1659 results found

1. Preserve and Display Lead Information When Transferring from Outbound Campaign to Internal Queue

   Summary
   Enable the ability to pass lead-level information from an outbound campaign when a call is transferred to an internal queue, ensuring that internal agents can view key lead details (e.g., name, date of birth, and other lead fields) during the interaction.

   Problem Statement
   When agents transfer calls from an outbound campaign to an internal queue, the lead information associated with the original outbound campaign is not consistently presented to the receiving agents. As a result, internal queue staff may not have visibility into important customer details tied to the lead record, such as name, date of birth, or other campaign-specific fields.

   This creates inefficiencies during the call, as agents may need to manually ask the caller to repeat information that is already stored in the lead record.

   Proposed Solution
   Allow lead metadata from outbound campaigns to persist during call transfers and be displayed in the agent interface when the call is routed to an internal queue. The system should pass relevant lead fields along with the call context so that receiving agents can immediately view the associated lead details.

   Business Impact

   Improves agent efficiency by reducing the need to re-collect customer information.
   Enhances customer experience by minimizing repetition during transfers.
   Preserves valuable campaign context when calls move between teams.
   Supports smoother collaboration between outbound campaign agents and internal queue staff.

   Summary
   Enable the ability to pass lead-level information from an outbound campaign when a call is transferred to an internal queue, ensuring that internal agents can view key lead details (e.g., name, date of birth, and other lead fields) during the interaction.

   Problem Statement
   When agents transfer calls from an outbound campaign to an internal queue, the lead information associated with the original outbound campaign is not consistently presented to the receiving agents. As a result, internal queue staff may not have visibility into important customer details tied to the lead record, such as name, date of birth, or other… more

   9 votes

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   New  ·  2 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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2. Next Dial Time Report in RingCX

   Summary
   Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.

   Problem Statement
   Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.

   Operational teams must manually analyze lead-level data or estimate dialing volume, which is inefficient and often inaccurate. A campaign-level forecast of expected dialing activity would significantly improve visibility and planning.

   Proposed Solution
   Create a report or analytics view that aggregates upcoming dial attempts across all leads within each campaign and forecasts the expected dialing activity for a selected timeframe (e.g., current day). The report should provide visibility into the expected number of dial attempts and the number of unique leads scheduled to be contacted.

   Business Impact

   Enables better workforce planning by forecasting dialing demand.
   Improves campaign management by providing visibility into expected dialing volume.
   Reduces manual analysis of lead-level data.
   Helps operations teams align agent staffing with projected campaign activity.

   Summary
   Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.

   Problem Statement
   Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.

   Operational… more

   9 votes

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   New  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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3. RCX | API for Workflow Custom Fields Retrieval

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes create operational friction.

   Proposed Solution / Feature Request:
   Provide a public REST API capability to query and extract custom workflow reporting fields. Specifically:

   API Endpoint Expansion: Add an endpoint (or expand the existing Integration/Interaction Metadata API) that accepts a UII (Unique Interaction Identifier) or date range and returns all captured Custom Field Name / Custom Field Value pairs associated with that call.

   Standard Response Payload: Ensure the response JSON schema includes standard call metadata along with all values saved via "Save Input for Reporting" and ivr.putReportField().

   Use Case & Business Value:
   Automated Survey Data Sync: Allows businesses running CSAT/NPS surveys in RingCX Workflow Studio to automatically ingest customer scores into CRMs (like Salesforce or Zendesk) or data warehouses without requiring manual CSV exports or inline HTTP nodes during the call.

   Streamlined Reporting: Enables developers to build custom reporting dashboards outside of RingCX using official, supported public APIs.

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes… more

   4 votes

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4. Advanced Outbound Cadence Settings in RingCX

   Requesting an enhancement to RingCX that allows administrators to automate the movement or assignment of specific outbound lists between different work groups based on predefined schedules

   Current Limitation:

   Currently, users need to manually move specific lists between Live Voice and Voice Broadcast work groups according to their operating hours. This requires daily manual intervention to switch the lists between the two work groups.

   Requested Enhancement:

   Introduce advanced outbound cadence settings that allow administrators to configure automated list assignment or movement between designated work groups based on predefined schedules, including specific days and times.

   For example:

   During normal business hours, automatically assign designated lists to the Live Voice work group.

   Outside normal business hours, automatically assign the same lists to the Voice Broadcast work group.

   Allow administrators to configure recurring schedules based on business operating hours and days of the week.

   Business Impact and Benefits:

   Reduces repetitive manual tasks for administrators.

   Minimizes the risk of human error when moving lists between work groups.

   Ensures outbound campaigns follow the intended operating schedule.

   Improves operational efficiency and supports consistent campaign execution.

   Requesting an enhancement to RingCX that allows administrators to automate the movement or assignment of specific outbound lists between different work groups based on predefined schedules

   Current Limitation:

   Currently, users need to manually move specific lists between Live Voice and Voice Broadcast work groups according to their operating hours. This requires daily manual intervention to switch the lists between the two work groups.

