1575 results found

1. Consistent Agent Identification Across Historical and New Livechat Reporting

   Expected Outcome / Requested Evolution
   Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:

   exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
   providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
   exposing an additional field in the new reporting that allows reconstruction of this mapping.

   Business Impact
   Without this evolution:

   agent-level historical analyses are incomplete or inaccurate,
   trend analysis before vs. after the reporting migration is not reliable,
   manual reconciliation work is required, with a high risk of errors.

   Expected Outcome / Requested Evolution
   Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:

   exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
   providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
   exposing an additional field in the new reporting that allows reconstruction of this mapping.

   Business Impact
   Without this evolution:

   agent-level historical analyses are incomplete or inaccurate,
   trend analysis before vs. after the reporting migration is not reliable,
   manual reconciliation work is required, with a high risk… more

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   New  ·  0 comments  ·  Realtime & historical analytics  ·  Edit…  ·  Delete…  ·  Admin →
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2. Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.

   Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.

   Key Feature Requests
   Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.

   Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.

   Example: Using different colors or separate horizontal tracks to show exactly when the agent is speaking versus the caller.

   Click-to-Jump Navigation: Allow users to click on specific sections of the visual waveform to instantly play that part of the conversation.

   The Benefit
   Time Efficiency: Supervisors and QA analysts can "scan" a call visually to find key moments rather than listening to the entire recording.

   Improved Coaching: Easily identifying "dead air" or instances where an agent might be overtalking a customer becomes a visual task rather than a manual one.

   User Experience: These would significantly elevate the RingCX administrative workflow.

   Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.

   Key Feature Requests
   Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.

   Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.

   … more

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   New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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3. RingCX callback in queue

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
   Action:
   Identify the full script of your callback message.
   Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
   In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
   Locate the callback event and upload your new, unified audio file.
   2. Enhance Text-to-Speech Naturalness:

   If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

   Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

   Action:
   Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
   Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
   Test out any newer TTS options to see if they offer a more natural sound.
   Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

   Action:
   Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
   This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
   Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

   Action:
   Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
   In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
   Steps to Implement Changes in RingCX:

   Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
   Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
   Review Queue Events: Click "Queue Events" in the left navigation panel.
   Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
   Update Audio/TTS:
   If using a custom audio file for the entire message: Upload your new audio file in the designated section.
   If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
   Important Considerations:

   Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
   Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
   Documentation: Keep a record of the changes you make for future reference.
   By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

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4. Add time based variable to holiday configuration

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

   The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In… more

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   Future Consideration  ·  17 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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5. Integration of RCS (Rich Communication Services) as a Communication Channel in RingCX

   Summary:
   We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.

   What is RCS?
   RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via mobile data and Wi-Fi.

   Industry Adoption:
   Android: RCS is widely adopted on Android via Google Messages and supported by major mobile carriers.
   Apple: As of iOS 18, Apple has begun supporting RCS for person-to-person (P2P) messaging, signaling a major step toward broader adoption.
   Prerequisites: Both sender and recipient must use RCS-capable devices and compatible messaging apps.

   Justification for Integration in RingCX:
   Enhances customer experience through rich and interactive conversations, especially for industries like retail, banking, travel, and customer service.
   Supports omnichannel engagement strategies, particularly when paired with WhatsApp, SMS, and email.
   Future-proof communication, as RCS is positioned as the long-term successor to SMS/MMS.

   Summary:
   We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.

   What is RCS?
   RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via… more

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6. Mark email that did not have an agent reply as "Solved" rather than "Ignored"

   Whenever an agent solves an interaction without responding to the message, the interaction is being tagged as "Ignored". This cause confusion as the agent actually accepted the interaction but it just didn't require a reply thus the agent is marking them as solved. It should be tagged "Solved" or something else other than "Ignored"

   13 votes

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   Future Consideration  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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7. Agent Script: Allow configuration to limit the width of an agent script, so agent script takes up less screen space

   When using Agent Scripts with the Embedded Agent within a CRM (e.g. Salesforce), you cannot limit the width of the RCX Agent Script panel. In Salesforce, specifically, with the Embedded Agent adaptor in "Docked" mode, the Agent Script panel takes up like, a third of the screen real estate - even if your script only consists of a tiny, 30-pixel "HANGUP" button. If you switch to "Undocked" mode, as soon as you answer the call, the size of the Agent adaptor window expands radically to accommodate the extra-wide Agent Script - again, even if the only script element is a very narrow button element.

   It's not a great user experience for users who only need an Agent Script in order to give them a single button (i.e. in the case of an RCX IVR post-call survey, where a customized "Hangup [but actually, just drop the agent and Send to Survey]" button is needed).

   Please refer to the attached screenshots for a visualization of what this looks like.

   When using Agent Scripts with the Embedded Agent within a CRM (e.g. Salesforce), you cannot limit the width of the RCX Agent Script panel. In Salesforce, specifically, with the Embedded Agent adaptor in "Docked" mode, the Agent Script panel takes up like, a third of the screen real estate - even if your script only consists of a tiny, 30-pixel "HANGUP" button. If you switch to "Undocked" mode, as soon as you answer the call, the size of the Agent adaptor window expands radically to accommodate the extra-wide Agent Script - again, even if the only script element is a… more

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8. Outbound Default and Custom Lead Field Order/Ranking

   Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.

   14 votes

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9. Feature Request: “Mask Audio” Button in RingCX Dialer

   Feature Request: “Mask Audio” Button in RingCX Dialer

   Title:
   Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.

   Description:
   Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.

   We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.

   When the agent activates the Mask button:

   Recording and monitoring streams are replaced with white noise, silence, or muted audio.

   When deactivated, recording automatically resumes seamlessly.

