1320 results found
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Transfer Digital Interactions with automatic recategorization
Whenever an agent transfers the digital interaction to another queue, the category does not automatically change with the associated queue. Therefore, if a customer replies to the thread, the interaction is routed back to the last assigned queue instead of the transferred queue.
Use Case:
1. The customer selects the incorrect queue (Customer Service).
2. Customer Service transfers the interaction to the Sales queue.
3. The Sales agent ends the conversation.
4. The customer replies to the same thread.
5. The interaction is routed back to Customer Service.Desired Behavior: The interaction should be routed back to the Sales queue…
7 votes -
SFDC to RingCX integration
Title: RCX to SFDC: Task isn't created when users are on call > it's created post-call automatically if the agents follow process and a proper Contact record is selected in the softphone panel.
Description: Problem is how it feeds back via the API, and if the contact record doesn't map to an account, the task never generates > If the agent selects the right one, then it will match
Must follow thru with phone panel via manual clicks and field selections > potentially leading to limitations with the API config and a hygiene issue simultaneously2 voteshttps://support.ringcentral.com/article-v2/using-auto-link-in-ringcx-for-salesforce.html?brand=RingCentral&product=RingCX&language=en_US
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Agent acceptance rate in Inbound Queue Overview report
For the Inbound Queue Overview report (in the standard historical reports), I would suggest that the agent acceptance rate in the entire column shall display or show the actual percentage of staff's performance in decimal point or digit number, instead of rounding up the tenth digit to whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the agent acceptance rate should be 7416/7438 = 99.7 % (not 100% by rounding it up ). Hope Ring Central team can consider this idea and modify the data accordingly to meet our business's need. Thank…
2 votes -
Allow Users with Full Access to View and Edit Roles Created by Other Full Access Users
Currently, users with full access cannot view or edit roles created by other full access users. This limits collaboration and administrative flexibility. A change is requested to allow full access users to manage all roles, regardless of who created them.
2 votes -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
5 votes -
SMS for missed calls
Ability to send SMS for missed call in RingCX
4 votes -
Feature Enhancement Request – Support for Dynamic Number Insertion (DNI)
Summary:
Requesting the addition of Dynamic Number Insertion (DNI) support within RingCentral to improve call tracking and marketing attribution capabilities.Details:
Current Status:
No native support or KB documentation found for DNI on the RingCentral support site.
A workaround exists by leveraging third-party solutions (e.g., CallRail) that integrate with RingCentral.
Enhancement Value:
DNI enables businesses to assign unique phone numbers to website visitors based on their traffic source (ads, search, referrals, etc.).
Improves marketing analytics and ROI tracking by linking inbound calls to specific campaigns.
Reduces dependency on third-party tools and ensures more seamless workflows if supported natively.
Request:
Enhance…2 votes -
Removing an agent from agent group
Ability to remove an agent from one agent group to without deleting and recreating the agent profile.
2 votes -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
5 votes -
Being able to disconnect or remove the other party on a call using SPOG
They would like to be able to hang up or remove the other party on a call using their SPOG. Currently, when they end a call, it disconnects both parties, and they want the option to hang up only the second call instead.
1 vote -
next steps filter
For RingSense, I would like to see if we could simple add a filter for Next Steps so someone can filter all of their meetings to find out our next steps for each meeting. My next suggestion should be to add a daily report email that sends those tasks to your email so you don't have to open up RingSense every day to get those tasks.
1 vote -
Remove Deleted Numbers in RingCX
At the moment, phone numbers that were deleted in UC are still showing in RingCX. We would like to request an enhancement to stop deleted numbers from appearing in RingCX.
1 vote -
Auto Populate Data From Pre Chat Form to Fields in Zoho CRM
Ability to populate Pre-Chat Form Data to Zoho CRM
Data to populate:
1. Name
2. Email Address
3. Phone Number1 vote -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
8 votes -
Add Queue Time In Interaction Time if the Call Became Abandoned
Please add the queue time in the interaction time for calls that resulted to abandoned.
2 votes -
Feature Request – RingCX Queue Templates for General Settings and Queue Events
Hi Team,
I'd like to request the following enhancements for RingCX to improve administrative efficiency and scalability when managing multiple queues:
General Settings Template for RingCX Queues
A centralized template that allows admins to apply or update all general settings across multiple queues at once. This will help reduce manual configuration and ensure consistency across environments.Queue Events Template for RingCX Queues
A similar template feature under Queue Events, enabling bulk updates or standardization of event settings (e.g., pre-queue, in-queue, post-queue behaviors) across selected queues.These enhancements would significantly streamline queue management, reduce errors, and improve administrative workflows, especially in…
5 votes -
Select Agent Queues from Single Pane of Glass or SPOG
If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.
Need to be able to select which queues you are logging into when singing in via SPOG in EX.
3 votes -
dialer unit work list campaigns
Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.
7 votes -
Optimize RingCX Integration for Citrix Environments
Feature Request Title:
Optimize RingCX Integration for Citrix Environments
Summary:
Request to enhance RingCX performance and agent state synchronization when used within Citrix-hosted environments. Agents currently experience being stuck in Engaged status after calls, causing missed inbound calls.
Details:
When RingCX is used within a Citrix virtual desktop, agents frequently become stuck in an Engaged state after disconnecting from a call. Their status does not automatically revert to Available, leading to missed calls and reduced productivity.
This behavior appears to result from how Citrix handles browser virtualization, WebSocket stability, and real-time media redirection, which affects RingCX’s ability to maintain live…
1 vote -
Working State Timeout
They user WORKING base state for Outbound Dialing, After-Call Work, and other states, and they want to have a notification if an agent exceeds the time they've been in a WORKING state.
So far, only Lunch and Breaks have the timeout.
2 votes
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