1509 results found
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Display Agent Call Hold Status and Duration in Supervisor Dashboard
We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.
Current Behavior:
The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.Requested Enhancement:
Add the following to the Supervisor Dashboard:1.Hold…
7 votes -
Backup
Backup / export and restore / import options for
- voice queues
- digital queues with agent mappings,
- roles,
- user with queue mapping including rank or skills
- time settings.
the existing export functions, e.g. flows covers only a small part of settings.7 votes -
The ability modify queue events in RingCx priority in a single queue event.
One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.
We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send…
6 votes -
Display a message informing the callback
Display a message to the agent informing that a call is part from a callback campaign.
2 votes -
Ability to manage TikTok direct messages
TikTok shop is one of the largest selling centres of recent years. The ability to manage TikTok shop direct messages through an omnichannel platform is crucial. BPO's and large businesses with multiple shops would hugely benefit from the integration given the difficulty of managing through seller centre and having to login to each shop separately to manage and view SLA's/outstanding.
1 vote -
Post call timers
In a voice queue, aside from having a post-call state option, it will be helpful if the agent can move into the "Working" state once a call is completed, and a timer will be set to put the agent in "Available" after two minutes, or depending on how many minutes we set up.
2 votes -
Persistent login across browser tabs for Dynamics
Feature Request: Persistent Login for RingCX Dynamics Agent
Description:
The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.Current Behaviour:
Users must log in again after navigating to a different tab or application.
This causes delays and frustration.
Proposed Enhancement:Maintain login sessions while users switch tabs or applications.
Keep authentication valid for the duration of the Dynamics session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls…
2 votes -
Folder mode SMS dispositioning
In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.
3 votes -
Improved Handling of iOS/Android Call Screening in Predictive Dialer with Enhanced Voicemail Detection Profiles
Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.
Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing,…
4 votes -
Feature Request: Embedded Integration for RingCX + Zoho
I’d like to submit a feature request regarding the current RingCX integration with Zoho.
At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.
Requested Enhancement:
Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.
Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.
This enhancement would greatly improve usability and stability for customers leveraging Zoho…
3 votes -
RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls
Hello RingCentral Developer Team,
Good day.
I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.
Background:
The customer operates in a mixed environment where agents are assigned to both:Predictive Dialer campaigns
Inbound queues
At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these…
11 votes -
IVA Custom Role Toggle
Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.
Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.
3 votes -
Shorten RingCX Historical Report Refresh Time Rate
Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.
22 votes -
Separate Notification Audio from Headset Audio
Feature Request Documentation
Customer statement:
We had some agents who wanted to have the incoming call/email notifications to play over their speakers but have all other audio play into their headset.Requested functionality:
Ability to separate notification audio (ring tones, alerts for calls or emails) from regular media/audio (calls, music, system sounds).
Notification audio should be configurable to play through device speakers, while regular call/audio continues through headset.
Use case / rationale:
Agents can be notified of incoming calls or messages without removing their headset or interrupting ongoing work.
Helps improve awareness of incoming communications while maintaining audio privacy and…
1 vote -
API
Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
For larger call centers, this…1 vote -
Add “All Messages” View for RingCX for HubSpot Embedded Agent
Add “All Messages” View for RingCX Embedded Agent in HubSpot
Description:
Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.Requested Feature:
Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.Value/Benefit:
Provides agents with full conversation history for better context.
Improves customer experience by avoiding repeated questions.
Increases…
8 votes -
Intelligent Grouping of Lead-Related Emails in RingCX
Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.
Requested Enhancement:
Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.
Example approaches could include:
Identifying leads based on shared data fields (e.g.,…
2 votes -
Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue
Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.
Expected behavior:
If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queueWe used the Max Queued Calls and tried setting it to 1 but if agents…
2 votes -
Automatically set agent state back to Avaialble after RNA by timeout
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
- What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
- How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
1 vote -
Enable hyperlink to External URL column for RingCX Outbound dialer
When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.
7 votes
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