1665 results found
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Digital interaction routing to next available agent
Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.
2 votes -
Real-Time Dashboard Refresh
Allow the users to see the real-time data of the dashboard in any circumstances (e.g, forgot to logout properly) they should still see updated real-time dashboard.
4 votes -
Make all CX account settings visible
There are voice account settings that are not visible to admins with full access but are available for RingCentral support team to change. We understand that those settings are intended to be hidden for good reasons. Making those settings viewable but not editable can be helpful for admins who are troubleshooting for their own team.
2 votes -
AI Notes & Transcript data retention policy
We would like to have a separate data retention policy for AI Notes & Transcripts
3 votes -
More color themes for both dark and light modes
I would really appreciate having more theme options, as this is the primary platform I use throughout the day, and it is nice being able to change things up. Especially, since I am prone to migraines and so are some members of my team, and there are limited options for both light and dark modes.
1 vote -
Meaningful error message for Bulk CSV update in Channel Manager
BUSINESS CONTEXT
Professional Services and admins must resort to time-consuming trial-and-error. They might give up and perform changes manually.There is a not-obvious workaround of opening DevTools to see the actual error message.
SOLUTION SUMMARY
Implement downloadable, line-level error reports for RingCX bulk channel CSV imports, mirroring the existing user experience in RingEX (e.g., Bulk User Creation and External Shared Contacts Directory)DETAILED REQUIREMENTS
1. Downloadable Error Report:
- Provide a "Download Error Log (CSV)" button when an import contains invalid rows.
- The generated file must preserve the original uploaded CSV structure/columns and append an additional final column labeled…1 vote -
Feature Request — Extend Agent Call History to 7 Days
Customer Request:
Allow agents to access and review their call history for at least the previous 7 days.Current Behavior:
There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.Customer Requirement:
The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.Business Use Case:
Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with…1 vote -
Feature Request — Queue-Level Timezone Configuration
Customer Request:
Allow administrators to configure the timezone independently at the individual queue level instead of inheriting the account/billing timezone.Current Behavior:
The queue timezone is currently tied to the account/billing timezone. There is no available option to configure a different timezone for an individual queue.Customer Requirement:
The customer has queues operating across different time zones and needs to configure each queue based on its operational/business timezone.Priority/Justification:
This enhancement would provide greater flexibility for customers operating contact centers or business units across multiple time zones and would allow queue schedules to accurately reflect their respective local operating hours.1 vote -
Call notifications comes through laptop as well as headset
When a call comes through the ability to allow the ring tone to come through the laptop audio as well as the headset audio should be allowed to allow agents to hear a call coming through even if they do not have their headset on at the time a call is coming in so they can be alerted.
4 votes -
Pre-chat dropdown menu
The current setup for the pre-chat survey is insufficient for those with accessibility needs e.g. voiceover.
Currently, when you create a category dropdown menu the default selected is a blank box. When you hover over this, it says "please select an item in the list.". This wording should be within the box itself to help those with accessibility needs.
1 vote -
Feature Request: Add Reporting for Abandoned Chats in RingCX
Feature Request: Add Reporting for Abandoned Chats in RingCX
Summary:
Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.Details / Description:
Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.Use Case:
Supervisors and analysts need the ability to…8 votes -
Reliable Canada-to-Canada Call Transfers
Request:
Please consider adding support for reliable Canada-to-Canada call transfers without requiring the use of a non-Canadian caller ID or a Canadian carrier workaround.Customer Impact:
The customer reports that Canada-to-Canada transfers previously worked but are now inconsistent, with some transfers completing successfully while others fail. This is impacting their ability to reliably transfer calls to external Canadian numbers and has raised significant concerns about the viability of the service.Requested Enhancement:
Provide a supported and reliable routing solution for Canada-to-Canada call transfers, regardless of whether the destination is another RingCentral customer, while maintaining the appropriate Canadian caller ID and…1 vote -
Have search option of dial group added to Ring Sense
We would like the ability to search by campaign dialing groups in Ringsense
40 votes -
Last Agent Routing with Digital Queues
We have last agent routing for Voice Queues, but it would be very helpful to have this for digital queues as well. Example:
A customer responds to an email thread a couple of days later, but the original agent had closed the interaction due to lack of response or the interaction had timed out. Since the original agent had been working the email thread directly, we should have the option to attempt to route the interaction to them first.8 votes -
Retrieve deleted RingCX Custom Report
Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.
6 votes -
Ability to see Logged out agents in RingCX Real time Dashboard
Ability to see Logged out agents in RingCX Real time Dashboard
Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out
18 votes -
Ability to limit SMS channel selection when creating an outbound SMS message
When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.
In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.
It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.
34 votesPlease ask your CSM or TAM to join the beta feature enablement program.
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RNA Priority Routing
Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.
5 votes -
Incoming CNAM for Canada
Incoming caller ID within Canada only shows phone number and location but not caller name (CNAM) it would be good to have the CNAM displayed.
4 votes -
Voicemail box for Play Announcement
There should be an option to left voicemail if there is no answer and forward the call for play announcement
1 vote
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