1454 results found
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Ability to remove suggested email addresses in RingCX
We’d like an option for agents and supervisors to manually remove or delete suggested email addresses in the RingCX application.
During testing, an email was sent to one of our team member’s personal address. Now, when users type the last name in the To field, both the personal and work addresses appear, and the personal address often gets selected because it appears first. We can’t find a way to delete or suppress that suggestion.4 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX
RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.
As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.
Requested Features:
- Forecast call and digital channel volume using historical RingCX data
- Interval-based forecasting (e.g. 15 or 30 minutes)
- Staffing recommendations based on SLA targets (for hour/day/week/month)
-…8 votes -
Copy Existing Agent Roles to new roles
Need to be able to copy an existing agent role when creating a new role. This would save a bunch of time if an existing role has "most" of what you want for a new role.
6 votes -
Track and report on agents' geo-location
For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX
4 votes -
Call Waiting notification
If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.
The agent should have the ability to put the first call on hold and then answer the second call.
8 votes -
change button shape and placement
Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.
It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.
Please see case 28193631 for further information along with a video.
24 votes -
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 -
Ability to Move or Reposition Admin Users in RingCX Admin
Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.
15 votes -
Google Chat as inbound channel for help desk use case
We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view13 votesThis is not a common channel in CCaaS space, we'll need to gather interest on this
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hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
45 votes -
Real Time Dashboard - Lead Status view
Add the ability to see Leads Ready Now/Leads Ready Future as an option on the Real Time Dashboards without having to pop out "Status"
4 votes -
Notification for agents when being on a call for too long
Configurable alert to the agent based on time in call.
We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.
5 votes -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…10 votes -
RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting
Summary
• Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.
Problem Statement
• Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:
HAR (network request logs)
Browser console logs
• When customers report intermittent issues, the following challenges arise:
The issue occurs randomly and cannot be predicted.
HAR and console logs must be manually enabled before the issue occurs.
In many cases, the issue…
5 votes -
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 filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
10 votes -
Allow other super admins to receive service status notifications for RingCX updates
The customer would like additional super admins to receive RingCX service status notifications related to their account, including updates, release notes, new features, maintenance notifications, outages, and other RingCX-related alerts.
According to the customer, only the primary (main or first-born) super admin extension currently receives these notifications. They would like other super admins to also receive RingCX notifications and alerts, even if they are not the primary super admin.3 votes -
RingCX Digital Message Notification Improvements
Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.
Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.
However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.
To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.
48 votes
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