383 results found
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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 -
Dashboard for agents and supervisors in RingCX
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.
85 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 -
Audible notification for incoming call & DTMF support
Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in…
9 votes -
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 -
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 -
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 -
Agent Ability to Delete Emails/Conversations
Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.
The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.
We would therefore like to request the addition of an agent-level email/conversation deletion feature,…
2 votes -
Call Waiting notification
If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.
The agent should have the ability to put the first call on hold and then answer the second call.
9 votes -
Notification for agents when being on a call for too long
Configurable alert to the agent based on time in call.
We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.
6 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 -
Unified access across rest of world, and India specific tenant
We are a client who has a India facing tenant, and a rest of world tenant. We have supervisors who supervise agents across both tenants. There is no easy way to view agent status , manage agents, or reporting in a single pane of glass across both tenants.
This is something that our team needs to allow our supervisors to effectively manage their teams.
1 vote -
Unified access across rest of world, and India specific tenant
We are a client who has a India facing tenant, and a rest of world tenant. We have supervisors who supervise agents across both tenants. There is no easy way to view agent status , manage agents, or reporting in a single pane of glass across both tenants.
This is something that our team needs to allow our supervisors to effectively manage their teams.
1 vote -
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…1 vote -
Expose API data when a call is connected
We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.
3 votes -
Show agent's notes on specific call in call history
When setting disposition, agent can leave free text notes related to that call together with AI generated summary. However, these notes are never shown in the call details under calls history. The suggestion is to show these custom notes as well.
1 vote -
RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status
Feature Enhancement Request – RingCX
Title: Audible Notification for Agent Pending Disposition (Pend-Disp) StatusRequest Summary:
Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.Current Behavior:
In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication…
3 votes -
Track and report on agents' geo-location
For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX
4 votes
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