1575 results found

1. RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting would enable them to review conversations linked to specific interactions where NPS is flagged as poor or interaction handling time is unusually high. Furthermore, including a digital interaction URL would provide valuable functionality for data analysts and supervisors, allowing them to easily access digital conversations directly with minimal effort from the Analytics application.

   To improve existing analytics capabilities and to simplify data analysts and supervisors work, I would like to suggest implementing the following metrics and elements for Historical Reporting and Realtime Dashboards within RingCX Analytics:

   Digital Channel Name - Example: ACME Incorporated WebChat (Channel)

   Digital Channel ID - Example: 66718bdc30e2670007a938fa

   Digital Interaction Thread ID - Example: 6671b7063d443400075b2681

   Digital Interaction URL - Example: https://brgzmzwqdj.digital.ringcentral.com/identities/6671b7063d443400075b267d?thread_id=6671b7063d443400075b2681&view=no-header

   Digital Category Name - Example: WebChat

   Digital Category ID - Example: 66718b8b94c18e000727c35c

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting… more

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2. RingCX Feature Request: Granular RBAC / Audio Library Admin Role

   RingCX Feature Request: Granular RBAC / Audio Library Admin Role
   Executive Summary: RingCX currently lacks granular admin roles, forcing organizations to grant full administrative access even if a user only needs to manage audio prompts. This request is to introduce a Custom Admin Role framework allowing Super Admins to restrict visibility and access to specific sub-settings (e.g., granting access only to the Audio Library).

   🛠️ Functional Requirements
   Permission Matrix: A toggle panel (View / Edit / Hidden) for individual sections in RingCX Admin Settings:

   Audio Library (High Priority)

   Queues & Skill Management

   Admin & Agent Provisioning

   Campaigns & Scripting

   UI Masking: Restricted admins will only see their permitted tabs in the sidebar; all other configuration settings will be completely hidden or grayed out.

   Audit Trail: Actions taken by custom roles must be uniquely tracked in the RingCX change logs.

   💼 Business Value
   Security & Compliance: Enforces the principle of least privilege.

   Risk Mitigation: Prevents specialized users (like floor managers updating IVR greetings) from accidentally modifying live routing scripts or queues.

   RingCX Feature Request: Granular RBAC / Audio Library Admin Role
   Executive Summary: RingCX currently lacks granular admin roles, forcing organizations to grant full administrative access even if a user only needs to manage audio prompts. This request is to introduce a Custom Admin Role framework allowing Super Admins to restrict visibility and access to specific sub-settings (e.g., granting access only to the Audio Library).

   🛠️ Functional Requirements
   Permission Matrix: A toggle panel (View / Edit / Hidden) for individual sections in RingCX Admin Settings:

   Audio Library (High Priority)

   Queues & Skill Management

   Admin & Agent Provisioning

   Campaigns & Scripting

   UI… more

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3. Callback Configuration

   The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:

   1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
   2) Enable a toggle to prompt the caller to enter a specific extension. Not all caller's have a direct callback number. Some only have a main business line and then an extension needs to be used. Currently there is no way for a caller to enter the extension that needs to be used.

   The information gathered above then needs to be presented to an agent during a callback:
   1) The recording of the caller's name needs to be whispered to the agent before the outbound callback is placed. As soon as the agent accepts the callback request, a whisper should occur with "A call back has been requested for " and the the recording of the caller's name is played. This allows the agent to know who is being called back.
   2). Pop or display in the RingEX agent the phone number, or phone number and extension that the call back was requested for. This lets the agent know if they need to enter a specific extension once the callback is in progress.

   The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:

   1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
   2) Enable a toggle to prompt the caller to enter… more

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4. Add “Average Handling Time” column to Real-time Agent view

   Add a new column “Average Handling Time” in the Real-time Agent view.
   This column should display, for each connected agent:

   The average handling time of interactions
   Calculated on a time window consistent with real-time data
   Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)

   2 votes

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5. Analytics Report for RingEX to RingCX Transfer calls

   Currently, there is limited visibility into calls that originate in RingEX and are transferred to RingCX. We would like to request the ability to generate a dedicated Analytics report (or add relevant metrics to existing reports) that specifically tracks RingEX to RingCX transfer calls.

