1665 results found

1. 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..)

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2. Dark mode RingCX web version

   Customer would want dark mode feature in RIngCX web for better visibility purpose

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3. 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

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4. 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 RingCX

   Email transcript review with full conversation threading

   AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

   QA scoring frameworks applicable to email interactions

   Search and filtering of emails by agent, queue, keywords, or sentiment

   Coaching and feedback workflows tied to email interactions
   Reporting on email quality trends over time

   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… more

   5 votes

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   Planned  ·  Sushant Hiray responded

   Thank you for your valuable idea. We are working on this feature request. We will post an update when this is available on your account

5. 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

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6. RingCX Grammar Check

   Grammar check - If there are errors give prompt to agent to ok before sending email or chat.

   4 votes

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7. 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.

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8. 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 Request

   Introduce 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

   Add a dedicated role permission such as:

   • Permission: View Shared Real-Time Dashboards

   This permission should:

   • Be assignable independently of Supervisor or Administrator roles.

   • Allow users with the Agent role to view only Shared Real-Time Dashboards that have been explicitly shared with them.

   • Prevent agents from creating, editing, deleting, or sharing dashboards.

   • Restrict access to dashboard management settings and other administrative functions.

   Benefits

   • Improves operational visibility for agents.

   • Enables organizations to share live performance metrics securely.

   • Maintains the principle of least privilege through granular role-based access control.

   • Reduces the need to assign elevated permissions solely for dashboard visibility.

   • Supports contact centers that want agents to monitor real-time KPIs without exposing sensitive administrative capabilities.

   Expected Outcome

   • Administrators can grant selected agents read-only access to Shared Real-Time Dashboards through a dedicated permission, allowing agents to view relevant live operational data while preserving existing security and administrative controls.

   Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
   Feature Request

   Introduce 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

   … more

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9. 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.

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10. 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

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    Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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11. 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

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    Under Review  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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12. 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

    1. 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).

    2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the sounds before selecting; Optional volume control (tied to system audio or separate slider).

    3. Default Sound Pack: Admins can define the default sound scheme for new users; Optionally disable customization for consistency (admin override).

    4. Accessibility Consideration: Include high-pitch/low-pitch variants for users with hearing impairments.

    5. Parity with RingEX: Leverage UI/UX consistency from RingEX sound setting features to ease adoption.

    Why This Matters

    Agents miss alerts due to quiet, non-distinct, or repetitive tones especially in noisy environments or when multitasking. This leads to slower response times, missed SLAs, and frustrated customers. Providing sound personalization allows agents to choose tones that stand out for them, improving their awareness and responsiveness.

    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

    1. 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).

    2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the… more

    13 votes

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13. 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 after an identity gets locked.

    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… more

    1 vote

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14. 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
    • RingCX

    Title
    • 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 configure or correct invalid activity tagging in historical agent reports.

    Proposed Capability

    • Allow admins to manually adjust or override agent activity tags in historical reports.

    • Provide an option to exclude or correct invalid entries (e.g., incorrect RNA duration).

    • Enable corrections through an Advanced Settings or Analytics Admin panel.

    • Maintain an audit trail to track any changes made to historical data.

    Example Use Case
    • An agent accidentally leaves RingCX open while traveling, causing several hours of Ring No Answer (RNA) to be recorded. Administrators currently cannot remove or adjust this inaccurate data, which negatively affects performance reporting.

    Benefit

    • Improves accuracy of agent performance metrics

    • Allows administrators to correct data anomalies

    • Provides better operational and workforce reporting reliability.

    Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics

    Product
    • RingCX

    Title
    • 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… more

    2 votes

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15. 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

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16. 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

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17. User greeting in RingCX Agent.

    Ability to personalize the greeting before answering the call per agent user.

    36 votes

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    Future Consideration  ·  11 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. Single Pane of Glass | Both EX and RCX call logs should appear on the same page

    Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page

    3 votes

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19. 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

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20. 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 communications to valid recipients when addresses are automatically suppressed without proactive notification or easy administrative controls. Enhanced suppression management would improve operational efficiency, reduce support overhead, and provide administrators with better visibility and control over critical email communications.

    Use Case:
    Administrators need the ability to identify, review, and manage suppressed recipients before business-critical communications are impacted. Increased transparency and self-service controls would help organizations maintain communication continuity while still supporting email deliverability best practices.

    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… more

    1 vote

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