1443 results found
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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 -
Feature that links DID and CX data in one report
Current Challenge: Currently, DID number analytics are available in the EX report, while CX analytics are shown in a separate CX report. This separation makes it difficult to identify participants in a DID call when reviewing the CX report.
To resolve this, is it possible to consolidate both datasets into a single report? Ideally, we should be able to pull both DID and CX analytics from one unified source or report, enabling a more comprehensive view of call activity and participant details.
3 votes -
Ability to move agents between voice queues in Real Time
As admins, we would like the ability to move RCX agents between voice queues in real time. This would be helpful in cases where an agent didn't log into the correct voice queue upon login configuration or if a particular voice queue starts to experience an unexpected spike in call volume.
3 votes -
Robust Wallboard Functionality
Add more comprehensive capabilities in the RingCX Dashboards and allow them to be shared externally.
RingCX Wallboard is required to have the below features added:
Images (i.e. Brand Logo)
Scrolling / Static Text Boxes (Manual Announcements / Information updated)
Individual Agent Statistics (Not Table View) – (Offered, Answered, Outbound, Status, Time etc)
Calculated Statistic Values (Example: Presented – Deflected)
Coloured/Alerting Boxes based on Statistics (Number or Text)
8 votes -
SLA % calculations - create inbound presented or remove outbound from calculations
Currently IB queue SLA% is calculated using the "Presented" metric -- "Presented" is calculated using both IB calls presented to an agent AND OB session/Agent Leg connection calls. -- This inherently skews SLA% as the OB session/Agent Leg connection calls are not true/real calls "presented" to the agent. The SLA% should calculate only IB calls; e.g. if a customer has a 30 second SLA set and 100 calls come into a queue (90 are answered prior to 30 seconds) their SLA% (adherence) would be 90%.
4 votes -
RCX - Plantronics hub Compatibility with RCX
Ability to allow the use of the Plantronics hub through RCX.
Customers who are using the RingCentral Office phone via the RCX and the RC app is integrated with the Teams app should be able to use the Plantronics hub without an issue.
3 votes -
SPOG automatically log agent in RingCX on opening RC App
After logging into RC App in need to the go to the RingCX tab and start my RingCX session manually, then select an available status.
It would be helpful if logging into RC App would start the RingCX session automatically and place me in an available status right away.1 vote -
Adjustment - Cancel call transfer Label
Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):
when making a transfer:
put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:
in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
"Cancel Transfer : EXtension xxxx" .19 votes -
Able to customize the header of the columns | Custom Columns on the RingCX Analytics page
Wanted to be able to customize the names of the columns on the RingCX Analytics page. To be able to edit the names of the columns or allow the customers to be able to change the label of the columns on their RingCX analytics page
2 votes -
Agent to Agent Transfers in SMS and Engaged Digital Messaging
Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).
24 votes -
SPOG: Automatically set caller id
The Issue:
Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.Suggested Feature:
Make the system automatically pick the right caller ID based on the kind of call:If it’s a call from a RingCX queue, show the queue or company main number.
If it’s an internal call (extension…
5 votes -
Automatically set Queue Event Duration based on duration of single play audio file
When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.
5 votes -
Ability to increase hold music repeat time.
Ability to increase hold music repeat time.
2 votes -
RingCX Agent list_The customer want to pull up lists of active agents using the RingCX platform.
The customer is looking for an option to pull up lists of active agents using the RingCX platform.
2 votes -
Analytics - Call recordings for Non-RingCX users
Please include call recordings in analytics - performance report for Non-RingCX users
5 votes -
Being able to change an agents status through the Real Time Dashboard
We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent
21 votes
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