   Business Impact:
   This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls."

   We believe this feature would significantly enhance reporting accuracy and operational transparency for organizations using both platforms.

   3 votes

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6. Email notification once mobile app user adds (manual not ai) task or note to a phone call

   Email notification once mobile app user adds (manual not ai) task or note to a phone call so online users can get notified and see right away when something has been posted on app

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7. 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.

   19 votes

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8. importing work flow from one ringcentral account to another

   The customer requested that there must be an option to copy the template from his existing workflow from one RingCentral account to another. So they could save more time when creating a workflow.

   3 votes

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9. RingCX DNIS Description

   Restore or re‑add DNIS Description visibility in:

   Channels Page
   Workflow Assigned Channels section
   Any other admin areas where DNIS numbers appear

   3 votes

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10. RingCX Audit Log Feature – Agent Status

    RingCX Audit Log Feature – Agent Status
    The customer is requesting an option to view the audit log that identifies which Supervisor manually changed a user's status.

    9 votes

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11. Allow Use of RingEX User DID as Manual Outbound Caller ID in RingCX

    Overview:
    Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.

    Current Behavior:
    At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.

    Proposed Enhancement:
    Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the RingCX manual dialer interface. This can be implemented as:

    A default option tied to the agent profile, or
    A selectable dropdown option during manual dialing

    Business Impact:

    Improves agent efficiency by reducing the need for manual configuration
    Ensures consistent and accurate caller ID presentation
    Enhances customer experience by displaying recognizable direct numbers
    Supports better call traceability and callback handling

    Use Case:
    Agents handling outbound communications via RingCX require the ability to present their direct DID (assigned in RingEX) so customers can return calls directly to the same agent or extension.

    Overview:
    Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.

    Current Behavior:
    At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.

    Proposed Enhancement:
    Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the… more

    1 vote

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12. Using the Local Bucket for Manual Outbound Calling

    Customer wants to use the Local Bucket for Manual Outbound Calling as it would be beneficial for them instead of using it from their dialing. Customer mentioned that since 5x9 has it that it make sense to have it here as well.

    Any tips/advice/workaround for this would be appreciated.

    9 votes

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13. Bulk log out agents from all queues (real-time dashboard control)

    It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.

    The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).

    This would support:

    • Faster end-of-day queue management

    • Improved control during incidents or system issues

    • Cleaner queue hygiene and reduced risk of agents remaining unintentionally available

    • Operational efficiency during shift changes

    Having this accessible directly within the real-time dashboard would reduce administrative overhead and avoid the need for manual, agent-by-agent intervention.

    It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.

    The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).

    This would support:

    • Faster end-of-day queue management

    • Improved control during incidents or system issues

    • Cleaner queue hygiene and reduced risk of agents remaining unintentionally available

    • Operational efficiency during shift changes

    Having this… more

    3 votes

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14. Timer on auto answer

    In order to allow our agents working in shared contexts to prepare for their calls, we would like to be able to set a delay for automatic call response in RingCX or SPOG.

    The two main objectives are as follows:
    - to make the agent's work less “oppressive”;
    - to allow the agent to prepare to welcome the user.

    Ideally, we would like to have the same configuration as that available on RingEX, with the queue name displayed in advance and a countdown timer showing the time remaining before the call is automatically answered.

    2 votes

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15. RingCX Feature Request: Agent Notification for Call Monitoring/Barging

    RingCX Feature Request: Agent Notification for Call Monitoring/Barging
    Description / Summary
    Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.

    Current Behavior
    Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.

    Requested Enhancement
    Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:

    Visual Cue: A toast message, status banner, or visual indicator (e.g., an icon changing color or a "Monitored" flag) appears on the agent's active call interface.

    Optional Audible Tone: A discrete, brief tone played to the agent when the whisper/monitoring session initiates.

    Admin Controls: The ability for administrators to toggle this notification on or off globally or per user group based on organizational privacy and training requirements.

