1509 results found
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Historical Reports for Callback Requests for the next day
Ability to have a Historical Reports for Callback Requests for the next day. The current reports only show callback requests already made
2 votes -
Chat invitation message criteria in in messaging targeting rules
add a condition criteria in messaging targeting rule for when the chat invitation message was declined
2 votes -
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.
26 votesThis issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.
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- Susan reports they are receiving inappropriate chat - The wanted to confirm if its the same person that is pretending to be a 30 different
- They are receiving inappropriate chat
- The wanted to confirm if its the same person that is pretending to be a 30 different people
- That chat is being received in their Chat Channel
2 votes -
ability to apply the changes made to the rcx users without them updating their session information
When they make changes on agents (e.g. skills, queue). The agent still needs to update their session information.
It would be better if the changes made to the agent be applied without updating the session information
1 vote -
Enable DTMF Input Option within Priority Events
Request to enhance Priority Events in RingCX by allowing DTMF (keypad input) interaction for callers when a queue reaches defined thresholds (e.g., max queue size or wait time).
Current Behavior:
Priority Events currently allow actions such as routing or prioritization when thresholds are met. However, they do not support DTMF input, which limits the ability to offer interactive options (e.g., callback requests) directly within this flow.Problem:
Customers who want to manage high queue volume cannot provide callers with real-time options (such as requesting a callback or leaving voicemail) when a queue is full or wait time is excessive. This…1 vote -
automatically detect RoboCalls
Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List
10 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
25 votes -
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
12 votes -
Prevent an agent from requeing into a queue with no available agents
Prevent an agent from requeing into a queue with no available agents. This helps ensuring no calls are accidentally sent to a queue with no one available to pick up the phone.
2 votes -
Another SLA is being triggered even though the agent has already responded to the chat in Engage Digital.
Is there a way to prevent information about customer SLA breaches from appearing in the Engage Digital chat window?
The customer has noticed that SLA breach information is being displayed, even though the agent has already responded to the chat. The customer does not want another SLA to be applied once the agent has provided an initial response.
Currently, the system shows that the agent is breaching the customer SLA, even after responding. Ideally, another SLA should not be triggered once the agent has already replied—similar to how calls are handled. If an agent has already answered a call, it…1 vote -
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
WorkingThe 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.
11 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
25 votes -
Feature Request – Distinct “Invalid Number” Result for Manual Outbound Calls
Description:
Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.
Business Impact:
Agents and managers cannot accurately track list quality or outbound performance.
Invalid numbers are not flagged for clean-up, reducing operational efficiency.
Reporting and analytics on manual outbound campaigns are incomplete.
Requested Feature:
Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.
Ensure this result is visible in historical reports, dashboards, and exported data.
(Optional) Include this disposition…
3 votes -
Sync RingCentral App status with RingCX SPOG status
The ability of the RC app to change its status to DND when a RingCX call comes in, so they won't receive an REX call. The same goes when receiving an RC App call to change the RCX status to Unavailable or Busy.
9 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.
5 votes -
RingCX for Salesforce integration to RingCentral Desktop App
Customer wants to integrate RingCX for Salesforce to RingCentral desktop app so that when agent receives a call in RingCX, agent can retrieve Salesforce data or have popup in the RingCentral desktop app.
8 votes -
RingCX Audit Trail to add IP Addresses
Add IP Addresses in Audit Trail together with other details of which computer used by the changer if possible.
1 vote -
Move from generic email profile to existing or new Customer Profile
When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.
Example:
Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
The VM call from caller ID is from 734-999-9999.That number is associated with John Smith, a customer profile visible from a previous interaction
with that customer.We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…
29 votes -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
1 vote
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