1258 results found

1. Shorten RingCX Historical Report Refresh Time Rate

   Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

   21 votes

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   Under Review  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. Include Digital State of Agents

   At the moment, agents show as "Available" even though they are handling digital contacts. We would like to request a feature to show the digital state of agents in the supervisor page and analytics.

   2 votes

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3. Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

   Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

   If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time

   10 votes

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   Needs More Information  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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4. RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls

   Hello RingCentral Developer Team,

   Good day.

   I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

   Background:
   The customer operates in a mixed environment where agents are assigned to both:

   Predictive Dialer campaigns

   Inbound queues

   At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these two call types differs.

   Requested Enhancement:
   The customer is requesting the ability to:

   Enable Auto Answer only for Predictive Dialer calls

   Disable Auto Answer for Inbound queue calls

   Essentially, they’re asking for separate Auto Answer settings per call type. This would allow:

   Predictive Dialer calls to be auto-answered as required

   Inbound calls to be manually answered by agents

   Business Impact:
   This separation is critical for their operational workflow, agent readiness, and call handling efficiency. Without this feature, agents participating in dialer campaigns cannot effectively manage inbound calls, limiting flexibility and productivity.

   Request for Consideration:
   We would like to formally request that this be considered for future development as a feature enhancement.

   While we understand that there’s currently no set timeline for implementation, your input and prioritization of this request would provide valuable improvements to customer experience and platform flexibility moving forward.

   Thank you very much for your time and consideration.

   Hello RingCentral Developer Team,

   Good day.

   I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

   Background:
   The customer operates in a mixed environment where agents are assigned to both:

   Predictive Dialer campaigns

   Inbound queues

   At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these… more

   10 votes

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5. Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries

   I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

   • Phonebook (Agent Tools and Voice queues and skills)
   • Special ANI (Voice queues and skills)
   • Blocked ANI (Channels)

   1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

   2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had the same functionality to import and export numbers for Phonebook (Agent Tools and Voice queues and skills) and also Blocked ANI (Channels). This would make it easier to add/update multiple phone numbers and significantly reduce the LOE.

   Thanks!

   I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

   • Phonebook (Agent Tools and Voice queues and skills)
   • Special ANI (Voice queues and skills)
   • Blocked ANI (Channels)

   1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

   2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had… more

   29 votes

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6. RingCX historical real-time report discrepancy alignment

   Go Auto Insurance (UID: 63121724012) requires improved alignment between RingCX Real-Time Dashboard analytics and Historical Reports for 'Presented,' 'Answered,' and 'Abandoned' call metrics. While a 1:1 match isn't feasible due to underlying system differences, we request enhancements to better approximate real-time data or provide clearer reconciliation methods for key discrepancies like 'Calls Answered,' to ensure consistent and reliable call center performance reporting.

   7 votes

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7. Option for Required Notes/Scripts/Dispositions on Outbound Calls

   We would like to see an option to only "require" Dispositions/Notes/Scripts for Inbound calls only. Current situation is that a script runs with required categories to populate, this is appropriate for inbound calls, but not outbound calls. If there could be an option to decide what direction the call is for a requirement that would solve this, or an ability to create a custom rule to circumvent the requirement.

   2 votes

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8. Option to disable Call Recording for internal interactions

   • It would be great if we can have the option to disable Call Recordings for internal interaction/calls
   •This would help with the account's recording threshold
   • Currently, Call Recordings settings is limited to :
   -Recording on Transfer
   -Agent segment recording

   5 votes

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9. Have AI Summaries and Transcriptions show in plain text on RingCX Analytics instead of a URL

   Currently the AI Summaries and transcriptions are showing on the reports in the form of URLs. Some customers would want to have this in plain text for it to be easier to extract from the reports as well as easily visible in activity logs when using RingCX embedded agent applications.

   4 votes

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10. Display Agent Call Hold Status and Duration in Supervisor Dashboard

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold Status Indicator – A visual indicator that clearly shows when an agent has placed a call on hold.

    2.Hold Duration Timer – A real-time counter showing how long the agent has been in the hold state.

    Benefits:

    Enables supervisors to monitor agent behavior more closely and identify unusual or prolonged hold times.

