225 results found
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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 -
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 -
Automatic Login and Schedule-Based Agent Availability in RingCX
Customers are requesting the ability to automate agent login and status management within the RingCX platform. Specifically, they are looking for a feature that allows setting a predefined schedule (e.g., Monday to Friday, 8:00 AM to 4:00 PM) during which an agent is automatically logged in and placed in an "Available" status. This would eliminate the need for agents to manually log in and out of RingCX daily.
This functionality would improve operational efficiency, ensure timely availability, and help avoid missed logins or agent delays—especially in environments with strict schedule adherence requirements. This could also potentially integrate with workforce management…
3 votes -
Wrap Time / After Contact Work
After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.
ACW status should…
129 votes -
Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
17 votes -
RingCX - Agent Whisper be enabled in ACD Callback
Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.
5 votes -
establishing contact information in RingCX incoming call
Agent would see a pop-up on the right side of the app showing the contact information during an inbound call.
They would update it but when the same customer call back in, the information won't show their name, just showing the number and unknown
Customer suggested that if possible to show the contact information so that the agents would be notified whether the caller is a VIP or not.3 votes -
📌 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 -
Adjustment - Cancel call transfer Label
Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):
when making a transfer:
put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:
in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
"Cancel Transfer : EXtension xxxx" .17 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 -
Mask Customer ANI from Agent
Support Case already submitted but got closed: 29329693
Request
Problem description: Customer requested to mask customer's ANI for all incoming inbound calls. We created Cloud profile but it is still showing the ANI.
Actual behavior: For any inbound call ANI is still being displayed
Expected behavior: Customer's ANI is no longer shown to the agent for any inbound calls.1 vote -
5 votes
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Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
3 votes -
Compliance - Remove my data email button
California, Virginia, Colorado, Connecticut, Texas, Oregon, Delaware, Maryland all have comprehensive data deletion requirements, and it would be helpful to have a standardized 'button' that allows for an email to be sent to a specific defined email address that can be actioned by supervisors/staff. The email would contain the lead data needed: Account, Campaign, date time stamp, lead phone, name, address, city, st, zip. notes. Similar to an email that is generated off of a disposition notification but without having to have a gazillion dispositions created for this.
1 vote -
1 vote
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Enhanced Dialer & Voicemail Control for Agents
Currently, RingCentral’s dialer and voicemail functionalities limit agent flexibility and efficiency. Personalized voicemail drops require an admin to create a separate campaign-level disposition for each agent’s custom recording, making it unscalable for teams. Additionally, in Progressive Dialer mode, agents cannot stop or cancel a call once the system begins dialing, which disrupts workflows and reduces operational control.
This feature request proposes enhancements to provide agents with:
Scalable, agent-specific voicemail options without needing manual admin configuration.
The ability to cancel or stop calls in progress within the Progressive Dialer to improve responsiveness and control.These improvements aim to streamline agent workflows,…
1 vote
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