1590 results found
-
Ability to resync the Email Channel option.
The customer is requesting for the ability to resync the Email Channel option.
1 vote -
Allow Callback Requests to Include Country Code
Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.
Business Need:
Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.Benefits:
Ensures international clients can successfully request callbacks.
Improves accuracy and efficiency of callback routing.
Reduces manual handling or missed return…
3 votes -
RingCX Domo Integration (For Analytics)
Would like a direct integration built between RingCX and Domo Analytics, instead of having to SFTP
3 votes -
Email Digital Topology Routing Control
Overview:
Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.Current Limitations:
-The system’s decision-making process for agent assignment is unclear.
-There is no administrative control over how long the system attempts to route to the original agent before reassigning.
This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
-Set…3 votes -
Maintaining Cohesive Threads with Individual Customers
Current Setup:
- A 12-month thread inclusion is set up, however, new threads are still generated upon recontact
- Conversations are being stored in separate threads, creating a fragmented customer historyRequest:
- True conversation threading based on customer email address or ticket ID
- Ensure replies from customers within a set period are appended to the original thread regardless of closed status
- Reopened conversations (e.g. customer replies after closure) should rejoin the original thread, not create a new one6 votesIf the following options are checked:
- Threading heuristics
- Common ancestors threading
Then replies to the same thread should be aggregated to the same thread and conversation will be reopened
Please provide examples (thread id) if this is not the case
-
Workflow Studio - RouteTo Voice Queue sorting
In Workflow Studio, in Route Properties, when choosing the voice queue in the RouteTo dropdown selection, the list is not in alphabetical order, nor is there a search option.
Everywhere else within RingCX, there is an option to sort and/or lists are in alphabetical order. We have many voice queues. The lack of these options make if very difficult to find the voice queue that is needed.
3 votes -
Ability to delete chat interactions from the Real-time Dashboard page
There are old interactions—some dating back 1–2 years—that the customer would like to delete. They are specifically requesting the ability to remove these interactions from the RingCX Analytics Real‑Time Dashboard page.
1 vote -
Native RingCX alert notifications to Microsoft Teams (chat & channels)
It would be extremely valuable for RingCX alert notifications to be pushed directly into Microsoft Teams chats and channels via a native integration.
Currently, the workaround requires:
Alert → Email → Power Automate → Microsoft TeamsThis introduces unnecessary complexity, additional maintenance, and potential points of failure.
A native Teams integration would:
Reduce technical overhead
Improve reliability and speed of alert delivery
Eliminate dependency on third-party automation tools
Increase adoption of real-time operational alerts
Ideally, this would allow alerts to be sent to:
Individual user chats
Group chats
Specific Teams channels
This would significantly strengthen real-time operational visibility for supervisors…
1 vote -
Scheduled Report Download
RingCX Scheduled Report.
Current Behavior: When customers receive their RingCX scheduled report, they will click on a link which then requires them to log in to ringCX. But then when logged in all it does it take to default view. Meaning this see interactions button functionally does nothing.
Then while they are in the system, they click their saved report and then hit the download button. Which then sends another email.Suggested Improvement: When customers receive their scheduled reports, it should contain the download report instead to make this process more straight forward.
This will improve customer experience by eliminating…5 votes -
Custom field mapping for Microsoft Dynamics
Looking to get custom object / field mapping for logging interactions when utilizing the RingCX Microsoft Dynamics embedded softphone. Today, this would require a custom integration with APIs.
Use Case:
Would like to log Disposition to "Contact Made", Disposition Category to "Contact Result"1 vote -
Ability to Deactivate Agents and Retain Historical Reporting in RingCX
Customers need the ability to deactivate or disable agent accounts in RingCX instead of deleting them when an agent leaves. This feature should allow reassigning the license to a new agent without losing the historical reporting tied to the original agent’s profile. Currently, deleting an agent removes access to their historical data, and modifying profiles causes historical reports to reflect the new agent information, which is not ideal. Implementing this feature would help preserve valuable reporting data while efficiently managing license reassignments.
9 votes -
Anonymize Agent Last Names in Digital Transactions
Chat and email interactions should not include the agent's last name for their safety. This is true in the actual interactions occurring real-time, and in any subsequent transcripts. Please provide an option that allows agent profiles to include their full name, however that also allows an option to remove their last name from customer facing interactions, reports and transcripts
1 vote -
Mobile app as endpoint of RingCX
When their users work in office they select the "deskphone" option when signing into RingCX which should ring their deskphone and ringEX extension. When they work remotely they are still selecting deskphone but their ringex mobile app is not ringing.
Deskphone and Desktop Apps are receiving calls but not mobile app as endpoint of RingCX.
43 votes -
Restrict changes to Queue SLA settings
Create a Supervisor Security setting to restrict changes to Queue SLA settings by Supervisors
5 votes -
dashboards data refresh time
customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.
69 votes -
Support for Concurrent Multi-User Sessions (Agent & Wallboard) within a Single Browser Instance
Description/Business Use Case:
Currently, RingCX users (specifically Agents working from home) who attempt to view a Live Wallboard while simultaneously logged into the Agent Interface experience session token conflicts. This occurs because modern browsers share a single "cookie jar" per domain.
When a refresh token for a Wallboard login is processed, it can overwrite the Agent’s digital messaging token, causing the "Messages" function to intermittently disappear.
Requested Change:
Enhance the RingCX authentication architecture to allow for isolated session tokens. This would enable a single browser profile to maintain both an Agent session and a Wallboard/Admin session concurrently without credential crosstalk…
1 vote -
Add filter for "Last Week" to Date Range
Add "Last Week" Option to Date Range for RingCX Analytics.
2 votes -
Enable RingCX agents to access their call recording when the recording access mode is set to "ACCOUNT"
when a RingCX account has its recording access mode is set to "ACCOUNT" , only admins are able to access the call recordings.
When the recording access mode is set to "ANONYMOUS" , anyone with the recording link can access it.
The customer is requesting a recording access mode that allows agents to access their own call recordings.
1 vote -
Visible Agent status on transferring
When transferring a call to another agent, have it to show their status, via words or colour. Whilst the circle may indicate their availability, the colour options are limited.
Agent #1 - Available (Green circle)
Agent #2 - Away/Lunch (Grey circle)
Agent #3 - Idle (Yellow circle)6 votes -
Allow Agents to Handle Multiple Calls Simultaneously
We would like to request for a feature that allow agents to handle multiple calls simultaneously.
2 votes
- Don't see your idea?