1294 results found
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Audit log to show when things are requeued by an agent
Within digital interactions it is not clear when agents have requeued interactions when looking at thread audit logs. This needs to be clear for agent management.
Alongside this it is best practice to show which queue the interaction is in as large accounts such as ours have close to 100 queues to manage. Currently, all we can see is that the interaction has moved to 'triage queue' with no insight into which queue that is.
9 votes -
Recording from RingCX should be assigned to the agent who answered the call
For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.
12 votes -
Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.
Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.
Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".
The "My Messages" section offers the following options:
-Transfer (to a queue)
-End Message
Extra Actions:
-Recategorize
-Reassign (directly to an agent)
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expertThe "All Messages" section offers the following options:
-Solve (End Message)
-Defer
Extra Actions:
-Recategorize
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expert…
62 votesIn design
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Dashboard for agents and supervisors in RingCX
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, without the need to change the agent type to Supervisor.
72 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
15 votes -
Function to Disable Extensions
We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.
31 votes -
Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign
currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID
10 votes -
call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
218 votes -
disable RingCX dialpad when using RC Softphone
Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in…
8 votes -
Preserve Caller ID When Transferring from RingCX to RingEX
Product Area(s):
RingCX (Contact Center)
RingEX (Phone System / MVP)
Call Handling & Caller ID Display
Current Behavior:
When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.
Requested Enhancement:
Introduce a configurable caller ID…23 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Geolocation
For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX
4 votes -
change button shape and placement
Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.
It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.
Please see case 28193631 for further information along with a video.
24 votes -
hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
45 votes -
RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
43 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 -
RingCX Feature Request: Native Integration for RingEX Call Queue Transfers
When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would…
17 votes -
Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX
RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.
As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.
Requested Features:
- Forecast call and digital channel volume using historical RingCX data
- Interval-based forecasting (e.g. 15 or 30 minutes)
- Staffing recommendations based on SLA targets (for hour/day/week/month)
-…7 votes -
RingCX Digital Queue Agent Priority setting
Currently, RingCX supports agent priority ranking for voice skills, allowing administrators to route interactions to the most qualified agent first, with automatic fallback to other available agents. This same capability does not exist for digital skills.
We are requesting the ability to assign priority rankings to agents within digital skills, enabling digital interactions to route to the highest-ranked available agent before cascading to others. This would support proficiency-based routing, improve efficiency, and provide consistency across voice and digital channel configuration.
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.
8 votes
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