156 results found
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Add “Average waiting Time” column to Real-time Agent view
Add a new column “Average waiting Time” in the Real-time Agent view.
This column should display, for each connected agent:The average waiting time of client
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)1 vote -
An email address book in CX
It would be really useful to have an address book in CX to store email address. Our agents frequently forward on emails so without this, it slows them down.
4 votes -
ability to transfer agent assignment in RingCx
Customers / admins should have the ability to reassign agent group assignment in RingCx. This would be more helpful since not all company have stable agents. Some are multi trained and being moved to different groups.
1 vote -
Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX
*Summary
Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.
*Problem Statement
During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.
*Proposed Capability
Implement call-state–aware Caller ID…
4 votes -
RingCX Default as outbound caller ID
It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.
3 votes -
Allow extension dialing within RingCX SPOG
Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"
When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.
What we want is the ability to dial a RingEX extension…
3 votes -
Single Pane of Glass | Both EX and RCX call logs should appear on the same page
Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page
2 votes -
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer is requesting a way to bypass the 'Agent Leg' requirement when initiating outbound calls within the RingCX application.1 vote -
Allow RingCX alerts to be sent to multiple selected users
It would be highly beneficial if RingCX alerts allowed Admins to select multiple users as recipients within a single alert configuration.
At present, alert routing appears to require either:
Single-user targeting, or
Separate configurations per user
This increases administrative overhead and makes alert management more difficult at scale.
Enhancing this to support multi-user selection would:
Reduce duplication of alert configurations
Improve scalability for larger teams
Ensure consistent notification distribution
Simplify ongoing maintenance
This is especially important for operational alerts that need to notify multiple Supervisors or stakeholders simultaneously.
2 votes -
Automatic Queue Log Out After Configurable Inactivity / Time Threshold
It would be highly beneficial to introduce a configurable automatic log-out feature for agents after a specified time threshold (e.g. end of shift or defined inactivity period).
Key requirements:
Admin-defined time threshold
Agents on an active call at the time of trigger would not be interrupted
Once the active call ends and the agent submits the disposition, they should not return to Available, instead, they should automatically be logged out of all queues
This would:
Improve queue governance and SLA integrity
Prevent agents remaining accidentally logged in after shifts
Reduce manual supervision effort
Support stronger adherence and workforce management controls
…
2 votes -
Visibility of Pending Messages Count per Conversation
Requested Evolution / Expected Outcome
Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:displaying the pending message count in the conversation bubble in task mode,
or exposing a clear indicator within the conversation list or header,
ensuring the count updates in real time as messages are processed.Business Impact
Without this evolution:task prioritization is less efficient,
workload balancing across conversations and agents is more difficult,
overall handling time and agent efficiency may be negatively impacted.Providing clear visibility of pending message counts would significantly improve…
1 vote -
Agent Script: Allow configuration to limit the width of an agent script, so agent script takes up less screen space
When using Agent Scripts with the Embedded Agent within a CRM (e.g. Salesforce), you cannot limit the width of the RCX Agent Script panel. In Salesforce, specifically, with the Embedded Agent adaptor in "Docked" mode, the Agent Script panel takes up like, a third of the screen real estate - even if your script only consists of a tiny, 30-pixel "HANGUP" button. If you switch to "Undocked" mode, as soon as you answer the call, the size of the Agent adaptor window expands radically to accommodate the extra-wide Agent Script - again, even if the only script element is a…
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Answering%20a%20call%20in%20Salesforce%20-%20undocked%20-%20agent%20can%20manually%20shrink%20down%20call%20window%20after%20answer%20(problem%20happens%20again%20on%20next%20call).png 159 KB -
Answering%20a%20call%20in%20Salesforce%20-%20undocked%20-%20upon%20answering%20call%2C%20agent%20script%20expands%20to%20take%20up%20half%20the%20screen.png 132 KB -
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1 vote -
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Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Hi Team,
I’d like to submit a feature request related to RingSense analytics and call review capabilities.
Request:
Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.Customer Need:
Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate…4 votes -
Ability to Configure Security and Operational Settings Per Agent (Not Limited to Agent Role)
Summary:
Request to reintroduce or add the ability to configure Security and operational settings (e.g., Call Control, Transfer Options, Real-Time Reporting) at the individual agent level instead of being restricted to Agent Role configuration.Current Behavior:
Following a recent update, settings such as Call Control, Transfer Options, and Real-Time Reporting are now managed exclusively under Agent Roles. Individual agent-level configuration for these options is no longer available.Problem:
Managing these settings only at the Agent Role level reduces flexibility and creates limitations for customers who require exceptions or custom configurations per agent.Common challenges include:
Inability to customize settings for…
1 vote -
Restore configurable “Enter key = line break” behavior in message editor
Context In the previous solution Engage Digital, it was possible to activate an option in settings allowing advisors to create a new line by pressing “Enter” directly when writing messages. This significantly improved writing comfort and reduced errors. In RingCX, this option is no longer available (or not visible). Issue Advisors must now use “Shift + Enter” for every line break. As a result: Line breaks are frequently forgotten Messages are sent incomplete or poorly formatted to customers
1 vote -
Expose “Team” field in exports and statistics in RingCX
The Team field is correctly configured and populated at agent level in RingCX.
This field is a key structuring attribute used to:Distinguish different contact centers
Identify multiple teams within the same contact centerIt is essential for operational reporting and performance analysis.
1 vote -
agent login state desktop visibility
Currently when the RC Desktop App is running minimized, the taskbar icon does not show whether or not a user is logged in the the RCX agent pane, and there is no automatic login when starting the Desktop App or after e.g. a disconnect of the LAN/WAN connection.
While the Desktop App itself is doing a regular reconnect, the agent pane is not, so it will be helpful if the user would be able to tell from the taskbar icon whether he is still logged in as an agent.
There have been similar ideas regarding the taskbar icon for better…
1 vote -
Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)
Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.
While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.
Expected / Requested Enhancement:
Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound…2 votes -
Add the number of customers in queue to the Supervisor view
Add the number of customers in queue to the Supervisor view
Provide supervisors with a real‑time view of the number of customers currently waiting in each queue directly from the Supervisor interface.1 vote -
Interaction Summary Overview in Contact Card for Agents
Today, an agent can see the summary of each interaction. It would be highly valuable to agents if they could see at the top of the list of historical interactions a summary of the previous several interactions to see what's been talked about overall, without having to review every interaction. A paragraph summary including topics discussed will save agents a huge amount of time and improve customer satisfaction.
2 votes
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