319 results found
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live agent state visibility for other agents in same queue
It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.15 votes -
Add an alert for when the Salesforce client for RingCX disconnects from RingCX
Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.
3 votes -
RCX Allow Agent to Open the Queue when they are Logged In
RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.
2 votes -
RingCX Grammar Check
Grammar check - If there are errors give prompt to agent to ok before sending email or chat.
4 votes -
Ability to Use the Main Company Number as a Selectable Outbound Caller ID for RingCX Agents
Requesting the ability for RingCX agents to select the Main Company Number as the outbound caller ID when placing outbound calls from within RingCX queues.
3 votes -
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…3 votes -
RingCX Audio Settings
Need settings specific to RingCX to be able to adjust call audio levels. The current method is using native Windows audio settings which would bring down levels of other applications.
5 votes -
Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window
Hello RingCX Product Team,
We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.
Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.
Agents have also observed a clear correlation between call duration and processing time:
Shorter conversations tend to populate dispositions more quickly
Longer calls take noticeably longer for the AI to process and display the disposition
This creates friction during after-call work,…
4 votes -
RingCX Agent: Ability to Modify Voice Connection Options for Agents
Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.
This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.
10 votes -
Bulk log out agents from all queues (real-time dashboard control)
It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.
The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).
This would support:
Faster end-of-day queue management
Improved control during incidents or system issues
Cleaner queue hygiene and reduced risk of agents remaining unintentionally available
Operational efficiency during shift changes
Having this…
3 votes -
Dashboard Configuration Rule - Email Notification
It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.
6 votes -
RingCX Agent voicemail greeting
A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.
6 votes -
Enable Direct Association of Workflows with Queues for Outbound Calls in RingCX
In RingCX, outbound workflows that trigger actions such as automated emails are currently tied to workflows that are triggered through dispositions. These workflows are manually assigned at the agent level. At present, agents can be assigned to only one manual outbound workflow, and this assignment can be configured only by administrators. Agents do not have the ability to select, switch, or apply different workflows on a per-call or per-queue basis.
This creates a significant limitation for organizations that manage multiple clients, queues, and outbound scenarios. The customer requirement is for agents to be able to select the appropriate workflow based…
2 votes -
6 votes
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User greeting in RingCX Agent.
Ability to personalize the greeting before answering the call per agent user.
33 votes -
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.
26 votesThis issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.
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SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
12 votes -
Prevent an agent from requeing into a queue with no available agents
Prevent an agent from requeing into a queue with no available agents. This helps ensuring no calls are accidentally sent to a queue with no one available to pick up the phone.
2 votes -
base state
Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".
Currently, there are the Base States of:
Available
On Break
Away
Lunch
Break
Training
WorkingThe added custom states fall under one of those categories.
Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.
11 votes -
Control CNAM of Caller
Change the CNAM of the Caller's Phone Number outside RingCentral
6 votes
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