185 results found
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In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out
It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.
6 votes -
Add ability to open or preview PDF files instead of downloading
Currently, when a customer sends a PDF file via digital channels, agents are forced to download the file locally to their machine every time they need to view it. This creates unnecessary friction in the agent workflow, clutters local storage, and can introduce potential security compliance risks depending on the data handling policies of the organization.
I would like to suggest adding a built-in PDF previewer directly inside the RingCX workspace.
If that is not possible, I'd like to have the option for a "Save as" dialog box to open so we can select to open the file instead of…
2 votes -
RingCX SPOG : Dropdown for Phonebook and save recent/starred records during transfer
On the legacy interface, having dedicated transfer types (Phonebook, Destination, Internal) allowed agents to quickly target specific routes via dropdowns. On SPOG, needing to type and search for every single contact or number adds extra clicks and friction during active call handling.
Having features like Starred / Favorite contacts or Recently Transferred records automatically display upon clicking Transfer in SPOG would significantly streamline the transfer process for queue agents.
3 votes -
Make RingOUT available to RingCX agents
Make RingOUT available to RingCX agents.
RingCX agents need the ability to use RingOUT to direct the audio to a cell phone or landline when using weak Internet service.2 votes -
Voicemail Transcription for RingCX
Description:
Requesting the ability to automatically transcribe voicemail messages and display the transcription directly within the RingCX voicemail inbox. Additionally, it would be beneficial if the voicemail transcription could be included in voicemail email notifications sent to users.Business Impact:
This enhancement would improve efficiency by allowing users to quickly review voicemail content without having to listen to each message. It would also improve accessibility, enable faster response times, and provide a better overall user experience for agents and supervisors managing high volumes of voicemail messages.Expected Functionality:
Automatically generate a text transcription for voicemail messages.
Display the transcription within…2 votes -
Automatically Change Agent State to Available After Wrap Time
Problem Description:
RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.Current Behavior:
Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.
Expected Behavior / Feature…
2 votes -
Allow transfer of interactions to a specific agent (RingCX)
In RingCX, interaction transfer is currently only possible to a specific queue (requeue).
Unlike Engage Digital, it is not possible to transfer an interaction directly to a dedicated / named agent.
This limitation is blocking for some operational use cases (expert handling, continuity of service, supervisor routing), where transferring to a specific agent is required.Expected evolution:
Enable the ability to transfer an interaction directly to a selected agent by name, in addition to the existing skill-based and queue-based transfers.6 votes -
Disable access in RingCentral app while keeping access in RingCX Agent
Customer would like to restrict a user's access in the RingCentral app while being able to use RingCX Agent.
2 votes -
Agent Phonebook to show in alphabetical order
At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.
2 votes -
Change Network Error notification to reflect more detail
At times there may be a "Network Error" that shows while an agent is working within their Agent tab in the RC for Desktop app.
If there is a network disconnection, instead of just seeing a general "Network Error" message it would be ideal to see what is causing the network connection.
For example; "Temporary loss of connection to local network, reconnecting."- For a blip in connectivity lasting less than a second.
"Significant loss of connection to local network, attempting to reconnect."- For complete connection loss, resulting longer than 2 seconds.Additionally, it would be helpful if the specific reason…
2 votes -
RingCX - Display User Extension Number When Transferring to RingCX OR RingEX
If a CX agent takes a voice queue call from number 333-444-3344,
When they transfer that call to another CX agent, the other agent will see 333-444-3344 is callingWe want them to see the name of the agent who is trying to transfer to them.
Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow upThere is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX…
12 votes -
Feature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users
eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users
Product: RingCX (RCX)
Category: Feature Enhancement / Usability
Suggested Priority: MediumIssue / Customer Impact:
When accessing an RCX Agent Profile, the platform may display the generic error message:“An internal error has occurred. Please try again.”
In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.
This resulted in additional troubleshooting and investigation time…
1 vote -
Block Incoming CX Calls When Agent Is Already on an Active EX Call
Request:
Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.Current Behavior:
When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.Requested Behavior:
When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent…1 vote -
Channel-Specific Agent Presence / Status Controls
Currently, setting an agent’s status to Away in RingCX suppresses all inbound interactions across all channels (Voice, SMS, Chat, Email). We request the ability to configure channel-specific availability or status toggles at the agent level (for example: Available for SMS/Digital, Away for Voice).
Business Impact & Use Case:
Testing & Onboarding: Teams testing new digital channels (like SMS) need agents to receive inbound test messages without taking live inbound phone calls.
Operational Flexibility: In day-to-day operations, supervisors often need agents to focus on asynchronous channels (SMS, Email, Chat) without being interrupted by real-time voice calls, without having to completely remove…
1 vote -
inbound CNAM
For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?
2 votes -
1 vote
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Increase RingCX Upload Limit Beyond 500 entries
Increase RingCX Upload Limit Beyond 500 entries
Request:
Increase the maximum upload capacity from the current limit of 500 entries to support more than 500 records in a single upload.Business Impact:
The current limitation requires users to split large datasets into multiple files, which increases administrative effort and processing time. Supporting larger uploads would improve efficiency, reduce manual work, and enhance the overall user experience for organizations managing high-volume data imports.Expected Outcome:
Allow administrators and users to upload datasets exceeding 500 entries in a single operation, or provide a configurable upload limit that can accommodate larger volumes.1 vote -
RingCX Conference Calling
RingCX Conference Calling
The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.3 votes -
An alert for Staff to be notified when they have been in after call work for over 5 minutes
An alert for Staff to be notified on their own dashboard when they have been in after call work for over 5 minutes.
1 vote -
Feature parity for RingCX and mobile app
Currently the mobile RingCentral app does not include full RingCX functionality. We would request that the mobile experience mirrors the web/OS version of the RingCentral app.
This would allow us to move more functionality out of RingEX into RingCX which is a better fit for our use cases, but does not allow for users to be mobile (support/on call groups that have rotating users, but are not in front of a computer for a full shift).
1 vote
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