   Requested Enhancement:

   Introduce advanced outbound cadence settings that allow administrators to configure automated list assignment or movement between designated work groups based on predefined schedules, including specific days and times.

   For example:

   During normal business hours, automatically… more

   2 votes

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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5. Agent DND state

   True, do not disturb state where agents can place themselves in, and even transferred calls are not possible to be delivered to them.

   7 votes

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6. Feature Request: Granular Call Monitoring Permissions for Agent Role

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution Features:

   Add a "Call Monitoring" permission toggle to the Agent role settings.

   Allow Admins to assign monitoring access to specific queues or agent groups.

   Prevent monitored Agents from viewing or accessing unrelated queues or data.

   Benefits:

   Maintains strict data segmentation and confidentiality.

   Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

   Supports compliance and auditing policies more effectively.

   Improves operational flexibility without compromising security or visibility boundaries.

   This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution… more

   27 votes

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7. Omit country and area codes when dialing in RingCX

   When dialing via the RingCX application, please omit the country code and area code.
   The customer is asking whether RingCX can automatically omit country and area codes when dialing.

   4 votes

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8. RingCX SPOG Debugging Tool for Log Collection

   It would be nice to have a built in debugging tool to collect the necessary logs to open support cases for intermittent issues with SPOG. It's difficult to collect HAR and Console logs for issues that happen sporadically. A tool that runs in the background to collect this kind of data for hard to reproduce issues would be very helpful.

   8 votes

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9. Queue-Level AI Announcement Language Configuration

   Feature Request / Enhancement

   Title: Queue-Level AI Announcement Language Configuration

   Current Behavior

   The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

   For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

   Requested Enhancement

   Introduce the ability to configure the AI announcement language at the queue level.

   Administrators should be able to:

   Select a preferred AI announcement language for each individual queue.
   Use different AI languages across queues within the same account.
   Retain the current account-level setting as the default when no queue-level language is configured.
   Override the account-level language on specific queues when required.
   Example Use Case

   An organization has separate queues for English-, Spanish-, and French-speaking customers.

   Instead of applying one AI announcement language across the entire account, administrators could configure:

   English Queue → English AI announcement
   Spanish Queue → Spanish AI announcement
   French Queue → French AI announcement

   This would eliminate the need to create separate sub-accounts solely to accommodate different AI announcement languages.

   Business Benefit

   Queue-level language configuration would provide greater flexibility for organizations operating multilingual contact centers and would simplify administration while providing a more consistent customer experience.

   Requested Outcome

   Allow administrators to select and manage the preferred AI announcement language on a per-queue basis, with the account-level language remaining as the default/fallback configuration.

   Feature Request / Enhancement

   Title: Queue-Level AI Announcement Language Configuration

   Current Behavior

   The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

   For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

   Requested Enhancement

   Introduce the ability to configure the AI announcement language at the queue level.

   Administrators should be able to:

   Select a preferred AI announcement language for each individual queue.
   Use different AI languages across queues within the same account.
   Retain the current account-level… more

   3 votes

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10. Issue: A way to track outbound emails in Digital Analytics and a way to track the most aging email in Digital Analytics

    At this time, RingCX Digital Analytics does not provide a native report, metric, or dashboard specifically designed to track the oldest aging outbound email or identify the longest pending email interaction. While outbound email interactions may be included within digital interaction reporting, there is no built-in analytics capability that directly surfaces the most aged outstanding email.

    Business Impact:
    Customers who manage high volumes of email interactions may require visibility into aging emails to monitor response times, prioritize follow-ups, and ensure adherence to service level objectives.

    Requested Enhancement:
    Add Digital Analytics reporting capabilities that would allow users to:

    Track outbound email interactions.
    View the oldest pending or unanswered email.
    Report on email age and response-time metrics.
    Create dashboards and alerts for aging email interactions.
    Filter and sort email interactions based on age, status, queue, and assigned agent.

    Benefit:
    This enhancement would improve operational visibility, help supervisors proactively manage email backlogs, and support service-level compliance for digital channels.

    At this time, RingCX Digital Analytics does not provide a native report, metric, or dashboard specifically designed to track the oldest aging outbound email or identify the longest pending email interaction. While outbound email interactions may be included within digital interaction reporting, there is no built-in analytics capability that directly surfaces the most aged outstanding email.

    Business Impact:
    Customers who manage high volumes of email interactions may require visibility into aging emails to monitor response times, prioritize follow-ups, and ensure adherence to service level objectives.

    Requested Enhancement:
    Add Digital Analytics reporting capabilities that would allow users to:

    Track outbound email… more

    2 votes

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11. Configure supervisor dashboard to show specific timeframe only

    A setting should be added to let supervisors customize the timeframe for their stats view, rather than being limited to the whole day — especially since some business hours span across two days.

