vote -
Support Rich Text Formatting for Messaging Pre-chat Forms
Summary
Add support for rich text formatting in RingCX Messaging Pre-chat Forms, allowing administrators to apply different font styles to specific words or portions of text within field labels, descriptions, and informational messages.Current Behavior
In RingCX Admin > Channels > Messaging Pre-chat forms, any available formatting applies to the entire text element. Administrators cannot selectively format individual words or phrases (e.g., bold, italic, underline, different font sizes, or colors) within the same field or message.Requested Enhancement
Provide a rich text editor or HTML/Markdown support that allows administrators to:Bold, italicize, or underline selected text.
Apply different font sizes…1 vote -
AI summaries without requiring agent disposition
Currently, the AI summaries can only be activated if the dispositions is required. It would be nice to have it without requiring the agents dispositions.
1 vote -
Add "Today" on Date Range filter for custom historical dashboards
The "Today" filter is available on the standard dashboard. However, the option gets removed as soon as you clone the report or create a custom dashboard. As a workaround, we have to select the static or relative period option and then select today's date. This can be tricky and time-consuming.
1 vote -
Add Callback Option to Workflow and No Agents Signed In Handling
Request
Please consider adding a callback option within the workflow configuration and within the “No agents signed in” handling options.
Current Limitation
At present, there is no available option to configure a callback action as part of the workflow. Additionally, when the “No agents signed in” scenario is triggered, there is also no option to offer or initiate a callback.
Expected Enhancement
Introduce callback functionality in both areas so that customers can request a callback when:
A workflow requires an alternative contact option.
No agents are available or signed in to handle the interaction.This would provide more flexibility in…
1 vote -
custom wrap up timer
Please add additional granularity or the option for custom wrap up timer value. Jumping from 1 to 3 minutes for choices is not ideal. We would like to do 90 seconds, but would settle for 2 minutes. Not having the option to just enter a number of seconds between 0 and 600 seems like forced inefficiency due to a inflexible UI choice.
1 vote -
CEB to RingCX Migration Path
CEB is a great place to start, but as business evolves, there is a need to be able to migrate seamlessly and efficiently to a full CX platform like RingCX.
1 vote -
AI Onboarding to build Workflow and Call queues
Build an overlay tool to allow simplification of configuration and serviceability by adding AI Onboarding to build faster and easier Workflows and Call queues while answering question for administrators (answer how to do this..)
1 vote -
Dark mode RingCX web version
Customer would want dark mode feature in RIngCX web for better visibility purpose
1 vote -
Forward to an External Number alternately every week
The customer wanted to have an option to forward the call directly to an external number and an option to do it alternately
1 vote -
Specific ringtone indicating the call is from the customer and not from a colleague
A call is received by an employee. He transfers that call to another colleague. He wants that colleague to kow via a specific ringtone the call is from the customer not from the colleague and give the right opening spiel
1 vote -
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature RequestIntroduce a new role-based permission that allows Agents to access Shared Real-Time Dashboards without granting them additional administrative or supervisor privileges.
Business Need
Currently, access to Shared Real-Time Dashboards is limited based on existing role permissions. Many organizations would benefit from allowing agents to view shared dashboards that display live operational metrics while maintaining restricted access to administrative functions.
This feature would improve transparency and enable agents to monitor queue performance, service levels, and other key metrics that help them manage their workload more effectively.
Proposed Enhancement
…
1 vote -
local SuperAdmin
The ability to have a FallBack local SuperAdmin account to get into our account when an SSO authentication issue occurs .
We experienced this today when our SAML Cert expired, if we'd had a Local Account we could have resolved this in minutes, but also our TAM couldn't enable a local Account without resetting all users passwords which of course was a no-no.1 vote -
Edit Screen Name for Identities
After locking an identity, it would be advantageous to be able to edit the "Screen Name".
As of right now, "Screen name" is treated as an external identity value according to the channel.
This is posing an issue where the identity an interaction defaults to gets updated with a different name, therefore changing the name on the interaction multiple times. To prevent the identity from being updated, we can lock it. But then, there is no way to change the "Screen name" of the identity that it was most recently updated with.
We propose that this field be editable, especially…
1 vote -
Enhanced Email Suppression Management Controls and Visibility
Description:
Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.We would like to request enhanced suppression management capabilities, including:
*Ability to disable or override suppression for specific recipients or campaigns.
*Configurable suppression policies based on business requirements.
*Automated notifications when recipients are added to the suppression list.
*Scheduled suppression list reviews and reporting.
*Self-service tools to view, manage, and remove suppressed recipients.
*Greater visibility into the specific reason and source of suppression.Business Impact:
Organizations may experience…1 vote -
Enhanced Email Suppression Management Controls and Visibility
Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.
We would like to request enhanced suppression management capabilities, including:
*Ability to disable or override suppression for specific recipients or campaigns.
*Configurable suppression policies based on business requirements.
*Automated notifications when recipients are added to the suppression list.
*Scheduled suppression list reviews and reporting.
*Self-service tools to view, manage, and remove suppressed recipients.
*Greater visibility into the specific reason and source of suppression.Business Impact:
Organizations may experience missed…1 vote -
RingCX Feature Request: Granular RBAC / Audio Library Admin Role
RingCX Feature Request: Granular RBAC / Audio Library Admin Role
Executive Summary: RingCX currently lacks granular admin roles, forcing organizations to grant full administrative access even if a user only needs to manage audio prompts. This request is to introduce a Custom Admin Role framework allowing Super Admins to restrict visibility and access to specific sub-settings (e.g., granting access only to the Audio Library).🛠️ Functional Requirements
Permission Matrix: A toggle panel (View / Edit / Hidden) for individual sections in RingCX Admin Settings:Audio Library (High Priority)
Queues & Skill Management
Admin & Agent Provisioning
Campaigns & Scripting
UI…
1 vote -
Email notification once mobile app user adds (manual not ai) task or note to a phone call
Email notification once mobile app user adds (manual not ai) task or note to a phone call so online users can get notified and see right away when something has been posted on app
1 vote
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