Settings and activity

113 results found

1. Enhancing Queue Event Management

   6 votes

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   New  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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   Malcolm shared this idea  ·  Dec 18, 2025

2. RingCX Transition Requeue Permissions from Agent to Queue Level

   13 votes

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   New  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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   Malcolm shared this idea  ·  Dec 18, 2025

3. RingCX Voice Queue Priority and Agent Rank

   5 votes

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   New  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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   Malcolm supported this idea  ·  Dec 18, 2025

4. An email address book in CX

   4 votes

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   New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Malcolm supported this idea  ·  Dec 18, 2025

5. Last Agent Routing with Outbound Dialer

   33 votes

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   New  ·  0 comments  ·  RingCX » Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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   Malcolm supported this idea  ·  Nov 21, 2025

6. Integrate/Include Email as a Supported Digital Channel in RingSense for CX

   8 votes

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   New  ·  1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Delete…  ·  Admin →
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   Malcolm shared this idea  ·  Oct 12, 2025

7. Synchronization of External Shared Contacts between RingEX and RingCX Directories

   14 votes

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   Under Review  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Malcolm supported this idea  ·  Sep 9, 2025

8. Digital interactions handled from "All messages" inbox no longer remain in triage queue.

   2 votes

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   Under Review  ·  2 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Malcolm supported this idea  ·  Aug 25, 2025

9. When logging out of RCX or refreshing: digital tasks are immediately sent back to the queue.

   7 votes

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   Needs More Information  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Malcolm supported this idea  ·  Aug 22, 2025

10. Social Media Comment Threads - Lock Ability

    31 votes

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    Future Consideration  ·  2 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Malcolm supported this idea  ·  Aug 15, 2025

11. Optimise "Route to Last Agent" (LCA) for Reduced Wait Times

    7 votes

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    New  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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    Malcolm shared this idea  ·  Jul 30, 2025

12. Provide a method of determining available UC extension numbers

    12 votes

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    Under Review  ·  0 comments  ·  Phone & Messaging » Admin Portal  ·  Delete…  ·  Admin →
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    Malcolm supported this idea  ·  Jul 24, 2025

13. Dashboard for agents and supervisors in RingCX

    67 votes

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    Under Review  ·  10 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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    Malcolm supported this idea  ·  Jul 21, 2025

14. Custom Buttons in RingEX Client

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    10 votes

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    New  ·  2 comments  ·  Phone & Messaging » App Tasks/Events/Calendar  ·  Delete…  ·  Admin →
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    An error occurred while saving the comment
    Malcolm commented  ·  Jul 20, 2025  ·  Edit…  ·  Delete…

    This is a great idea! I used to deliver Network Management Systems that had this capability and allowed users to embed a link to a website or a locally installed application under the default buttons. I would love to see that feature implemented in REX and possibly links in RCX agent and admin interface.

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    Malcolm supported this idea  ·  Jul 20, 2025

15. View RingCX Dashboards in Softphone-Client

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    10 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Delete…  ·  Admin →
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    Malcolm supported this idea  ·  Jul 20, 2025

16. status no agent logged on by a hotline

    8 votes

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    New  ·  0 comments  ·  RingCentral Contact Center » Contact Center  ·  Delete…  ·  Admin →
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    Malcolm supported this idea  ·  Jul 20, 2025

17. "Wrap up" status visibility

    11 votes

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    Under Review  ·  1 comment  ·  Analytics & Reporting » Other  ·  Delete…  ·  Admin →
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    Malcolm supported this idea  ·  Jul 14, 2025

18. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

    106 votes

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    Under Review  ·  8 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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    An error occurred while saving the comment
    Malcolm commented  ·  Jul 8, 2025  ·  Edit…  ·  Delete…

    Quite often, this tends to be a result of the browser not keeping the session active when running as a background task. This can be rectified by adding the site URLs to remain active in the browser settings.

    https://support.google.com/chrome/answer/12929150?hl=en#zippy=%2Ckeep-specific-sites-active

    https://support.microsoft.com/en-us/topic/learn-about-performance-features-in-microsoft-edge-7b36f363-2119-448a-8de6-375cfd88ab25#:~:text=What%20about%20sites%20I%20never,URL%2C%20and%20then%20select%20Add.

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    Malcolm supported this idea  ·  Apr 28, 2025

19. Internal chat for supervisors and agents

    39 votes

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    0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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    Implemented  ·  AdminSergey (Group Product Manager, RingCentral) responded

    Agents can chat with their team mates and colleagues 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/

    Malcolm supported this idea  ·  Jun 25, 2025

20. Summarize internal messaging/conversation in Ringcentral app like a chat transcript

    2 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Accessibility  ·  Delete…  ·  Admin →
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    Malcolm supported this idea  ·  Jun 25, 2025