1443 results found

1. Improve user experience by making the Corporate Directory a type field without a partial list

   At the moment, when the agent tries to transfer to a REX extension, they see a type field along with a list of 10 users, ordered alphabetically. The natural response of the user is to try to scroll down the list but it is a static list of 10 REX users and does not scroll. This behaviour can be seem as an error and is inconsistent with the Corporate Directory elsewhere.

   Feature request: Remove the partial list of users displayed, Add a help text descriptor to the text field asking then to start typing the name of the user they wish to transfer to.

   At the moment, when the agent tries to transfer to a REX extension, they see a type field along with a list of 10 users, ordered alphabetically. The natural response of the user is to try to scroll down the list but it is a static list of 10 REX users and does not scroll. This behaviour can be seem as an error and is inconsistent with the Corporate Directory elsewhere.

   Feature request: Remove the partial list of users displayed, Add a help text descriptor to the text field asking then to start typing the name of the user they… more

   2 votes

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2. Show how many agents available in the transfer skill while looking them up in the transfer phone book

   Is there any possible way to make it show how many agents available in the transfer skill while looking them up in the transfer phone book

   3 votes

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3. RCX - ability to unhold manually the call when requeue/transfer is cancelled

   if a customer is having agent A on a call.

   Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.

   the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .

   11 votes

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4. RCX - ability to disconnect the 3rd party when using transfer or requeue

   if a customer is having agent A on a call.

   Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

   the main request here is to let the initial party disconnect the 3rd party (agent A can disconnect agent B if it's a consultative requeue or transfer)

   if a customer is having agent A on a call.

   Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me

   the main request here is to let the initial party disconnect the 3rd party… more

   10 votes

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5. Include Digital Teams in RingCX

   Include Teams in RingCX Digital side as it is only available for Voice only.

   We need to include this because there is a restrict function in DIGITAL > INBOXES to Restrict other teams in seeing the INBOX.

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   6 votes

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6. RingCX - Email Parking

   We would like to have the ability to park emails. This feature do not exist at the moment.

   2 votes

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7. RingCX - Matching disposition in Voice and Digital Queues

   We want to be able to create a disposition that can be used in both Voice and Digital Queues.

   2 votes

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8. Setting to enable dashboards/embed in agents view

   Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.

   6 votes

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9. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

   Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

   Feature Request: We request that the RingCX Analytics system be enhanced to:

   Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
   Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
   Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
   Use Case:

   User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
   Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
   Benefits:

   Improves consistency in transcript availability across all supported channels in RingCX Analytics.
   Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
   Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
   Technical Considerations:

   Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
   Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
   Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
   Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

   Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

   Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

   Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

   Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other… more

   6 votes

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10. RingCX Active Window

    This design enables agents to respond to calls swiftly and efficiently, significantly improving their call management capabilities while minimizing distractions from other applications or notifications. By streamlining this process, agents can focus on providing exceptional service without the risk of overlooking important communications.

    1 vote

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11. Requeue alert/prompt message

    If there is an option for an alert or prompt message with every requeue session the agent performs, it should include a stop or cancel option instead of allowing the agent to click requeue repeatedly.

    1 vote

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12. I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search functi

    I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search function only supports exact matches, which can limit efficiency and usability when locating contacts, conversations, or other relevant data.
    To enhance the user experience and improve productivity, it would be extremely helpful if the search feature could support:
    • Partial name searches (e.g., searching for “Johns” would return “Johnston” or “Johnson”)
    • Partial number searches (e.g., searching for an area code if whole number is not known, currently number searches must be complete AND have the 1 in front)
    • Wildcard searches using characters such as * or ? for broader or more flexible results
    These capabilities are especially important for users who may not recall full names or exact terms, and they are common in many enterprise platforms to support better data accessibility.
    We would greatly appreciate it if your development team could consider adding these enhancements to a future update.
    Thank you for your time and for continuing to improve the RingCX experience.

    I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search function only supports exact matches, which can limit efficiency and usability when locating contacts, conversations, or other relevant data.
    To enhance the user experience and improve productivity, it would be extremely helpful if the search feature could support:
    • Partial name searches (e.g., searching for “Johns” would return “Johnston” or “Johnson”)
    • Partial number searches (e.g., searching for an area code if whole number is not known, currently number searches must be complete AND have the 1 in front)… more

    1 vote

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13. RCX Priority Q Event, Transfer Call to REX BTN+EXT

    Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.

    This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.

    It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets to the REX Msg Only extension

    Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.

    This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.

    It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets… more

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    2 votes

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14. Viewing Agent Email Responses in RingCX

    At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.

    Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:

    A searchable log of outbound email replies

    The ability to view the full email thread

    Integration with the contact history panel

    At this time, there’s no built-in functionality in RingCX to track or view the outbound email responses that agents send through the platform. This limits visibility and auditing capability for customer interactions via email. Customers looking for a way to monitor and review email correspondence between their agents and customers—similar to how call or chat transcripts are accessible. This would support QA, training, and ensure communication standards are met.

    Please consider this feature for a future enhancement to RingCX’s reporting or interaction history tools. Ideally, this could include:

    A searchable log of outbound email replies

    The ability to view the… more

    1 vote

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15. RingCX: Option to turn off sound notification in RingCX Digital

    Requesting for an option to mute the sound notification in RingCX Digital for both webversion and app

    1 vote

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16. Simultaneous Ring for Cloud profile - RingCX

    Suggestion is to offer simultaneous ring capability in RingCX, similar to what is available in the MVP call queue. In RingCX, the current routing options are Round Robin, Sequential, Percent Allocation and Geo Location.

    26 votes

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    Under Review  ·  5 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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17. Call journey report for RCX

    Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    44 votes

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    Planned  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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18. RingCX Global Secondary Nodes

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

    Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

    Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
    The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
    The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

    From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

    Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
    Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

    Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

    Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying… more

    19 votes

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19. Add RC Agent Extension field to RCX Webhooks

    Include an Agent's RingEX Agent Extension number as a selectable token in RingCX Webhooks. Currently we can only use RCX Agent ID, which does not coincide with their REX user.

    4 votes

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20. Agent sign in time on real time dashboard

    Key Components:

    Time Display:

    Clearly show the sign-in time for each agent in the local business timezone.
    Use a consistent format (e.g., HH AM/PM) for easy readability.

    Visual Indicators:

    Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
    Provide tooltips or hover-over info for additional context.

    4 votes

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