Contact Center & RingCX

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!

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.

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??

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?

I’m looking into possibly adding Ringsense to our current RingCX setup.  With Ringsense, can both agents and supervisors access it, or just supervisors?  I’m assuming if agents can access it, they will only be able to view their own calls, get AI summarizations, and see how their calls are scored, correct? 

Trying to setup a RingCX alert that sends an email anytime there’s an abandoned call in one of the queues specified.  It’s working to send an email, but it doesn’t send the phone number ANI of the abandoned call.  How do you set up an alert to also pass the Caller’s ANI in the email as well in the alert?I’ve tried javascript in advanced mode, but it still seems to just send a basic email regardless of any scripting in advanced mode.   Thanks in advance to anyone able to help!

Below is a snapshot of some call data for one particular agent shown in the Agent States Transition historical report on RingCX. My query is why is the Available state showing twice in a row, when the agent is not manually selecting it? For context, we allow 20 seconds after the call to fill in the disposition, followed by 10 seconds wrap up. I wondered if the first Available was actually while they were pending disposition and the second available after that is submitted, but then I would expect the second Available to be a minimum of 10 seconds to reflect the wrap time. ENGAGED - 4m 59sAVAILABLE - 7.0sAVAILABLE - 5.0sTRANSITION - 0sENGAGED - 8m 48sAVAILABLE - 9.0sAVAILABLE - 4.0sTRANSITION - 1.0sENGAGED - 4m 31s

Some of our RingCX agents’ calls are droppping when they are working remotely and  lose connection to their VDI session over a VPN.Has anyone else come across this?  I’m wondering if anyone has come up with a workaround to keep the call active until they are able to restore their internet connection to our VPN and VDI session.  I opened a case, and was told that this feature is not available in RingCX since they cannot call the agent directly. They can only set up the call forwarding to an external number via Queue Events.Agents are using RingCX softphone in Salesforce, which runs on their VDI session. We do have the VDI plugin installed on the VDIs, and the corresponding piece installed on their laptops.  But if they have issues with their home internet, they obviously lose connection, and the call drops with our without optimization turned on.  

Hi everyone,We’re considering RingCX for our website chat solution but haven’t been able to find clear technical documentation or examples in the sales collateral provided so far.Here’s what we’re hoping to achieve—can anyone confirm if RingCX supports the following features?Customizable chat widgetWe’d like to apply our own branding, colors, and logo to the chat interface so it matches our website’s design.Native routing to RingCentral appIncoming web chats should go directly to our sales team via the RingCentral app (mobile or desktop), without requiring an additional tool or dashboard.Spam/bot protectionIdeally the chat should include CAPTCHA, or at minimum require name and email before starting a conversation.Offline visibility controlWe’d prefer that the chat widget is hidden or disabled outside of business hours (not just showing an away message

the issue is they don't notice that they're in a working state, RingCX for these guys is not front and centre all the time as they have other work and call volumes are quite low. So they end up stealthily in the working state maybe 1 or 2 times a day and then are not receiving calls until they notice and put them selves available again..can we just set it to go back to available after an offline state?  the offline periods are usually only a few seconds a couple of times a day.Thanks in advance! 

Does anyone know of any historical reports (or how to build any custom reports) that will show skillset level reporting on emails in contact centre?I’ve built reports for voice, and there are pre-built reports that have filters for email/digital etc but despite receiving emails in and handling them, this data isn’t showing in the historical reports. Looking to get similar metrics to voice - emails in, handled etc 

I have a scheduled report in Contact Center that’s been emailed monthly to a manager for years, the prebuilt Agent Summary report, and this week I need to know, for certain, what some of this means. What is ACD time? What are the units of time? Seconds? Obligatory rhetorical question...why isn’t this data provided in human-readable units?  Can anyone explain what these last two columns are about? Can an agent really be available for 100.45025271559500 percent? I mean, seriously… 

I have a Toll Free number for my Contact Center. I'm sure you already know, that with RingCentral you need to purchase Toll Free minute bundles for the Contact Center. Since our call volume is seasonal the bundle will be different for each month so I need to predict the volume ahead of time, or at least before the billing cycle ends.Can someone help me put together a report that can help me calculate the Toll Free minute usage? I figure it's something where I can filter on Toll Free DNIS number and then sum up the minutes.I've tried building a report with Contact Duration, but I think the Callback skews everything.I'm assuming that I should be summing up InBound Phone Calls that never used the Callback. For the InBound Phone Calls that used a CallBack, I should probably only sum up the PreQueue Time, and InQueue Time? I'm assuming that when the system calls the customer back, it's not using my TF minutes therefore I shouldn't count th

We are a small shop with only 8 agents.  All agents are set with a with a rank of 1.  Take the following scenario. We open at 8:00AM.  By 9:00AM all agents have handled 10 calls.  One agent goes on break at 9:00AM for 30 minutes.  When she returns at 9:30, all other agents have taken 15 calls.  As soon as the agent that was on marks themself as available, they get the next 5 calls that comes into the queue (to get her to 15 calls).  After that 5th call she takes, the calls start to rotate the agents again.

We use the RingCX progressive dialer. I've uploaded a list of contacts for our agents to call. How can I export or download a list of contacts completed or not completed by our agents?

Hi there, This is Eason from Yealink.My email address is eason@yealink.comRecently, we received requests from out customers that hope Yealink headsets can integrate with RingCX.After we searched the info Internet.We found RingCentral already posted a article that announced Yealink headsets can work with RingCX.However, they cannot work together after we test them. Yealink R&D found RingCX already added Yealink headset integration code in RingCX.It seems that RingCX is connected to Yealink code, but when requesting HID permissions from the web page, RingCX fails to recognize Yealink's HID device.Is there anyone who can help our mutual customers? 

Our users keep getting kicked out of Ring CX. Is there an outage?

What is the difference between call interaction and call segment?

This started last Thursday.  When you call our main number and press the que 1 for appointments, a message plays that the hold time is greater than 60 minutes.  I logged a case, escalated that case, and still have no answer, other than “this is a known issue”.  Well it wasn’t happening before Thursday and I didn’t see anyone posting about it.  Does anyone have any clue how I can fix this.  We are losing so many calls because the customer thinks the hold time is over an hour and it rings through after about 30 seconds but they are abandoning the call.  Any help would be greatly appreciated.  This is my first big issue since going live a few months ago and I am less than impressed.