185 results found
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Customize Agents that show in Agent Dashboard
We should have the ability to view only the agents that we need to in the real-time Agent Dashboard. Currently, you have to view all agents, and when your organization has A LOT of agents, that is a lot of scrolling and hunting to find the agents you need to see. I would think it should be easy to implement a drop-down menu showing all the RingCX queues, and you should be able to just select the queue(s) you want to monitor.
1 vote -
Transfer Call to Voicemail
The customer would like to have the ability to transfer a Call to Voicemail (RingCX) by pressing the # just once. She mentioned that she still needs to press the # key twice to transfer the call to voicemail.
7 votes -
Automatic Call Notes Feature for Queue Based Calling. Right now it's only for individual agent extensions
Automatic Call Notes Feature for Queue Based Calling.
Right now, it's only for individual agent extensions, and the alternative is RingSense, but that doesn't provide the insights or transcription until the processing is complete. This is incredibly inconvenient for our Call Center team.
1 vote -
Phone Book options
When CX users would like to call another queue, the queues should be listed as an option with the Corporate Directory. This was available in NiceInContact. Please see screenshot
1 vote -
RingCX allows you to pick up calls on the dashboard manually
It would be helpful if RingCX allowed users to manually pick up or recover calls not progressing on the dashboard.
8 votes -
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
2 votes -
Fax Cover Page, Allow Sender Name to be Optional or Modified
To offer a certain amount of anonymity to call center agents, please allow the Fax Cover page options to include the ability to remove the senders name, or to change the name in a manner that would populate the first & last name of the agent, with edits allowed to those names
0 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.5 votes -
Caller ID when transferring a call.
Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.
8 votes -
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…
4 votes -
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
8 votes -
superview what tier the rep is in for the line of business.
Can we get in the superview what tier the rep is in for the line of business.
So if they are in tier 1 in auto when they answer a uto call it would say tier 1. if they are in tier 2 homes if they answer a auto call it would say tier 2 and so on?
1 vote -
Overall Platform Intuitiveness and Team Adoption
Client Feedback on Current Setup:
- The platform is not intuitive for their team, particularly compared to Gmail
- Significant training and manual effort required to manage workflows
- Difficult to gain team adoption due to lack of visibility and increased overheadRequest
- More intuitive UI/UX
- Fewer clicks to perform routine actions (assignment, visibility, filtering)
- A faster learning curve for new agents3 votes -
Being able to disconnect or remove the other party on a call using SPOG
They would like to be able to hang up or remove the other party on a call using their SPOG. Currently, when they end a call, it disconnects both parties, and they want the option to hang up only the second call instead.
1 vote -
next steps filter
For RingSense, I would like to see if we could simple add a filter for Next Steps so someone can filter all of their meetings to find out our next steps for each meeting. My next suggestion should be to add a daily report email that sends those tasks to your email so you don't have to open up RingSense every day to get those tasks.
1 vote -
RingCX | Add a conference button on the RingCX App
Currently, the only way to conference a call in RingCX is by clicking the "Transfer" button. However, the customer has requested the addition of a dedicated "Conference" button.
The concern is that "Transfer" implies handing off the call to another person, whereas their intention is to have someone join the ongoing call to discuss matters together — making it a true conference call, not a transfer.
6 votes -
Notification for hold duration
When caller is on hold by the agent, RingCX will be able to notify both agent and supervisor about the ongoing hold duration that can be set on the hold settings.
Notification that can be configured as pop up or email.6 votes -
Retain Agent Data in Historical Reports After Removing Agent
Removing the agent also removes the data from Historical Reports. We would like to request an enhancement where the agent data is retained after deleting the agent from the account.
3 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 -
Deployment of RING CX application
Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
Unable to code and transfer on the Ring CX application.Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).
5 votes
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