1448 results found
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Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues
It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.
There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"
1 vote -
Delay/Disable Outbound Call Recording Announcement when call goes to voicemail (Users cant hear Voicemail Announcement)
Currently, the automatic recording plays the moment the call is connected, even when it is connected to voicemail. Because of this, our users cant hear the voicemail message, and the disclosure is not provided to the end user.
Ideally, Ring Central can detect if the call is connected at the 30 second mark (typical for voicemails) and delay the disclosure until after the Voicemail tone.
1 vote -
RingCX Log in - Web App or SPOG
Web App or SPOG
Report which can tell if the agent logged in via SPOG on WebApp or Desktop App1 vote -
Manage Clients Under Agency Account
Those of us with agencies who manage multiple clients should have an agency account. This is the only platform I am not able to use my email to manage client accounts.
I am told I have to have a unique email for each client to access their account.
Callfire, Callrail, Twilio, etc. all have the ability to do this.
How can this become an option?
1 vote -
Identities
Looking for the capability to be able to "export" the list of identities (customers that have called into the RingCX environment and the system has created an Identity (first name, last name, phone number, etc....) The capability to be able to review the identities and manage the entries that have been made to the repository where it is kept/stored
1 vote -
RingCX Admin - Add the ability to select a range of agents with Shift+Click
If I want to bulk edit agents in RingCX Admin, I have to click the checkbox next to their name one by one.
Editing 50 agents takes 50 clicks.I am aware we can edit all users in a group simultaneously with the checkbox next to the group name. I would like to be able to select a checkbox, hold shift, then click a box below to select all of those agents in the range.
It should only select the range of boxes since the previous checked box.
For example, I have 100 users I need to edit who are…1 vote -
CSAT Filters
CSAT filters should include a filter for: Individual or multiple Call Queue(s) and or Individual Agents
1 vote -
RCX/REX Zendesk parity
The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.
The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open…
1 vote -
ms team apps Reports
Reports to show who has the ms teams app installed, who is signed into the ms team app, users picking up the calls from ms teams
1 vote -
superview what tier the rep is in for the line of business.
Can we get in the superview what tier the rep is in for the line of business.
So if they are in tier 1 in auto when they answer a uto call it would say tier 1. if they are in tier 2 homes if they answer a auto call it would say tier 2 and so on?
1 vote -
Allow room license to be assigned to a user extension
customer wants to assign a room license to a user extnesion.
1 vote -
RingCX audit trail
Customer is requesting a feature where we can view logs of the user who made changes in the account, like adding/ removing users, voice queue creation, number importing and etc
1 vote -
Change the time zone for the Global Inbound Call Detail in the Historical reports.
Customer requesting to change the time zone for the Global Inbound Call Detail in the Historical reports.
1 vote -
RingCX Bulk Download for Call Recording
Requesting to have a bulk option to download RingCX recordings. Currently to access call recording in RCX is to run a report and download the reporting by accessing the URL. Customer would like to have a specific folder or location in the RingCX platform to perform bulk download
1 vote -
Feature Request: Option to Remove uiicall1 Column from RingCX Survey Report
Description:
Currently, the uiicall1 column in the Survey Input section of the RingCX survey report is mandatory and cannot be removed. Some customers have requested the ability to customize the report layout, including the option to remove this column if it is not relevant to their reporting needs.Proposed Feature:
Allow users to optionally hide or remove the uiicall1 column from the survey report.
Ensure that removing the column does not affect report functionality or data integrity.
Include an admin setting or report customization option for this purpose.
Business Justification:
Providing this flexibility will improve the usability of RingCX survey…1 vote -
Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Subject: Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Description:
Currently, RingCX Analytics provides token-based access for Realtime Dashboards, enabling secure external display. However, this functionality is not available for Historical Reports, which limits the ability to securely and selectively share historical data with authorized users.Use Case / Business Impact:
Organizations need access to historical RingCX data to generate reports and analyze trends.
Without token-based access, exporting historical reports requires manual CSV/XLS downloads or scheduled email/FTP deliveries, increasing operational overhead and delaying reporting.
Token-based access would allow only specific users to view these reports, preventing unrestricted access…
1 vote -
Agent rank
get Ring CX Agent Rank enabled at the Account level. Currently the platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower…1 vote -
Agent Ranking for RIngCX
Ring CX Agent Rank enabled at the Account level. Currently. The platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower rank.1 vote -
Option to Disable Call Recording for Manual Outbound Calls
At the moment, Manual Dials are recorded by default. We would like an option to disable the recording for manual outbound calls.
1 vote -
Being able to disconnect or remove the other party on a call using SPOG
They would like to be able to hang up or remove the other party on a call using their SPOG. Currently, when they end a call, it disconnects both parties, and they want the option to hang up only the second call instead.
1 vote
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