    Business Justification & Use Case
    Agent Awareness & Transparency: In collaborative environments where peer-to-peer or supervisor-to-peer monitoring is utilized for coaching, agents need to know when someone is listening in so they can prepare for potential coaching feedback or a call barge-in.

    Compliance and Privacy: Some organizations require full transparency regarding who is participating in or auditing a live interaction to align with internal compliance policies and employee privacy expectations.

    Improved Collaboration: It avoids catching the agent off-guard, ensuring a smoother transition if the monitoring agent needs to whisper or barge in to assist with a difficult customer.

    RingCX Feature Request: Agent Notification for Call Monitoring/Barging
    Description / Summary
    Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.

    Current Behavior
    Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.

    Requested Enhancement
    Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:

    Visual… more

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16. Outbound Call Notes

    It would be nice for manual outbound calls is the notes box will be available for agents to use. Since some agents use RingCX for taking notes as opposed to physical paper or other digital notebooks, having the ability to take notes within RingCX for outbound calls (just as they would be able to for inbound calls), would be great.

    1 vote

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17. Dashboard Configuration Rule - Email Notification

    It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.

    6 votes

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18. RingCX Agent voicemail greeting

    A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.

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    6 votes

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19. RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor

    ummary:
    Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

    Details / Description:
    Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

    If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the JavaScript node. This results in dead air for the caller and no fallback path, which negatively impacts the caller experience and reliability of the IVR workflow.

    Issue:

    JavaScript nodes have no fallback or error handling path.

    If ivr.setConnection() fails or is not reached, the call has nowhere to go.

    This creates workflow dead ends and can increase call abandonment.

    Requested Enhancement:

    Add “Error” routing to JavaScript nodes — similar to other nodes in RCX — so the call can be redirected to a predefined fail-safe branch if the script encounters an error.

    Optionally, add a “Default” routing option to handle scenarios where no explicit connection is set in the script, allowing for smoother recovery from logic gaps or unexpected conditions.

    Example Scenario:
    If ivr.setConnection("sales") fails due to an undefined variable, the call would follow the Error or Default path instead of remaining stuck in the node.

    Benefits:

    Prevents dead air and call abandonment caused by JS errors.

    Allows for more resilient and fault-tolerant IVR workflows.

    Reduces operational impact from coding or runtime errors.

    Improves overall customer experience.

    ummary:
    Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

    Details / Description:
    Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

    If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the… more

    8 votes

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20. Enable Direct Association of Workflows with Queues for Outbound Calls in RingCX

    In RingCX, outbound workflows that trigger actions such as automated emails are currently tied to workflows that are triggered through dispositions. These workflows are manually assigned at the agent level. At present, agents can be assigned to only one manual outbound workflow, and this assignment can be configured only by administrators. Agents do not have the ability to select, switch, or apply different workflows on a per-call or per-queue basis.

    This creates a significant limitation for organizations that manage multiple clients, queues, and outbound scenarios. The customer requirement is for agents to be able to select the appropriate workflow based on the specific call context or queue, rather than being restricted to a single, globally assigned workflow.

    To work around this limitation today, administrators must create a large number of dispositions and script workflows against each one. In environments with a high number of clients and queues, this approach becomes operationally impractical.

    Proposed Enhancement
    Enable the ability to directly associate workflows with queues for outbound calls.
    With this enhancement:

    -Workflows can be configured at the queue level.
    -Agents can automatically use the correct workflow when placing outbound calls from a specific queue.
    -Workflow selection becomes contextual based on the queue or call scenario, without manual agent intervention or administrator reassignment.

    This feature request is submitted in relation to a previous RingCX feature request:
    “Enable automated disposition email generation for outbound calls”
    https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/51152998-enable-automated-disposition-email-generation-for

    In RingCX, outbound workflows that trigger actions such as automated emails are currently tied to workflows that are triggered through dispositions. These workflows are manually assigned at the agent level. At present, agents can be assigned to only one manual outbound workflow, and this assignment can be configured only by administrators. Agents do not have the ability to select, switch, or apply different workflows on a per-call or per-queue basis.

    This creates a significant limitation for organizations that manage multiple clients, queues, and outbound scenarios. The customer requirement is for agents to be able to select the appropriate workflow based… more

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