1659 results found
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RingCx Agent non-activity (Idle) for an amount of time - to change status to any unavailable state
The customer wants agents' status to automatically change to a selected unavailable state after a specified idle time period.
9 votes -
Bring the application to foreground when agent script is configured for the queue or campaign
Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.
Requirement:
The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.17 votes -
Automatically log the RingCX agent out after they stay idle for a certain period of time
To have a settings where they can set an idle time to automatically log out RingCX agent.
New status "Auto Logged Off" to track in reporting.
Option to schedule log outs, e.g. in the end of the day.21 votes -
Robo calls and Spam caller detection
This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.
25 votes -
Change how OB Abandon results reflect in Analytics for Preview Campaign
When the agent leg connection is disrupted or cannot be established in the moment it attempts to place the call, it results in an intercept and registers as an Outbound Abandon in reporting due to 0 seconds of agent talk time. This is specifically for a Preview dialer or a 1 to 1 type campaign.
We would like for these to be represented differently in reporting, specifically noting that the agent leg connection was disrupted, instead of just reading it as an Outbound Abandon.
8 votes -
Allow us to control or add audio devices for ringing in RingCX Agent for Salesforce.
Currently we can only have the ringing of an incoming call sound in the agent's headset. This means the agent must have their headset on all the time. There is no setting to add an alternate audio device for ring tones to emit out of. If agents access to do this, then they can take a break from the headset during lulls in call volumes and still hear when a call comes in.
8 votes -
Quality of Service (QoS) Portal for RingCX Calls
Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.
90 votes -
Since the Real-Time Agent dashboard currently does not provide a dedicated metric for answered calls, this appears to be a limitation of the
Since the Real-Time Agent dashboard currently does not provide a dedicated metric for answered calls, this appears to be a limitation of the existing reporting functionality rather than a confirmed defect.
To address this gap, we can submit a feature request through the RingCentral Ideas portal for the Analytics team to consider adding an Answered Calls metric to the Real-Time Agent report in a future release.
5 votes -
Bulk Deletion of Unread Digital SMS and Email Notifications for Unread Messages
Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications
Product: RingCX
Feature Category: Digital Channels / SMS Messaging
Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.
Requested Enhancements:
- Bulk Deletion of Unread Digital SMS Messages
Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one…
6 votes -
RNA State Duration option
option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.
34 votes -
RCX AGENT DIALPAD
RCX Agent Dialpad should be added on Agent Tab in RingCentral App.
This means that the Dialer/Dialpad within RingCX Tab has RingCX CallerID's by default and will have no option to use RingEX lines as OB Caller ID. This will enhance and minimize agent errors when making an outbound call.12 votes -
INTERCEPT
Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code
Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.
This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.
We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual…
74 votes -
Overriding Wrap Up ACD State
Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.
6 votes -
Channels
Have the ability to download ALL channels, through the RingCX channel section.
Currently, only Voice Channels are exported into .csv.
Making it so ALL channels (voice, digital) are exported to the list, would make a more streamlined experience.8 votes -
RingCX Analytics Enqueue and Dequeue Report
RingCX Analytics report that shows the Enqueue and Dequeue analytics for digital interactions. There was previously a pre-built report, the Digital Detail Report, that is no longer available, and no other reports with similar metrics that show enqueue and dequeue time stamps of digital/email interactions, by specific queue, on a 24-hour cycle.
5 votes -
Last Agent Routing with Outbound Dialer
RingCX supports last agent routing only if a call has connected to an agent previously.
Request for a feature enhancement - include outbound dialer attempts in which a lead is calling back in after missing the call, and route to the last agent who called out to them utilizing the Route to Last Agent queue event.37 votes -
Transfer calls faster
I need a feature that when I transfer the call it will be connected right away without ringing
4 votes -
Presence Sync Control between RingEX (REX) and RingCX (RCX)
Problem Statement
In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.
This creates a conflict in blended environments where both RingEX and RingCX are actively used.
Current Behavior
Agent receives or is on an active RingEX call
RingCX (SPOG) status remains Available
RingCX continues routing inbound CX calls to the same…9 votes -
Add Audit Trail Reporting for Agent Session Queue Selections in RingCX
We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.
Business Use Case / Impact:
Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for…5 votes -
Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)
Description:
• Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.
However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.
Feature Request:
• We propose introducing a more appropriate default system state for these specific conditions (e.g.,…137 votes
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