Contact Center

Can someone tell me when the Nice CXone Agent Interface training tutorial for outbound manual calls will be updated to include the new functionality and UI changes?  I believe these changes were in the last release, but the training tutorial has not caught up yet to match.  Please advise.  Thank you!

We are currently working with RingCentral support on what appears to be an issue with agent proficiency not being properly honored within skill routing, and I wanted to post here to see if any other customers are experiencing similar behavior.Our environment relies heavily on proficiency-based routing to control the order in which agents receive calls within a skill. The expectation is that agents with higher proficiency should consistently be prioritized when available.However, we have observed multiple instances where:• Agents with lower proficiency values receive calls before agents with higher proficiency values• Agents who have been available significantly longer are bypassed• Call distribution appears inconsistent with the configured proficiency orderThis behavior has been observed across multiple skills and appears intermittent, which has made troubleshooting difficult.Operationally this has a real impact for us because:• Some agents receive significantly fewer calls• Sales reps

Hello, has this happened to anyone else? My agent will end up in a “Refused” at times and the phone will not even ring. We are using Max Agent, InContact…  

I've seen an odd behavior on the call routing 1 user getting double the calls of another, is it possible that the idle time is affected if a user dials a non-existing extension? anyone knows all the things that resets the idle time?

When creating a customer scorecard, if I want to ask if an agent asked a question and have more than one acceptable phrase, can I put all phrases into one question or should I make multiple questions.Ex: Did agent ask caller if they have ever hired, retained, or worked with an attorney, law firm, or lawyer previously?

Hello there. I’m a new Ring Central Contact Center user and would like to know if there is a robust tutorial on reporting and dashboard building for my center. It’s a bit of a struggle now without direct access to a RingCentral admin. 

Hi all,Our on-site agents (wired Ethernet, no VPN) sometimes get stuck in "Transition" status in RingCX web after calls end—hang-up unresponsive, need browser refresh to fix. Intermittent, no pattern, different agents. Anyone seeing this? Workarounds or fixes? Thanks!

Hi community,We recently rolled out WFM for our contact center. We come from a manual schedule process, so this is an upgrade from that, however I am still new at understanding the reporting. I’ve tried to read through the help site, open tickets, but I am still not fully understanding all the information WFM provides. If there are any Contact Center Managers that can offer some assistance that would be great. Thank you in advance. 

Hi I have a couple of agents who primarily make outbound calls, each time they complete one they are put back into an Available state, regardless of the state they were in prior to making the call. Is it possible to create an agent state that will remain active while they make outbound calls?

Have stumbled across one of our users with a unique problem. User has access to view an inbox where voicemails are left in Ring CX.This inbox displays the VM as a separate link the user will then click on to actually hear the VM. When the user clicks this link a new browser tab is opened and they are prompted to log in again to Ring CX. This turns into a loop where every time the user goes to access the VM they are just asked to log in again. Looking for suggestions on how we can solve this, expected behaviour is that it opens the new tab and just starts playing the VM, it does this for me and our others users. 

Why is my Ring Central phone continually syncing daily during my peak business hours? This is very incontinent and frustrating. I can’t make calls out 

I completed all Ring CX Training however it doesn’t show as completed like the others.  Any reason why not?  Please advise

For 4 months the servicedesk has been telling me i will be send a change order but yet to date i have not received anythingI have reached out 10+ times to the support deskI have emailed 6 times requesting an update but still no answer can you help me

We have two phones in our office. I would like them to both ring at the same time so that either phone can answer the call

Hi, we switched from a landline and ported our business number to Ringcentral as that's what was suggested by Frontier so that we could use our number to create a What’s app business account. We have since switch/ported but the number still will not work to set up a What’s app business account.

Will it be possible to add a feature for admins to change ringtones in CXone? I have over 50 users that have complained the tones are AWFUL in CXone and would like to change them. Since we have moved over to this app, this has been the BIGGEST COMPLAINT of the system. 

Apparently there is no way for agents to see each other’s availability in RingCX, but they can in RingEX.  This seems extraordinarily silly.  Does anyone know of a workaround for this??

Does Ring Central have a distribution of calls per day report that I can use for the Erland Calculator?

How do I move an agent to a different group? 

How do you adjust incoming call volume in the RingCentral app?  In & outgoing are fine from both the desk phone & Teams but can’t hear incoming calls from the desktop app.

Will RingCX allow bulk archiving of prior lead lists?

I have spent countless hours on the phone with support just to add an option to workflow studio for our IVR options.  If the caller presses ‘2’, I want the call transferred to an external number.  Is that really so hard to do that even RC support is unable to do this?  Is there someone on this thread I can pay to help me support this monstrosity of a phone system? We are a fam med clinic and no one in our area supports Ring Central so by default, that lands on me.  I am willing to pay for help!  Thanks.  

When I add different information to the historical dashboard, such as the agent average handle time, I would like to edit it so it doesn’t the columns I don’t need (i.e. Agent Group, Agent ID, Agent Group ID).  I see there is a configuration button when I edit it, but it doesn’t give me the same ability to add or remove columns or pieces of data like the historical report do.  Is there a way to do this in the historical dashboard?

 Is there any known issues worldwide transferring calls using RCX today on 8/1/2025? 

Can I filter agents by queue in the RingCX Agent Supervisor tab?