1219 results found
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dashboards data refresh time
customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.
65 votes -
Live Chat with Switch Video Enable - Analytics Recordings
Live Chat with Switch Video Enable - Analytics Recordings
As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
For the reporting purposes, the video recordings are still needed.8 votes -
RingCX and RingEX ring group searches
Ensure RingCX search behavior and UI visibility is consistent with RingEX UI behavior for lookups
Investigate whether the RingCX search result display can be improved (e.g., visual indicator for scrollable content or removal of the result limit).
If not currently supported, please escalate as a feature request to address search usability and parity.5 votes -
Warm Transfer Calls From RingEX USers to RingCX Agents
To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.
2 votes -
Option to apply Campaign Criteria Custom Fields when setting Lead Search filters.
It would be helpful if admins had an option to include the Custom Field from Campaign Criteria Plan when filtering the reports in Lead Search Criteria.
2 votes -
Removing "change the status of an agent" without their consent
Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
Delete the "Update agent status" line.
On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".11 votes -
Allow agents to block number in RingCX
Have the ability for the agents to block the numbers manually from the RingCX agent platform instead of them having to send this to the RingCX admin.
7 votes -
Agent Script/Custom Field Recording Delivery
Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.
Currently, only the field name feeds over to the S3/AWS bucket in the file name.
33 votes -
1:1 SMS per agent
Currently, RingCX supports SMS communication only through queue-based messaging, which does not allow representatives to send and receive SMS messages individually. This limits the ability of reps to engage in personalized, one-on-one SMS conversations with prospects and customers.
We request the addition of a feature that enables each agent to have their own SMS-enabled Direct Inward Dial (DID) number. This would allow reps to send and receive SMS messages individually, improving direct communication, customer engagement, and tracking at the agent level.
Key benefits of this feature would include:
- Enhanced personalization and customer experience through 1:1 messaging
- Clearer accountability…4 votes -
Report on Custom Agent State in RingCX
Currently, any agent state configured on an Account will show as (empty) vs what is mapped to the underlying base state.
We must display the states customers are expecting to see based on their account setup.
4 votes -
Dark mode feature
We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.
41 votesDark mode is now supported with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
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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…2 votes -
Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.
Allow login sessions to be kept active even when browser refresh so agents do not log out.
2 votesRelease 25.4.2 (December)
RingCX for Salesforce - Persistent Login Across Browser Refreshes:
Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.
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Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to…
3 votes -
Enhance Agent States
Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.63 votes -
Visible Agent status on transferring
When transferring a call to another agent, have it to show their status, via words or colour. Whilst the circle may indicate their availability, the colour options are limited.
Agent #1 - Available (Green circle)
Agent #2 - Away/Lunch (Grey circle)
Agent #3 - Idle (Yellow circle)5 votes -
RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded
Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.
7 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 -
Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…11 votes -
Enhanced Agent Dashboards for Queue Visibility and Custom Statuses
Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.
Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.
We request the…
2 votes
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