92 results found
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Have a single page for Supervisors to see Stats and Supervisor tab data.
Today if you want to view call stats such as seeing how many are in queue, a supervisor has to switch between Stats and Supervisor tab to monitor both.
It would be nice to have one view to see all relevant information about the current stat of the queue and agents together. Essentially combining Stats & Supervisor tabs together.
Having a few like this backed behind permissions so even Agents could have a similar view but not have the supervisor controls like listen would be ideal. It let's agents manage their times and breaks better knowing the status of other…
3 votes -
Name or number of the RingCX user should show as caller ID if they call RingEX internally
Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID
18 votes -
Feature Request – Persistent RingCX Session Across Page Reloads and Tabs
Issue Description:
• Currently, users are required to log in again when they reload the page or open a new tab in RingCX. Additionally, in Salesforce, users must repeatedly select their RingCX account and voice connection options (integrated softphone, RingCentral Office phone, or external phone) every time they switch tabs or refresh the page.Customer Impact:
• Users experience frequent login prompts, disrupting workflow efficiency.
• Increases frustration when handling multiple customer interactions in Salesforce.
• Impacts productivity, as agents must reconfigure their voice connection multiple times.Requested Enhancement:
• Implement persistent session handling so that users remain logged in…9 votes -
Custom Agent State
Ability to update the time limit for a custom Agent State aside from Break and Lunch.
2 votes -
Logging into Multiple RingCX Platforms
RingCX user (agent or supervisor) needs to be logged into both the RingCX Web Application and the RingCX Salesforce CTI Widget simultaneously. The goal is to support multi-platform workflows, such as managing calls in Salesforce while using reporting or advanced features in the full web app.
3 votes -
caller id
It would be extremely beneficial for contact name to be displayed in RingCX when a contact has been saved. While the phone number is displayed, it would be helpful for agents to know who the caller is before the call is disconnected. This helps them to mentally prepare and is crucial to certain scenarios.
6 votes -
Mobile app as endpoint of RingCX
When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.
Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.
25 votes -
Allow RingCentral App to Place RingCX Calls on Hold
During a RingCX call using the RC app, putting the call on hold doesn't function correctly. The other party can still hear the audio when the hold feature is activated from the RC app.
Allow the RingCentral App to effectively place RingCX calls on hold.
6 votes -
Add Filter for Schedule or Hours-Based Queue Alerts
Issue:
Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.Proposed Solution:
Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.This enhancement would ensure that alerts such as “no agents available”…
1 vote -
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 Share a Ring CX Live Dashboard to Remote Team
Add the ability for a CX supervisor to create a shareable, live, team dashboard for remote agents. Possibly the ability for them to view it in the Stats tab. Currently, you can only share a dashboard with another supervisor or use a pop out for in-person viewing on a separate screen/monitor. I would like the ability for my team to see each other and if their coworkers are on the queue, their status, call volume, etc. along with the queue info. We just started with Ring Central, and this issue is very important.
5 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 -
Hold Feature Enhancement
Lack of clear hold indication creates compliance and customer experience risks.
Inability to confidently place a member on hold or manage multi-party communication interrupts workflow efficiency.Feature Request:
Add a clear visual indicator or status confirming when a member is on hold.
Enable a true multi-line experience, where agents can:
Put the member on hold.
Speak privately with a help desk or back office.
Resume the call with the original member after the side conversation.
Improve supervised transfer behavior to ensure the original caller is reliably placed on hold while internal consultations occur.
3 votes -
Block RingCentral App (EX) Calls While Agent Is on RingCX Call
Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.
4 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 -
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).Details / Business Need:
Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.
The form should automatically generate and send an email containing escalation details to predefined recipients.
This is critical for time-sensitive issues and improves communication between agents and management.
Problem Statement:…
1 vote -
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 -
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 -
monitoring
Within RingCX Supervisor, when selecting real-time monitoring, the RingCx dial pad populates, allowing the supervisor to Whisper and Barge if needed. It also allows the call to be disconnected, meaning the caller and the agent will be disconnected if the end call button is selected by the supervisor from the dial pad. Please disable the end call option, or at a minimum after that is selected a choice should be presented to allow the supervisor to stop monitoring, or to fully disconnect all callers.
I realize that in the top banner of the supervisor window, monitoring can be stopped without…
1 vote
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