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

764 results found

  1. Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting

    For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?

    There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. Dashboard outbound manula

    We’d like to submit a feature request for the ability to create a RingCX Live Dashboard that displays manual outbound calls performed by individual users or teams.

    Currently, the available real-time dashboards focus on campaign-based outbound activity, which doesn't capture manual outbound interactions. The customer is looking for real-time visibility into manual outbound calls—similar to what’s available in the Interaction Detail Report, but presented in a live dashboard format.

    This feature would help improve monitoring and team performance tracking for manual call workflows. Please consider this request for future enhancement.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

    5 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  4. SMS Alert Tone In RingCX

    We would like to have an audible notification or push notification when receiving messages from SMS queue in RingCX. This would be helpful for us to manage our company SMS within RingCX.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  5. Date Time node in Workflow Studio should default to the same timezone as the account

    When adding a new Date Time node in the Workflow Studio, the timezone defaults to Eastern Standard Time. This is unexpected.

    Expected behavior would be for the Date Time node to use the same Timezone that is set in Account settings.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Internal chat for supervisors and agents

    Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    37 votes
    0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Simultaneous Ring option for Call Queues/Skill

    It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

    • Provide the possibility of a shorter wait time for callers
    • Avoid caller abandons
    • Help in user data analyzation on who picks up the most/least calls

    4 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Fix Browser Refresh Logging Agents Out Of CX

    When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.

    32 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. Enhanced Requeue Controls: Add Clear Option to Return to Caller Without Completing Transfer

    Request: Improve the agent user experience in RingCX by providing a clearer, more intuitive option to cancel a requeue and return to the original caller before the transfer completes. While the current system allows this via the "Hangup" button and selecting "Cancel transfer," this functionality is not obvious to agents and leads to confusion and call handling issues. A dedicated "Cancel Requeue" or "Return to Caller" button during the transfer process would reduce errors, improve efficiency, and ensure agents can confidently manage live interactions without unintentionally abandoning the member.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  10. Enable Requeue Cancelation or Recovery When Transfer Fails

    Allow agents who requeue a call to reclaim it if the transfer fails or the call remains active.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Update Agent State in Real-Time Dashboard of Analytics

    As a manager, I utilize the real-time dashboard in analytics to monitor my agents. I would like to be able to change the agent's state from this screen in analytics, rather than the supervisor tab within the contact center. Currently I have to log into the queue as a supervisor in order to change the state of an agent. When logging into the queue it skews the stats of how many agents are in the queue as I do not take calls.

    3 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Delay in the event after "Single Play Audio"

    At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)

    Steps to reproduce
    setup duration of first queue event to 38
    call into the queue and listen if there will be a delay after playing 2 files
    setup duration of first queue event to 39
    call into the queue and listen if there will be a delay after playing 2 files

    Actual behavior
    There is delay after the end of playing 2 files

    …

    18 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. RingCX Outbound SMS -- Cannot see messages until they are replied to

    When sending an outbound SMS via RingCX, there is no record the message was sent, history, conversion, etc. until the other party replies. This makes it very hard to keep track of who you have messaged.

    3 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Allow Uploading Audio Files from Workflow Studio

    When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.

    I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. Transfer Call to Voicemail

    The customer would like to have the ability to transfer a Call to Voicemail (RingCX) by pressing the # just once. She mentioned that she still needs to press the # key twice to transfer the call to voicemail.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. RingCX Post Call Survey Recording

    We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Automatically set Queue Event Duration based on duration of single play audio file

    When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.

    3 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. Webinar feature requests

    I am trying to request a feature
    the ability to see who my agents are talking to in real time
    both their number and hubspot contact

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Auto-populate the Disposition name to the Subject in Email templates for call disposition

    Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.

    This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.

    2 votes
    New  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Custom callback prompts

    We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.

    9 votes
    Future Consideration  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?
1 2 3 4 6 8 … 38 39
  • Don't see your idea?