1575 results found
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AI Onboarding to build Workflow and Call queues
Build an overlay tool to allow simplification of configuration and serviceability by adding AI Onboarding to build faster and easier Workflows and Call queues while answering question for administrators (answer how to do this..)
1 vote -
Dark mode RingCX web version
Customer would want dark mode feature in RIngCX web for better visibility purpose
1 vote -
Forward to an External Number alternately every week
The customer wanted to have an option to forward the call directly to an external number and an option to do it alternately
1 vote -
QA Reviews for Email Interactions in RingSense
We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.
Requested Enhancement
We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.Desired capabilities include (but are not limited to):
Visibility into agent email conversations within…
5 votesThank you for your valuable idea. We are working on this feature request. We will post an update when this is available on your account
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Specific ringtone indicating the call is from the customer and not from a colleague
A call is received by an employee. He transfers that call to another colleague. He wants that colleague to kow via a specific ringtone the call is from the customer not from the colleague and give the right opening spiel
1 vote -
RingCX Grammar Check
Grammar check - If there are errors give prompt to agent to ok before sending email or chat.
4 votes -
Active email insights through AI to know why email backlog is occuring.
When exceptional email volume occurs and agents are not able to keep up with the incoming emails it would be excellent to have AI insights not just to completed emails after fact but to the in progress active emails to help alert us to a new problem or issue we need to get ahead of.
4 votes -
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature RequestIntroduce a new role-based permission that allows Agents to access Shared Real-Time Dashboards without granting them additional administrative or supervisor privileges.
Business Need
Currently, access to Shared Real-Time Dashboards is limited based on existing role permissions. Many organizations would benefit from allowing agents to view shared dashboards that display live operational metrics while maintaining restricted access to administrative functions.
This feature would improve transparency and enable agents to monitor queue performance, service levels, and other key metrics that help them manage their workload more effectively.
Proposed Enhancement
…
1 vote -
local SuperAdmin
The ability to have a FallBack local SuperAdmin account to get into our account when an SSO authentication issue occurs .
We experienced this today when our SAML Cert expired, if we'd had a Local Account we could have resolved this in minutes, but also our TAM couldn't enable a local Account without resetting all users passwords which of course was a no-no.1 vote -
Ability to Use the Main Company Number as a Selectable Outbound Caller ID for RingCX Agents
Requesting the ability for RingCX agents to select the Main Company Number as the outbound caller ID when placing outbound calls from within RingCX queues.
3 votes -
RingCX Voice Queue Call Distribution
The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.
19 votes -
Configurable Notification Sounds for RingCX Engage Digital
Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.
Proposed Functionality
Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).
Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the…
13 votes -
Edit Screen Name for Identities
After locking an identity, it would be advantageous to be able to edit the "Screen Name".
As of right now, "Screen name" is treated as an external identity value according to the channel.
This is posing an issue where the identity an interaction defaults to gets updated with a different name, therefore changing the name on the interaction multiple times. To prevent the identity from being updated, we can lock it. But then, there is no way to change the "Screen name" of the identity that it was most recently updated with.
We propose that this field be editable, especially…
1 vote -
RingCX Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics
Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics
Product
• RingCXTitle
• Allow administrators to manually adjust or correct invalid agent activity tags in historical analytics data.Description
• Currently in the Analytics module of RingCX, agent activity data (such as RNA, Ready, Not Ready, etc.) is automatically recorded and cannot be modified once logged. In cases where agents accidentally leave the system running or when a status is incorrectly captured, these records can create inaccurate reporting metrics.It would be beneficial to introduce an Advanced Settings option within Analytics that allows administrators to manually…
2 votes -
Disposition for manual outbound calls
Please add the option to add dispositions to manual outbound calls where "default" is selected on the "queue" dropdown
2 votes -
RingCX Audio Settings
Need settings specific to RingCX to be able to adjust call audio levels. The current method is using native Windows audio settings which would bring down levels of other applications.
5 votes -
RingCX for ServiceNow - ability to customize data mapping for the log call fields
Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.
2 votes -
Enhanced Email Suppression Management Controls and Visibility
Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.
We would like to request enhanced suppression management capabilities, including:
*Ability to disable or override suppression for specific recipients or campaigns.
*Configurable suppression policies based on business requirements.
*Automated notifications when recipients are added to the suppression list.
*Scheduled suppression list reviews and reporting.
*Self-service tools to view, manage, and remove suppressed recipients.
*Greater visibility into the specific reason and source of suppression.Business Impact:
Organizations may experience missed…1 vote -
Spam detection for chats
Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.
29 votes -
Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window
Hello RingCX Product Team,
We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.
Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.
Agents have also observed a clear correlation between call duration and processing time:
Shorter conversations tend to populate dispositions more quickly
Longer calls take noticeably longer for the AI to process and display the disposition
This creates friction during after-call work,…
4 votes
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