1450 results found

1. Folder mode SMS dispositioning

   In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.

   3 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Improved Handling of iOS/Android Call Screening in Predictive Dialer with Enhanced Voicemail Detection Profiles

   Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.

   Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing, and tuning for each voicemail pattern or call screening type. This process is complex and not scalable for most customers.

   Requested Enhancement:
   Enhance the Predictive Dialer’s default voicemail detection logic to automatically recognize and properly handle iOS/Android call screening scenarios. The system should be able to:

   Distinguish between automated screening messages (e.g., “Please state your name and the reason for your call”) and actual voicemail greetings.

   Automatically connect the call to an agent once a live person accepts the screened call.

   Optionally provide configurable detection profiles or machine learning-based improvements that dynamically adapt to new screening patterns without requiring manual tuning.

   Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.

   Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing,… more

   4 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Feature Request: Embedded Integration for RingCX + Zoho

   I’d like to submit a feature request regarding the current RingCX integration with Zoho.

   At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

   Requested Enhancement:

   Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

   Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

   This enhancement would greatly improve usability and stability for customers leveraging Zoho within their RingCX/CC environment.

   I’d like to submit a feature request regarding the current RingCX integration with Zoho.

   At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

   Requested Enhancement:

   Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

   Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

   This enhancement would greatly improve usability and stability for customers leveraging Zoho… more

   3 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

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

   11 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  3 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. IVA Custom Role Toggle

   Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.

   Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.

   •  

   3 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. 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.

   22 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Separate Notification Audio from Headset Audio

   Feature Request Documentation

   Customer statement:
   We had some agents who wanted to have the incoming call/email notifications to play over their speakers but have all other audio play into their headset.

   Requested functionality:

   Ability to separate notification audio (ring tones, alerts for calls or emails) from regular media/audio (calls, music, system sounds).

   Notification audio should be configurable to play through device speakers, while regular call/audio continues through headset.

   Use case / rationale:

   Agents can be notified of incoming calls or messages without removing their headset or interrupting ongoing work.

   Helps improve awareness of incoming communications while maintaining audio privacy and focus.

   Priority: Medium (enhances user experience and workflow efficiency)

   Platform / environment: RingCentral softphone / desktop app

   Feature Request Documentation

   Customer statement:
   We had some agents who wanted to have the incoming call/email notifications to play over their speakers but have all other audio play into their headset.

   Requested functionality:

   Ability to separate notification audio (ring tones, alerts for calls or emails) from regular media/audio (calls, music, system sounds).

   Notification audio should be configurable to play through device speakers, while regular call/audio continues through headset.

   Use case / rationale:

   Agents can be notified of incoming calls or messages without removing their headset or interrupting ongoing work.

   Helps improve awareness of incoming communications while maintaining audio privacy and… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. API

   Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
   We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
   Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
   For larger call centers, this approach does not scale effectively.
   Problem

   Call centers with fluctuating agent availability need a real‑time, state‑aware mechanism to manage inbound vendor calls.
   A fixed number of pings does not account for:

   Large agent pools
   Rapid availability changes
   Call centers operating at near‑capacity throughout the day

   As a result, vendors may attempt to send calls when agents are unavailable, or abandon routing attempts too early when agents are about to become available.

   Proposed Solution
   We recommend enhancing the API to support agent availability awareness and dynamic call acceptance logic, including:

   Real‑Time Availability Signaling

   The API should be able to signal to lead vendors whether:

   At least one agent is currently Available and Ready, or
   No agents are available at that moment

   This allows vendors to intelligently decide whether to initiate or delay a call attempt.

   Call Gating / Intelligent Blocking

   When no agents are available, the API should indicate that calls should be temporarily blocked or queued, rather than repeatedly pinging or failing.
   Once an agent becomes available, the API should transition back to an “accepting calls” state.

   Scalable, Event‑Driven Model (Preferred)

   Instead of a limited ping‑based approach, an event‑driven or subscription‑based availability model would allow vendors to poll or receive status updates efficiently.
   This reduces unnecessary retries while improving call delivery success rates.

   Benefits

   Higher call connection rates
   Reduced dropped or rejected vendor calls
   Improved vendor trust and performance transparency
   Better support for enterprise‑level call centers
   More efficient API usage with less unnecessary traffic

   This type of intelligent availability handling would significantly improve RingCentral’s ability to serve large, high‑volume operations and strengthen integrations with lead vendors that rely on precise agent readiness signals.

   Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
   We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
   Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
   For larger call centers, this… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Integrations & APIs  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Add “All Messages” View for RingCX for HubSpot Embedded Agent

   Add “All Messages” View for RingCX Embedded Agent in HubSpot

   Description:
   Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

   Requested Feature:
   Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

   Value/Benefit:

   1. Provides agents with full conversation history for better context.

   2. Improves customer experience by avoiding repeated questions.

   3. Increases agent productivity by eliminating the need to switch between systems to find past messages.

   Who needs this:
   All agents using RingCX embedded in HubSpot who handle customer messaging and need to reference conversation history.

   Add “All Messages” View for RingCX Embedded Agent in HubSpot

   Description:
   Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

   Requested Feature:
   Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

   Value/Benefit:

   1. Provides agents with full conversation history for better context.

   2. Improves customer experience by avoiding repeated questions.

   3. Increases… more

   8 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Intelligent Grouping of Lead-Related Emails in RingCX

    Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.

    Requested Enhancement:

    Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.

    Example approaches could include:

    Identifying leads based on shared data fields (e.g., name, phone number, email address).

    Allowing customers to define custom rules for grouping related notifications.

    Routing multiple lead-related emails to the same agent or thread once identified.

    The goal is to ensure consistency, reduce duplicate outreach, and provide a streamlined experience for agents.

    This feature is being requested due to real challenges reported by customers receiving multiple lead notifications through different systems and experiencing confusion within the RingCX email queue.

    Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.

    Requested Enhancement:

    Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.

    Example approaches could include:

    Identifying leads based on shared data fields (e.g.,… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue

    Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

    Expected behavior:
    If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

    We used the Max Queued Calls and tried setting it to 1 but if agents are busy with calls, we allow the first new caller to enter the queue and wait for the next available agent. Following calls will be requeued as expected but not the first one

    For more context see case 29665410

    Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

    Expected behavior:
    If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

    We used the Max Queued Calls and tried setting it to 1 but if agents… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Automatically set agent state back to Avaialble after RNA by timeout

    1. Additional details for the feature that you are requesting:
    2. What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
    3. What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
    4. How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. 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

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Under Review  ·  2 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues

    It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.

    There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Realtime & historical analytics  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. SMART ACR

    We're using a short "silent" message as the Auto Record notification, which I won't turn off. SMART ACR isn't functioning, and we're exploring alternative solutions. RingCentral's marketing of this feature doesn't match its performance, as evidenced by customer complaints on community boards.

    I won't revert to the original setup for testing. This seems to be a known issue that hasn't been resolved. The feature isn't working on any of our lines, inconsistently presenting notifications even when it shouldn't based on caller location. Your system is not functioning correctly.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Enhanced Agent Dashboards for Queue Visibility and Custom Statuses

    Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.

    Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.

    We request the creation of enhanced Agent Dashboards that provide:

    1. Queue Activity Visibility:

    Real-time view of calls coming into queues relevant to the agent’s role. Information on which agents are logged into the same queue and their availability.

    1. Secure Role-Based Access:

    Agents only see data relevant to their team/queue. No exposure to admin dashboards or sensitive KPIs of other agents. Avoids unsafe workarounds like JWT tokens.

    Proposed Solution Features:

    Dedicated dashboard for agents within RingCX app.

    Real-time display of calls in assigned queues.

    Live visibility of agents in the same queue, including status, with option to show or hide KPIs.

    Role-based restrictions to ensure data security and compliance.

    Option to have notifications or indicators for agent availability and queue activity.

    Benefits

    Agents can better coordinate breaks, coverage, and workloads, improving overall efficiency.

    Real-time queue visibility helps agents respond faster, enhancing customer service.

    Agents see only relevant data while sensitive information remains protected, ensuring security

    Supports diverse workflows and aligns real-time operations with analytics, increasing flexibility

    Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.

    Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.

    We request the… more

    3 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. automatic bi-directional real-time voice translation

    We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.

    This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.

    Business Impact
    - Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
    - Increase Efficiency: Eliminates the need for manual translation or external interpreters.
    - Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
    - Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.

    Suggested Functionality
    - Translate voice conversations in real time (both directions).
    - Support major languages commonly used by customers.
    - Option to toggle translation per call.
    - Optional transcription logs with both original and translated text.

    We are happy to participate in beta testing when the feature is developed. Even a long-term timeline for this capability would help plan our operations.

    Our key languages are:
    English (this would assist client side translations)
    French (FR-CA and FR-FR)
    German
    Spanish (ES-ES)
    Portuguese (PT-BR)

    Thank you.

    We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.

    This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.

    Business Impact
    - Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
    - Increase Efficiency: Eliminates the need for manual translation or external interpreters.
    - Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
    - Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.

    Suggested Functionality
    - Translate voice conversations in real time (both directions).
    -… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. CallerID

    Customers should have the option to be able to set a name under caller IDs when calling outbound to their customers. Customers are more likely to pick up calls with an identified buisness name rather an unknown number.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. 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

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. 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

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Needs More Information  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating