Skip to content
← RingCentral Ideas

Contact Center & RingCX

Contact Center & RingCX

Categories

JUMP TO ANOTHER FORUM

(thinking…)

How can we improve RingCentral?

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

62 results found

  1. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    14 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  2. RingCX voice recording

    Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.

    14 votes
    Needs More Information  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. receive 2 calls

    Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
    Needs More Information  ·  AdminYulia Sobol (Group Product Manager, CX, RingCentral) responded

    Thank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?


    For instance:

    • Are you looking for agents to handle multiple calls simultaneously?
    • If so, could you elaborate on why this is needed and how it aligns with your workflow?
    • Are there particular use cases or challenges you’re trying to address with this feature?

    Your input will help us gain clarity and ensure that we can address your requirements effectively.

  4. RingCX Custom call routing on IVR for a specific date

    This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    11 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Pulse for RingCX & RingSense for RingCX "Word Alert"

    Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available

    9 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Unable to fast forward or rewind while listening to call recordings

    Ability to fast forward or rewind while listening to call recordings in RingCX

    8 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Rule/Time to set up when RingCX Alerts Notification Email will be sent.

    A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

    7 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  8. 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…

    7 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. RCX - Ability to have agents share my stats to sup at end of shift without exporting full page

    Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. AI-based automated translation tool in RingCX digital channels

    Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Engage Voice Call Recording

    Have the ability to see the actual recording size and not only way to see is the length of the call for reporting purposes and monitoring.

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Multiple phone numbers field for RingCX lead list

    Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."

    6 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. RingCX agents able to see the total duration of their agent states for the day

    We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

    5 votes
    Needs More Information  ·  1 comment  ·  Contact Center  ·  Admin →
    How important is this to you?

  14. Transferring RingCX call via User Ext. Deskphone

    The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

    5 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  15. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes
    Needs More Information  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  16. I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

    Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

    5 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  17. Capturing and Archiving RingCX Voice Mail in RingSense for RingCX

    Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…

    4 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Select Agent Queues from Single Pane of Glass or SPOG

    If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.

    Need to be able to select which queues you are logging into when singing in via SPOG in EX.

    3 votes
    Needs More Information  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. RCX - Feature Request - Chat waiting in queue / Agents visibility on waiting chats

    Similar to "What's next" in RCCC, agents have difficulty tracking chats in the queue. While we have My Stats to monitor this, when agents navigate to My Stats to check, it deletes all that was previously typed.

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Need option to schedule reports in RingCX Digital Analytics

    Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    3 votes
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
← Previous 1 3 4
  • Don't see your idea?