1443 results found
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Call Parking in RingCX
Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability…
17 votes -
queue events
Currently in RingCX, if all agents logged into a queue are busy or unavailable, or if a caller has been on hold for an extended period of time, the system routes callers directly to voicemail (or continues holding until timeout). There is no built-in option to reroute callers to a backup RingEX ring group before voicemail is triggered.
Current Behavior
Callers enter a RingCX voice queue.
If all agents are busy, callers wait in queue until:
An agent becomes available, or
A voicemail/timeout rule takes effect.
There is no ability to configure a conditional overflow to a RingEX ring group.
…
3 votes -
priorities
In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.
Current Behavior
Digital interactions received after hours queue up.
When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.
Phone calls wait in queue until digital interactions have been cleared, unless…
3 votes -
I would like my CX agents to be able to see how much time they have logged in each state through the daay
I would like my CX agents to be able to see how much time they have logged in each state through the day. Letting them see how much time they are in available, aftercall, break, lunch, project would be a way for them to self manage their time.
5 votes -
Able to search leads globally and not just in the campaigns under the dial group im working
At the moment, agents can search leads without issue.
However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.
It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.
8 votes -
Block RingCentral App (EX) Calls While Agent Is on RingCX Call
Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.
7 votes -
Dark mode feature
We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.
44 votesDark mode is now supported with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
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📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).Details / Business Need:
Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.
The form should automatically generate and send an email containing escalation details to predefined recipients.
This is critical for time-sensitive issues and improves communication between agents and management.
Problem Statement:…
3 votes -
Have Answered Interactions per Agent have a per-hour report
Have an option for Answered Interactions per Agent or any other report, have a per-hour (per-day) option. This gives a clear view of how calls are trending and how productive agents are in handling calls.
3 votes -
SPOG on RingCentral Mobile application
Able to use the Agent Session or the SPOG on the RingCentral mobile application
1 vote -
Enable 2FA / Native MFA toggle for RingCX
Would like to enable the native MFA (Multi‑Factor Authentication) toggle for RingCX. Please advise if there is an option within the RingCX platform to activate this feature.
1 vote -
Native End-to-End Email Encryption (S/MIME / PGP) for RingCX
This feature request is being formally submitted on behalf of our client who is currently utilizing the RingCX Email Channel for customer communications.
The client has raised concerns regarding the ability to encrypt emails containing sensitive information. While RingCX supports SSL/TLS encryption for IMAP/SMTP connections (encryption in transit), there is currently no built-in support for end-to-end email encryption methods such as S/MIME or PGP.
At present:
SSL/TLS can be enabled by default for IMAP/SMTP connections.
Additional security configurations depend on the customer’s email server.
End-to-end encryption (S/MIME, PGP) is not supported within RingCX.
Message-level encryption is considered outside the scope…
1 vote -
ability to view where the audio file is being used in ringcx
Customer would like a feature where they could easily know where the audio file is being used if they have multiple workflow and voice queue
2 votes -
Live Chat with Switch Video Enable - Analytics Recordings
Live Chat with Switch Video Enable - Analytics Recordings
As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
For the reporting purposes, the video recordings are still needed.8 votes -
Enhance Agent States
Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.67 votes -
Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
16 votes -
Removing "change the status of an agent" without their consent
Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
Delete the "Update agent status" line.
On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".11 votes -
Allow agents to block number in RingCX
Have the ability for the agents to block the numbers manually from the RingCX agent platform instead of them having to send this to the RingCX admin.
7 votes -
Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…12 votes -
Callback Configuration
The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:
1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
2) Enable a toggle to prompt the caller to enter…4 votes
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