319 results found
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Overall Platform Intuitiveness and Team Adoption
Client Feedback on Current Setup:
- The platform is not intuitive for their team, particularly compared to Gmail
- Significant training and manual effort required to manage workflows
- Difficult to gain team adoption due to lack of visibility and increased overheadRequest
- More intuitive UI/UX
- Fewer clicks to perform routine actions (assignment, visibility, filtering)
- A faster learning curve for new agents3 votes -
RingCX allows you to pick up calls on the dashboard manually
It would be helpful if RingCX allowed users to manually pick up or recover calls not progressing on the dashboard.
5 votes -
Please modify current UI for transfers to allow for usage of only corporate directory.
Currently; the "Internal" transfer tab results would be utilized to transfer an RCX call to another RCX agent who is logged in to the platform. The "Corporate Directory" transfer tab results would be utilized to transfer an RCX call to a users REX ext.
The overall ask is to have there be a global directory that shows all results together, rather than have the separation of these results between multiple transfer tab types (Internal Transfer and Corporate Directory being two examples)
3 votes -
Show REX User Extension on internal RCX calls
Currently, REX CNAM settings can override the CNAM showing for REX users, which is typically intentional from a global level to do this; however, some customers have internal support queues that are meant to help users calling from REX to RCX, but the CNAM shows what's configured in REX.
The goal here would be for the system to recognize an internal caller and display their extension/user info instead of the REX CNAM input for the Main Site.
3 votes -
Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
19 votes -
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 -
next steps filter
For RingSense, I would like to see if we could simple add a filter for Next Steps so someone can filter all of their meetings to find out our next steps for each meeting. My next suggestion should be to add a daily report email that sends those tasks to your email so you don't have to open up RingSense every day to get those tasks.
1 vote -
Select Agent Queues from Single Pane of Glass or SPOG
If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.
Need to be able to select which queues you are logging into when singing in via SPOG in EX.
3 votes -
Optimize RingCX Integration for Citrix Environments
Feature Request Title:
Optimize RingCX Integration for Citrix Environments
Summary:
Request to enhance RingCX performance and agent state synchronization when used within Citrix-hosted environments. Agents currently experience being stuck in Engaged status after calls, causing missed inbound calls.
Details:
When RingCX is used within a Citrix virtual desktop, agents frequently become stuck in an Engaged state after disconnecting from a call. Their status does not automatically revert to Available, leading to missed calls and reduced productivity.
This behavior appears to result from how Citrix handles browser virtualization, WebSocket stability, and real-time media redirection, which affects RingCX’s ability to maintain live…
1 vote -
Working State Timeout
They user WORKING base state for Outbound Dialing, After-Call Work, and other states, and they want to have a notification if an agent exceeds the time they've been in a WORKING state.
So far, only Lunch and Breaks have the timeout.
2 votes -
Ability to move agents between voice queues in Real Time
As admins, we would like the ability to move RCX agents between voice queues in real time. This would be helpful in cases where an agent didn't log into the correct voice queue upon login configuration or if a particular voice queue starts to experience an unexpected spike in call volume.
3 votes -
SPOG automatically log agent in RingCX on opening RC App
After logging into RC App in need to the go to the RingCX tab and start my RingCX session manually, then select an available status.
It would be helpful if logging into RC App would start the RingCX session automatically and place me in an available status right away.1 vote -
Adjustment - Cancel call transfer Label
Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):
when making a transfer:
put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:
in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
"Cancel Transfer : EXtension xxxx" .19 votes -
SPOG: Automatically set caller id
The Issue:
Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.Suggested Feature:
Make the system automatically pick the right caller ID based on the kind of call:If it’s a call from a RingCX queue, show the queue or company main number.
If it’s an internal call (extension…
5 votes -
Retain Agent Data in Historical Reports After Removing Agent
Removing the agent also removes the data from Historical Reports. We would like to request an enhancement where the agent data is retained after deleting the agent from the account.
3 votes -
RingCX - Agent Whisper be enabled in ACD Callback
Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.
5 votes -
Use computer's number keys to send digits when using keypad
While on an outbound call that has reached an IVR, pop out the keypad to interact, but use the COMPUTER'S keyboard to select the digits instead of clicking on the digits in the on-screen keypad
1 vote -
Caller ID Persistence for Requeued Calls
Display the name or extension of the requeueing agent in the receiving agent’s interface or call history.
3 votes -
Subject: Feature Request: Separate Disposition and Wrap-Up Settings in RingCX
Summary:
We request a feature enhancement for RingCX that allows Wrap-Up settings to function independently, even when Agent Disposition is disabled. Currently, the Disposition prompt is tied directly to Wrap-Up, making both share the same time settings. This limitation restricts operational flexibility and does not align with customer preferences for separate configurations.Detailed Description of the Request:
At present, in RingCX, the Disposition prompt and Wrap-Up are intertwined:If Disposition time is set to 30 seconds, the same applies to Wrap-Up time.
Disabling Disposition entirely also disables Wrap-Up functionality, which is undesirable for customers who prefer one without the other.…9 votes -
better visibility when receiving a phone call
I would like better visibility when receiving a phone call, like have the web browser icon light up or something like that
2 votes
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