92 results found

1. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g., system sleep, network timeout, or WebSocket disconnects):

   🔄 Replace “WORKING” with a clearer status such as:

   “Connection Lost”
   “Disconnected”
   “Session Timeout”
   “Network Error”

   This status should only be triggered during system-driven disconnections, not manual agent actions.

   Why This Matters:

   • Improves transparency in real-time dashboards and routing behavior.

   • Helps admins and supervisors immediately identify connection issues vs. assuming the agent is working.

   • Reduces missed or mishandled calls due to misinterpreted statuses.

   • Supports accountability and follow-up (e.g., reaching out to the agent to check if they’re experiencing technical issues).

   • Aligns agent state logic with actual backend session state and improves operational visibility in high-volume contact centers.

   Reproducible Scenarios:

   Agent is logged in and set to AVAILABLE.
   Machine enters sleep mode.
   Upon waking, session reconnects — agent is placed in “WORKING” despite no input.

   OR

   Agent places an outbound call to a disconnected number.
   Call fails; agent transitions to “WORKING” without taking any further action.

   Impact:
   • Frequent confusion among admins.
   • Incorrect routing behavior due to “active” status.
   • Average of 4–5 agents per hour affected.
   • Impacts SLA, productivity, and agent accountability metrics.

   Suggested Implementation:
   • Enhance session reconnection logic to check:

   • If agent is not actively engaged with UI.

   • If the reconnection was system-triggered (e.g., Layer 2 reconnect or socket timeout).

   → Place agent into a descriptive, non-selectable system state that reflects the disconnection reason.

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g.,… more

   101 votes

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2. INTERCEPT

   Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

   Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

   This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

   We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual reason for the call failure. Examples would include:

   Invalid Number

   Blocked by Carrier

   Rejected by User or Declined

   Implementing this change would provide immediate, actionable insight into call failures directly within the user interface. This would significantly improve the user experience, reduce administrative overhead, and allow for much faster troubleshooting.

   Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

   Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

   This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

   We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual… more

   31 votes

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3. Transferring calls to RingEX Extensions via corporate directory

   To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

   Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

   52 votes

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4. Feature Request: Granular Call Monitoring Permissions for Agent Role

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution Features:

   Add a "Call Monitoring" permission toggle to the Agent role settings.

   Allow Admins to assign monitoring access to specific queues or agent groups.

   Prevent monitored Agents from viewing or accessing unrelated queues or data.

   Benefits:

   Maintains strict data segmentation and confidentiality.

   Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

   Supports compliance and auditing policies more effectively.

   Improves operational flexibility without compromising security or visibility boundaries.

   This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution… more

   18 votes

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5. Dashboard for agents and supervisors in RingCX

   RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

   63 votes

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6. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

   Problem Description
   When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).

   ---

   Expected Behavior
   If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.

   • 

   31 votes

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7. 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.

   30 votes

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8. Extend RingCX Call History View to 30 Days

   RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more context switching) and slashes support tickets for “Reports” access.

   RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more… more

   16 votes

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9. Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps

   when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...

   21 votes

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10. Control CNAM of Caller

    Change the CNAM of the Caller's Phone Number outside RingCentral

    4 votes

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11. base state

    Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".

    Currently, there are the Base States of:
    Available
    On Break
    Away
    Lunch
    Break
    Training
    Working

    The added custom states fall under one of those categories.

    Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.

    8 votes

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12. Add more Stats to Agent screen in RCX

    Please add Total wrap time , total break time , total lunch time , total coaching time that are visable to agents on their stats page

    6 votes

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13. Ask first transfer creates a blind conference. Does not behave as expected.

    When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.

    Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.

    4 votes

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14. Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG

    Scenario:

    When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
    Request:

    We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
    Minimize selection errors,
    Streamline the outbound call process, and
    Ensure compliance with proper Caller ID usage by team.

    Please let us know if this customization is currently possible or if it can be considered for future development.

    Scenario:

    When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
    Request:

    We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
    Minimize selection errors,
    Streamline the outbound call process, and
    Ensure compliance with proper Caller ID usage by team.

    Please let us know if this customization… more

    8 votes

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15. Write back Disposition and notes to RCX Contact Card

    Write back Disposition and notes to RCX Contact Card

    Enterprise Account ID: UID: 813377035
    Feature Request Summary: Write back Disposition and notes to RCX Contact Card
    Current Functionality: only support AI Summaries
    Ideal Functionality: Write back Disposition and notes to RCX Contact Card
    Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/view

    Business Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries

    https://jira.ringcentral.com/browse/INIT-25003

    4 votes

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16. Display Agent Call Hold Status and Duration in Supervisor Dashboard

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold Status Indicator – A visual indicator that clearly shows when an agent has placed a call on hold.

    2.Hold Duration Timer – A real-time counter showing how long the agent has been in the hold state.

    Benefits:

    Enables supervisors to monitor agent behavior more closely and identify unusual or prolonged hold times.

    Improves real-time visibility and decision-making during active contact handling.

    Reduces the need to toggle between multiple dashboards, improving efficiency and response time.

    Use Case Example:
    A supervisor monitoring a high-priority queue needs to ensure agents are not placing calls on hold unnecessarily. Having hold visibility directly in the Supervisor Dashboard will allow them to take proactive actions like coaching or intervening when necessary.

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold… more

    6 votes

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17. Dashboard Configuration Rule - Email Notification

    It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.

    2 votes

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18. Restrict changes to Queue SLA settings

    Create a Supervisor Security setting to restrict changes to Queue SLA settings by Supervisors

    5 votes

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19. Option to Transfer RingCX Calls Directly to RingEX Ext's Voicemail

    Add Option to Direct Transfer RingCX calls to RingEX Extension's Voicemailbox Using the Transfer Button

    6 votes

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20. I would like my CX agents to be able to see how much time they have logged in each state through the daay

    I would like my CX agents to be able to see how much time they have logged in each state through the day. Letting them see how much time they are in available, aftercall, break, lunch, project would be a way for them to self manage their time.

    5 votes

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