1659 results found
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Wrap-up timer shows agents in wrap-up and not available
Problem:
Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.The feature request:
Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.Why it matters:
This…5 votes -
Display Digital SMS ANI in RingCX Analytics Interaction Details
I’d like to submit a feature request for RingCX Analytics.
Currently, when reviewing Interaction Details for Digital SMS interactions, the ANI field displays as "N/A." For better visibility and reporting, it would be highly beneficial if the actual ANI (sending number) were displayed in this field.
This enhancement would help teams more effectively track and analyze SMS interactions, especially when handling multiple Digital SMS numbers.
21 votes -
Ringcx Supervisor ability to assign queue to agents
Ability for a supervisor to assign queue to agents and update their session.
1 vote -
Reduce RingCX Live Transcription Delay
RingCX live transcription currently has an estimated 2–3 second delay compared to RingEX. In RingEX, the conversation appears almost immediately as the agent and customer are speaking, while RingCX takes a few seconds for the transcript to appear.
It would be helpful to reduce the transcription latency in RingCX and provide a more real-time transcription experience similar to RingEX.
1 vote -
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 -
Enhanced Email Suppression Management Controls and Visibility
Description:
Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.We would like to request enhanced suppression management capabilities, including:
*Ability to disable or override suppression for specific recipients or campaigns.
*Configurable suppression policies based on business requirements.
*Automated notifications when recipients are added to the suppression list.
*Scheduled suppression list reviews and reporting.
*Self-service tools to view, manage, and remove suppressed recipients.
*Greater visibility into the specific reason and source of suppression.Business Impact:
Organizations may experience…1 vote -
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.
49 votes -
Ability to change default selection when transferring calls
At the moment, when we select the transfer button, the default selection is the phone book. We would like to change this to the Corporate Directory. This also includes the "Stay on call" option being selected by default. This should follow the last selected option instead of being enabled every time.
1 vote -
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.
44 votes -
Searchable Call Dispositions
Issue:
After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.Business Impact:
This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.Requested Enhancement:
We request that the Product team review this limitation and consider restoring searchable call disposition…1 vote -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
47 votes -
Ability to hide or disable RingCX/SPOG within the application
The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.
2 votes -
Manually assign call back request to agents
Manager would like the option to assign out callback to agents and then have agents pick up those calls once available
12 votes -
Feature Request: Extend RingCX Historical Queue Data Retention and Reporting Availability
Extend RingCX Historical Queue Data Retention and Reporting Availability
Product: RingCX (RCX)
Severity: High
Customer: Murfreesboro Medical Clinic
Background / Customer Request:
The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."
However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available…
1 vote -
RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll
Description
In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.
Steps to Reproduce
1. Initiate or receive a call
2. Attempt to transfer the call
3. Use the contact search function
4. Observe that only 10 contacts are returned, even when more matches existActual Result
Search results are limited to 10 contacts.Expected Result
Search should return more results (e.g., 50–100)…3 votes -
Add Caller's Name for Inbound Call Details Report
To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.
There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.
5 votes -
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.12 votes -
Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
21 votesLive Transcription is available for agents via Agent Assist feature. See https://support.ringcentral.com/article-v2/configuring-agent-assist-for-ringcx.html?brand=RingCentral&product=RingCX&language=en_US
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