1072 results found
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Admin Digital Exports - Fields and Scheduled Reports
When logged into RingCX Admin and going to Digital and then Exports, it would be great if there's a way to save customized fields, so I don't have to change it every time I want to export information. Also, it would be great if I could schedule it to send these reports automatically, so I don't have to request it manually each time.
1 vote -
Automatically set Queue Event Duration based on duration of single play audio file
When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.
3 votes -
BE ABLE TO DISABLE "THIS CALL IS BEING RECOREDED" PROMT WHEN PICKING UP A PAKRED CALL.
BE ABLE TO DISABLE "THIS CALL IS BEING RECOREDED" PROMT WHEN PICKING UP A PAKRED CALL.
1 vote -
Auto-populate the Disposition name to the Subject in Email templates for call disposition
Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.
This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
Hubspot List Loader
For ease of lead management, looking to get a List Loader tool for Hubspot similar to the one available for Salesforce: https://support.ringcentral.com/article-v2/uploading-and-managing-salesforce-leads-in-ringcx-with-lead-list-loader.html?brand=RingCentral&product=RingCX&language=en_US
This will optimize managing the dialer lists, enabling users to upload leads without needing to build APIs in Hubspot.
1 vote -
RingCX Billing and Inventory & Usage Portal
There are some confusion regarding the details of licenses available between RingCX and RingEX (Admin Portal). This request proposes the addition of a dedicated Billing and Inventory & Usage section within the RingCX platform to provide clear and separate visibility of RingCX licenses, packages, and usage details.
1 vote -
RingCX Agent list_The customer want to pull up lists of active agents using the RingCX platform.
The customer is looking for an option to pull up lists of active agents using the RingCX platform.
1 vote -
RingCX Chat Channel_Option to transfer chat directly to the agent
RingCX Chat Channel_Option to transfer chat directly to the agent
The customer is requesting the following options: When they reply to an email initiated by an agent, the response should be routed directly back to that agent. Alternatively, they would like the ability to manually transfer the email to the agent who originally contacted them."1 vote -
Option to see the number of calls are in queues and agents statistics
currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration
7 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…2 votes -
Allow RingCentral App to Place RingCX Calls on Hold
During a RingCX call using the RC app, putting the call on hold doesn't function correctly. The other party can still hear the audio when the hold feature is activated from the RC app.
Allow the RingCentral App to effectively place RingCX calls on hold.
4 votes -
RingCX Analytics: Report to Track Supervisor Updates to User Availability States
We’d like to request the addition of a report in RingCX Analytics that tracks when a Supervisor updates the availability state of another user.
This report should include:
The Supervisor’s name and ID who made the change
The user’s name and ID whose availability was updated
The previous state and new state
The date and timestamp of the changeThis feature would improve visibility, enhance accountability, and assist in troubleshooting state-related issues within the contact center.
1 vote -
RingCX Add Bulk Disposition
Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time
3 votes -
RCX Real time Long Abandon Metrics
When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.
It would be more useful to add in the "Long Abandons" field so we can show the number…
3 votes -
Track Forwarded Call Queue Voicemails in Sent Items
Currently, when a voicemail from a call queue is forwarded via the online voicemail portal, there is no record or entry of this action in any "sent" folder or message history. The "Sent Items" folder is exclusively for faxes. We require the ability to track and view a log of all forwarded voicemails from call queues to ensure accountability and provide an audit trail. This feature is crucial for managing queue activity and ensuring voicemails are handled appropriately.
2 votes -
SMS for missed calls
Ability to send SMS for missed call in RingCX
2 votes -
Feature Request: Report on Transferred Call Destinations in RingCX
I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.
Use Case:
One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.Requested Feature:
Report Type: Call Transfer Destination Report
Details…12 votes -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.
This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
Dialing Timezone For Arizona Be Set To MST and MDT Accordingly In The Dialer Campaign On RingCX
Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.
2 votes -
Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
2 votes
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