    •  

    2 votes

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12. Standalone Agent Notes Field Within Agent Script (Live Call Mode)

    Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

    Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

    *Adds unnecessary clutter during active calls
    *Slows down note-taking while agents are engaged with customers
    *Increases cognitive load when only note-taking is required

    Key Capabilities

    1. Isolated Notes Input Field: Agent Notes can be displayed independently within the script
    2. Script-Level Configuration: Admins can control which disposition elements are shown per workflow/use case
    3. Real-Time Usability: Optimized for quick note entry during live conversations

    Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

    Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

    *Adds unnecessary clutter during active calls
    *Slows down note-taking while agents are engaged with customers
    *Increases cognitive load when only note-taking is required

    Key Capabilities

    1. Isolated Notes Input Field: Agent Notes can be displayed… more
    4 votes

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13. Agent script Cache

    Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.

    Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
    1. Repetition for customers who need to restate their concern
    2. Increased handling time
    3. Potential inconsistencies in customer experience

    4 votes

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14. Option to exclude logo/hyperlinked image URLs from Email Interaction message previews

    When an incoming email interaction contains a hyperlinked logo, header image, or image hosted on a CDN (e.g., AWS S3 links or domain URLs) at the top of the body, RingCX displays that URL in the message preview pane instead of the actual text body.

    Proposed Solution:
    Provide an admin setting or built-in preview parser logic for Digital Email Interactions that ignores leading standard image/logo links or HTML image tags when generating the text preview snippet. The preview pane should extract and display the first line(s) of actual text from the email body instead.

    Business Value / Impact:
    1. Agent Efficiency: Enables agents to quickly prioritize or triage active email interactions directly from the left navigation queue based on actual request text.
    
    2. User Experience: Eliminates clutter caused by long CDN or media links in the queue snippet list.

    When an incoming email interaction contains a hyperlinked logo, header image, or image hosted on a CDN (e.g., AWS S3 links or domain URLs) at the top of the body, RingCX displays that URL in the message preview pane instead of the actual text body.

    Proposed Solution:
    Provide an admin setting or built-in preview parser logic for Digital Email Interactions that ignores leading standard image/logo links or HTML image tags when generating the text preview snippet. The preview pane should extract and display the first line(s) of actual text from the email body instead.

    Business Value / Impact:
    1. Agent… more

    2 votes

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15. Transferring calls to RingEX Extensions via corporate directory

    To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

    Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

    63 votes

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    Needs More Information  ·  5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. Social Media Comment Threads - Lock Ability

    The problem:

    • We manage hundreds of social media channels.
    • When we run competitions, posts often get thousands of comments.
    • Most comments don’t need a reply — but sometimes a customer service–related question appears in the middle of the thread.
    • If we completely ignore a comment thread, we could miss those occasional important queries.

    The feature request:

    Allow us to “lock” a thread when we don’t need to respond further, so that if a new comment is added later, it appears as a new, separate thread — making it easier to spot and respond to.

    Why it matters:

    Without this, we are open to missing important queries due to "ignoring" full comment sections, which is a huge risk to our business meaning we're currently not planning to connect our social platforms.

    The problem:

    • We manage hundreds of social media channels.
    • When we run competitions, posts often get thousands of comments.
    • Most comments don’t need a reply — but sometimes a customer service–related question appears in the middle of the thread.
    • If we completely ignore a comment thread, we could miss those occasional important queries.

    The feature request:

    Allow us to “lock” a thread when we don’t need to respond further, so that if a new comment is added later, it appears as a new, separate thread — making it easier to spot and respond to.

    Why it matters:

    Without this, we… more

    34 votes

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17. In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out

    It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.

    6 votes

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18. Add ability to open or preview PDF files instead of downloading

    Currently, when a customer sends a PDF file via digital channels, agents are forced to download the file locally to their machine every time they need to view it. This creates unnecessary friction in the agent workflow, clutters local storage, and can introduce potential security compliance risks depending on the data handling policies of the organization.

    I would like to suggest adding a built-in PDF previewer directly inside the RingCX workspace.

    If that is not possible, I'd like to have the option for a "Save as" dialog box to open so we can select to open the file instead of downloading it.

    Currently, when a customer sends a PDF file via digital channels, agents are forced to download the file locally to their machine every time they need to view it. This creates unnecessary friction in the agent workflow, clutters local storage, and can introduce potential security compliance risks depending on the data handling policies of the organization.

    I would like to suggest adding a built-in PDF previewer directly inside the RingCX workspace.

    If that is not possible, I'd like to have the option for a "Save as" dialog box to open so we can select to open the file instead of… more

    2 votes

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19. RingCX SPOG : Dropdown for Phonebook and save recent/starred records during transfer

    On the legacy interface, having dedicated transfer types (Phonebook, Destination, Internal) allowed agents to quickly target specific routes via dropdowns. On SPOG, needing to type and search for every single contact or number adds extra clicks and friction during active call handling.

    Having features like Starred / Favorite contacts or Recently Transferred records automatically display upon clicking Transfer in SPOG would significantly streamline the transfer process for queue agents.

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20. Make RingOUT available to RingCX agents

    Make RingOUT available to RingCX agents.
    RingCX agents need the ability to use RingOUT to direct the audio to a cell phone or landline when using weak Internet service.

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