1509 results found
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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.
6 votes -
RingCX Agent voicemail greeting
A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.
6 votes -
Enable Direct Association of Workflows with Queues for Outbound Calls in RingCX
In RingCX, outbound workflows that trigger actions such as automated emails are currently tied to workflows that are triggered through dispositions. These workflows are manually assigned at the agent level. At present, agents can be assigned to only one manual outbound workflow, and this assignment can be configured only by administrators. Agents do not have the ability to select, switch, or apply different workflows on a per-call or per-queue basis.
This creates a significant limitation for organizations that manage multiple clients, queues, and outbound scenarios. The customer requirement is for agents to be able to select the appropriate workflow based…
2 votes -
Agent Whisper Data in RingCX Analytics
Summary
Introduce visibility of Agent Whisper events within RingCX Analytics to allow supervisors and administrators to track whether a whisper was successfully connected to an agent during interactions.Problem Statement
Currently, RingCX Analytics does not provide any data or reporting on Agent Whisper activity. There is no way to determine:If a whisper was initiated
Whether the whisper successfully connected to the agent
The duration or timing of the whisper
The frequency of whisper usage across interactionsThis lack of visibility limits quality assurance, coaching effectiveness, and operational insights for teams relying on real-time guidance features.
Proposed Solution
Enhance RingCX…2 votes -
Force Log-out "Engage Digital On-Demand" users in Engage Digital
We are requesting admins to have the ability to force log-out "Engage Digital On-Demand" users.
1 vote -
Recycling Leads / Nurture Campaigns
Recycling Leads / Nurture Campaigns
We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.
It is…
5 votes -
RCX - Realtime Dashboard Access
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, regardless if they are just an Agent or an Admin.
12 votes -
RingCX Agent Script - Button Configuration Option For Transfers
RingCX > Admin > Agent Scripts > Button > Button Configuration > Actions > Button Action: Call Control / Call Action: Cold Transfer
We had an issue when attempting to use an agent script button to perform a cold transfer to a 10 digit RingEX phone number where the tag configuration of {{model.call.ani}} was not being respected. On the EX side, the transfer recipient would see our main RingEX phone number as opposed to the callers ANI.
After a support ticket was opened for months, a support agent finally stated that we needed to use {{model.call.aniE164}}. This tag does not…
1 vote -
6 votes
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Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Y
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Yealink T54) correctly resolve names from the RingCentral Company Directory.
3 votes -
User greeting in RingCX Agent.
Ability to personalize the greeting before answering the call per agent user.
33 votes -
Screen Calling for Outbound Dialer
Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant
Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.
8 votes -
Allow change of state for RC CX Agents
We would like to be able to change states actively during a call. Our Leads like to track time spent on specific parts of a call (IE. Payments / Flood Insurance ) We have several use cases where our Supervisors want agents to be able to swap mid call so that the team can actively check how long members are taking for various actions while on a call.
1 vote -
Add Agent Capacity Profiles to manage concurrent async and real-time workloads
Description:
In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.
Pain Point:
Without agent capacity control:Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.
Supervisors cannot reserve a portion of agent availability for…
3 votes -
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk Configuration
Title:
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk ConfigurationDescription:
Currently in RingCX, Business Override settings must be configured manually for each individual queue. For environments where each queue has its own DID, this becomes highly repetitive and time-consuming—especially when managing a large number of queues.We would like to request an enhancement that enables Admins to create and apply reusable Business Override templates across multiple queues.
Requested Functionality:
Allow Admins to create and save Business Override templates.
Enable applying a template to multiple queues simultaneously or assigning a default template during queue creation.…1 vote -
Allow Admin Self-Service Management of Campaign Real-Time DNC Integration Without Support Intervention
"I see that the integration part has been added, is there any way that this could be added by us in the future so that we don't have to create a ticket"
Description:
Currently, when a new campaign is created and requires integration setup/configuration, customers must submit a support ticket to have the integration component added or configured.We would like to request an enhancement that allows Admins to independently manage and assign integrations to campaigns without requiring assistance from Support or internal teams.
Requested Functionality:
Allow Admin users to add, configure, or enable integrations directly within the admin portal/UI.…
1 vote -
Historical Reporting ability to select days of the week.
Add specific days of the week to the custom scheduling options. When a user clicks on "custom" the UI should display a list of days so that the user can select to run the report every Monday, every Tuesday, etc. See attachment for example.
Admin's are currently using the custom option to built the report run the on Tuesday, another run on Wednesday, Thursday, etc. This is time consuming and could be solved by giving an option to select the days of the week as in the top image of the PDF.
1 vote -
Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX Campaigns
Title:
Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX CampaignsDescription:
Currently in RingCX, the Disconnect Scrubbing setting can only be configured at the individual Campaign level. Customers managing multiple campaigns must manually disable this setting for each campaign separately, which creates additional administrative overhead and increases the risk of inconsistent configurations.We would like to request an enhancement that allows Admins to manage Disconnect Scrubbing at the Account level.
Requested Functionality:
Introduce an Account-level setting to enable or disable Disconnect Scrubbing across all RingCX campaigns.
Allow the account-level configuration to automatically apply to:
Existing campaigns…1 vote -
Manual Assign digital In-Queue interaction
Currently, when a user manually assigns an email interaction that is sitting in the queue, the system's background routing logic does not recognize the manual assignment. The interaction retains its "Queued" status, causing the system to subsequently auto-route the email to a different agent. This creates duplication of work, conflicts in ticket ownership, and inefficiencies in queue management.
Request:
Status Update: The interaction's status should immediately transition from "Queued" to "Assigned" (or "In Progress").
Halt Auto-Routing: The interaction must be automatically excluded from the active routing queue so that it cannot be pushed to another agent.
Ownership Lock: The manual…
1 vote -
Scheduled agent shifts in queue
Existing functionality: RingCX can have set hours of operation at the queue level. For agents that need to log in and out of different queues throughout the day, they can log in and out manually by updating their current session or have a supervisor reassign via real time dashboard.
Desired functionality: Allow the ability to configure what time of day an agent is allocated to specific queues. For example, Agent One should be in queues A and B from 8:00am - 11:00am, then queues B and C from 11:00am - 5:00pm. Meanwhile, Agent Two may need to be in queues…
1 vote
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