383 results found
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RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
45 votes -
Preserve Agents’ extension as Caller ID for Internal Calls
When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.
16 votes -
Update agent state
Current Behavior:
When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."
Expected Behavior:
The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.
Business Value:
Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain…
1 vote -
Engage Digital -Ability to change the language settings in the user interface
Currently you can only change the language from the admin but not on the user interface
1 vote -
Prevent Unexpected Session Interruptions when accessing voicemail notification links
Feature Request: Prevent Unexpected Session Interruptions
Please enhance session handling to prevent active agent sessions from being unexpectedly interrupted when accessing voicemail links. Interruptions can disrupt ongoing work, cause agents to lose progress or context, and result in an inconsistent user experience.
Ideally, sessions should remain active while work is in progress or provide a clear warning and recovery mechanism before timing out. This enhancement would help agents complete tasks more reliably and provide users with a smoother experience.
1 vote -
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…5 votes -
Ringcx Supervisor ability to assign queue to agents
Ability for a supervisor to assign queue to agents and update their session.
1 vote -
Retain Originating Caller ID During RingEX to RingCX Transfers
Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.
Current behavior:
When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.20 votes -
Ability to change default selection when transferring calls
At the moment, when we select the transfer button, the default selection is the phone book. We would like to change this to the Corporate Directory. This also includes the "Stay on call" option being selected by default. This should follow the last selected option instead of being enabled every time.
1 vote -
Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
44 votes -
Searchable Call Dispositions
Issue:
After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.Business Impact:
This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.Requested Enhancement:
We request that the Product team review this limitation and consider restoring searchable call disposition…1 vote -
Ability to hide or disable RingCX/SPOG within the application
The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.
2 votes -
RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll
Description
In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.
Steps to Reproduce
1. Initiate or receive a call
2. Attempt to transfer the call
3. Use the contact search function
4. Observe that only 10 contacts are returned, even when more matches existActual Result
Search results are limited to 10 contacts.Expected Result
Search should return more results (e.g., 50–100)…3 votes -
Disable TT Accept for Calls from Track Number Routing in RingCX
Request:
Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.Current Behavior:
When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.Requested Behavior:
Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.Business Rationale:
This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It…1 vote -
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature RequestEnhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.
Current Behavior
When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.
In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.
Requested Enhancement
Display the…
1 vote -
Closed Caption in CX
RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
This appears to be a product parity and accessibility issue, not a technical limitation.Why This Matters
Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:Deaf or hard‑of‑hearing agents
Agents with auditory processing disorders
Neurodivergent agents who…4 votes -
Sub-Status Selection During "Engaged" State for Mid-Call Task Tracking (RingCX)
Hi Team,
I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.
Customer Use Case & Workflow
The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.
Proposed Feature / Ideal…
2 votes -
More color themes for both dark and light modes
I would really appreciate having more theme options, as this is the primary platform I use throughout the day, and it is nice being able to change things up. Especially, since I am prone to migraines and so are some members of my team, and there are limited options for both light and dark modes.
1 vote -
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 -
Feature Request — Extend Agent Call History to 7 Days
Customer Request:
Allow agents to access and review their call history for at least the previous 7 days.Current Behavior:
There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.Customer Requirement:
The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.Business Use Case:
Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with…1 vote
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