156 results found
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RingCX Grammar Check
Grammar check - If there are errors give prompt to agent to ok before sending email or chat.
4 votes -
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature RequestIntroduce a new role-based permission that allows Agents to access Shared Real-Time Dashboards without granting them additional administrative or supervisor privileges.
Business Need
Currently, access to Shared Real-Time Dashboards is limited based on existing role permissions. Many organizations would benefit from allowing agents to view shared dashboards that display live operational metrics while maintaining restricted access to administrative functions.
This feature would improve transparency and enable agents to monitor queue performance, service levels, and other key metrics that help them manage their workload more effectively.
Proposed Enhancement
…
1 vote -
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 -
Allow Use of RingEX User DID as Manual Outbound Caller ID in RingCX
Overview:
Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.Current Behavior:
At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.Proposed Enhancement:
Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the…1 vote -
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 -
Timer on auto answer
In order to allow our agents working in shared contexts to prepare for their calls, we would like to be able to set a delay for automatic call response in RingCX or SPOG.
The two main objectives are as follows:
- to make the agent's work less “oppressive”;
- to allow the agent to prepare to welcome the user.Ideally, we would like to have the same configuration as that available on RingEX, with the queue name displayed in advance and a countdown timer showing the time remaining before the call is automatically answered.
2 votes -
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
Description / Summary
Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.Current Behavior
Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.Requested Enhancement
Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:Visual…
1 vote -
Outbound Call Notes
It would be nice for manual outbound calls is the notes box will be available for agents to use. Since some agents use RingCX for taking notes as opposed to physical paper or other digital notebooks, having the ability to take notes within RingCX for outbound calls (just as they would be able to for inbound calls), would be great.
1 vote -
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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Allow change of state for RC CX Agents
We would like to be able to change states actively during a call. Our Leads like to track time spent on specific parts of a call (IE. Payments / Flood Insurance ) We have several use cases where our Supervisors want agents to be able to swap mid call so that the team can actively check how long members are taking for various actions while on a call.
1 vote -
Allow Admin Self-Service Management of Campaign Real-Time DNC Integration Without Support Intervention
"I see that the integration part has been added, is there any way that this could be added by us in the future so that we don't have to create a ticket"
Description:
Currently, when a new campaign is created and requires integration setup/configuration, customers must submit a support ticket to have the integration component added or configured.We would like to request an enhancement that allows Admins to independently manage and assign integrations to campaigns without requiring assistance from Support or internal teams.
Requested Functionality:
Allow Admin users to add, configure, or enable integrations directly within the admin portal/UI.…
1 vote -
Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX Campaigns
Title:
Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX CampaignsDescription:
Currently in RingCX, the Disconnect Scrubbing setting can only be configured at the individual Campaign level. Customers managing multiple campaigns must manually disable this setting for each campaign separately, which creates additional administrative overhead and increases the risk of inconsistent configurations.We would like to request an enhancement that allows Admins to manage Disconnect Scrubbing at the Account level.
Requested Functionality:
Introduce an Account-level setting to enable or disable Disconnect Scrubbing across all RingCX campaigns.
Allow the account-level configuration to automatically apply to:
Existing campaigns…1 vote -
Manual Assign digital In-Queue interaction
Currently, when a user manually assigns an email interaction that is sitting in the queue, the system's background routing logic does not recognize the manual assignment. The interaction retains its "Queued" status, causing the system to subsequently auto-route the email to a different agent. This creates duplication of work, conflicts in ticket ownership, and inefficiencies in queue management.
Request:
Status Update: The interaction's status should immediately transition from "Queued" to "Assigned" (or "In Progress").
Halt Auto-Routing: The interaction must be automatically excluded from the active routing queue so that it cannot be pushed to another agent.
Ownership Lock: The manual…
1 vote -
ability to apply the changes made to the rcx users without them updating their session information
When they make changes on agents (e.g. skills, queue). The agent still needs to update their session information.
It would be better if the changes made to the agent be applied without updating the session information
1 vote -
Another SLA is being triggered even though the agent has already responded to the chat in Engage Digital.
Is there a way to prevent information about customer SLA breaches from appearing in the Engage Digital chat window?
The customer has noticed that SLA breach information is being displayed, even though the agent has already responded to the chat. The customer does not want another SLA to be applied once the agent has provided an initial response.
Currently, the system shows that the agent is breaching the customer SLA, even after responding. Ideally, another SLA should not be triggered once the agent has already replied—similar to how calls are handled. If an agent has already answered a call, it…1 vote -
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available.
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.
6 votes -
Hide EX Caller IDs when logged in to CX
CX users have the EX dialpad populating when selecting the dialpad. This is creating a discrepancy with their CX functionality and reporting of outbound calls. The call detail is capturing in their EX history instead of in their CX history, and the associated reporting in CX is not capturing the details. Desired functionality is that if the user is in CX mode, the only dialpad that will populate is the CX dialpad. Seems this is occurring when disposition window is open and dial pad is selected, and/or if disposition is not selected and subsequent outbound call is attempted.
2 votes
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