    Improves real-time visibility and decision-making during active contact handling.

    Reduces the need to toggle between multiple dashboards, improving efficiency and response time.

    Use Case Example:
    A supervisor monitoring a high-priority queue needs to ensure agents are not placing calls on hold unnecessarily. Having hold visibility directly in the Supervisor Dashboard will allow them to take proactive actions like coaching or intervening when necessary.

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold… more

    6 votes

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11. RingCX Domo Integration (For Analytics)

    Would like a direct integration built between RingCX and Domo Analytics, instead of having to SFTP

    3 votes

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12. Email Digital Topology Routing Control

    Overview:
    Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.

    Current Limitations:
    -The system’s decision-making process for agent assignment is unclear.
    -There is no administrative control over how long the system attempts to route to the original agent before reassigning.
    This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.

    Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
    -Set a time threshold (15 minutes, 1 hour, etc.) for how long the system should attempt to route to the original agent per channel, as these times can vary per team.
    -Define fallback behavior once the threshold is reached, like routing to the next available agent or escalating to a priority queue.
    -Access routing logs or diagnostics to understand how routing decisions are made and identify bottlenecks.
    Benefits:
    -Improved efficiency: Reduces wait time for customers when the original agent is unavailable.
    -Greater consistency: Ensures timely responses while maintaining continuity where possible.
    -Operational control: Empowers teams to tailor routing logic to their workflows and service level agreements.

    Overview:
    Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.

    Current Limitations:
    -The system’s decision-making process for agent assignment is unclear.
    -There is no administrative control over how long the system attempts to route to the original agent before reassigning.
    This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.

    Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
    -Set… more

    3 votes

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13. Auto-Reply Email Handling in RingCX

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how auto-replies are handled or displayed.

    Proposed Enhancement: Enable delivery of auto-reply emails as new messages within the first icon of the Digital Channels interface, specifically under the “My Messages” section. This enhancement would:
    -Ensure that availability updates are visible and actionable.
    -Allow teams to track and respond to partner and internal status changes more reliably.
    -Preserve continuity in communication workflows without manual monitoring outside the platform.

    Benefits:
    -Improved visibility: Ensures teams are informed of availability changes in real time.
    -Operational continuity: Supports proactive communication and scheduling adjustments.
    -Platform consistency: Keeps all relevant messages within RingCX, reducing reliance on external email monitoring.

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how… more

    3 votes

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14. RCX | Same day caller reports

    Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.

    3 votes

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15. RCX | DNC list bulk removal

    Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.

    3 votes

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16. Enable hyperlink to External URL column for RingCX Outbound dialer

    When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.

    7 votes

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17. The ability modify queue events in RingCx priority in a single queue event.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send it over to the workflow but I cannot do the same when the queue is closed or no agents are available.

    My work around is to send the queue to another separate queue just be able to separate the behaviors.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send… more

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    5 votes

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18. Scheduled Report Download

    RingCX Scheduled Report.

    Current Behavior: When customers receive their RingCX scheduled report, they will click on a link which then requires them to log in to ringCX. But then when logged in all it does it take to default view. Meaning this see interactions button functionally does nothing.
    Then while they are in the system, they click their saved report and then hit the download button. Which then sends another email.

    Suggested Improvement: When customers receive their scheduled reports, it should contain the download report instead to make this process more straight forward.
    This will improve customer experience by eliminating too much navigation to obtain their reports.

    RingCX Scheduled Report.

    Current Behavior: When customers receive their RingCX scheduled report, they will click on a link which then requires them to log in to ringCX. But then when logged in all it does it take to default view. Meaning this see interactions button functionally does nothing.
    Then while they are in the system, they click their saved report and then hit the download button. Which then sends another email.

    Suggested Improvement: When customers receive their scheduled reports, it should contain the download report instead to make this process more straight forward.
    This will improve customer experience by eliminating… more

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    5 votes

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19. Restrict changes to Queue SLA settings

    Create a Supervisor Security setting to restrict changes to Queue SLA settings by Supervisors

    5 votes

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20. RingCX Voicemail Access in Call Logs

    Option to retrieve the voicemail (deleted or not) through call logs - to have call logs as well

    5 votes

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