   Visual feedback (icon color, timer, or banner) shows masking is active.

   This provides a simple, controlled, and compliant method to protect sensitive customer data.

   Functional Requirements:

   UI Placement:

   Add a “Mask” or “Pause Recording” icon within the in-call controls of the RingCX Dialer (next to Mute, Hold, etc.).

   Agent Controls:

   Agents can toggle the feature on/off during active calls.

   Button state visibly reflects current masking status.

   Recording Behavior:

   When Mask is ON → audio is not recorded or replaced with configurable white noise.

   When Mask is OFF → recording resumes automatically.

   Audit Logging:

   System logs masking start/stop timestamps for compliance traceability.

   Admins can review which portions of the call were masked.

   Admin Configuration:

   Option to enable/disable feature per queue, campaign, or agent group.

   Option to customize masking audio (white noise, silence, tone).

   Use Cases:

   Agents collecting payment or verification data.

   Customer service teams needing PCI or HIPAA compliance.

   Preventing storage of personal identifiable information in recordings.

   Business Impact:

   Supports PCI DSS, HIPAA, and GDPR compliance.

   Prevents exposure of sensitive data in recordings.

   Builds customer trust and supports use in regulated industries.

   Reduces post-processing costs (no need for manual redaction).

   Priority:
   High – Compliance, Security, and Customer Trust

   Requested By:
   [Your Department or Customer Service Team Name]

   Optional Enhancements (Future Iterations):

   Automatic Masking: Trigger masking automatically when an agent enters specific CRM screens (e.g., “Payment Details”).

   Supervisor Override: Allow supervisors to enable/disable masking during live monitoring sessions.

   API Access: Expose masking control via API for custom workflows.

   Feature Request: “Mask Audio” Button in RingCX Dialer

   Title:
   Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.

   Description:
   Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.

   We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.

   When the agent activates the Mask button:

   Recording and monitoring streams are replaced with white noise, silence,… more

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10. Add Digital Interaction Details Report with Media/Attached Files

    We are requesting a report for Digital Interactions (such as chat, SMS, email) that gives us a full view of the details of the interaction, which includes transcripts, media, and other attachments.

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11. Dispositions-based Purge Management

    Dispositions are not attached to messages, conversations, or threads in the same way as categories were in Engage Digital. As a result, it is currently not possible to apply retention or purge rules based on Dispositions.
    We would therefore like to submit an evolution request to enable the ability to:

    Use Dispositions as criteria for data retention and purge policies
    Apply selective purges based on specific Dispositions, similarly to what was previously possible with Engage Digital categories

    This evolution is critical to ensure:

    Compliance with data retention requirements
    Operational continuity compared to Engage Digital
    Better control over data lifecycle management based on business outcomes of conversations

    Dispositions are not attached to messages, conversations, or threads in the same way as categories were in Engage Digital. As a result, it is currently not possible to apply retention or purge rules based on Dispositions.
    We would therefore like to submit an evolution request to enable the ability to:

    Use Dispositions as criteria for data retention and purge policies
    Apply selective purges based on specific Dispositions, similarly to what was previously possible with Engage Digital categories

    This evolution is critical to ensure:

    Compliance with data retention requirements
    Operational continuity compared to Engage Digital
    Better control over data lifecycle management… more

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12. Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense

    Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense

    Hi Team,

    I’d like to submit a feature request related to RingSense analytics and call review capabilities.

    Request:
    Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.

    Customer Need:
    Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate calls that include coaching moments. This creates challenges in reviewing historical coaching data.

    Value:

    Improves accessibility of important performance insights

    Reduces manual search time

    Enhances the overall coaching and QA workflow

    Adds consistency to filtering options already available for other call attributes

    Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense

    Hi Team,

    I’d like to submit a feature request related to RingSense analytics and call review capabilities.

    Request:
    Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.

    Customer Need:
    Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate… more

    4 votes

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13. Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.

    We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

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    142 votes

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    Implemented  ·  42 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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14. Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.

    Allow login sessions to be kept active even when browser refresh so agents do not log out.

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    1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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    Implemented  ·  Paula responded

    Release 25.4.2 (December)

    RingCX for Salesforce - Persistent Login Across Browser Refreshes:

    Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.

15. Ability to Configure Security and Operational Settings Per Agent (Not Limited to Agent Role)

    Summary:
    Request to reintroduce or add the ability to configure Security and operational settings (e.g., Call Control, Transfer Options, Real-Time Reporting) at the individual agent level instead of being restricted to Agent Role configuration.

    Current Behavior:
    Following a recent update, settings such as Call Control, Transfer Options, and Real-Time Reporting are now managed exclusively under Agent Roles. Individual agent-level configuration for these options is no longer available.

    Problem:
    Managing these settings only at the Agent Role level reduces flexibility and creates limitations for customers who require exceptions or custom configurations per agent.

    Common challenges include:

    Inability to customize settings for specific agents without creating multiple roles
    Increased administrative overhead due to role duplication
    Reduced efficiency in managing unique user requirements
    Complexity in maintaining multiple roles with minor differences

    Proposed Enhancement:
    Introduce the ability to configure these settings at the individual agent level, with the following options:

    Summary:
    Request to reintroduce or add the ability to configure Security and operational settings (e.g., Call Control, Transfer Options, Real-Time Reporting) at the individual agent level instead of being restricted to Agent Role configuration.

    Current Behavior:
    Following a recent update, settings such as Call Control, Transfer Options, and Real-Time Reporting are now managed exclusively under Agent Roles. Individual agent-level configuration for these options is no longer available.

    Problem:
    Managing these settings only at the Agent Role level reduces flexibility and creates limitations for customers who require exceptions or custom configurations per agent.

    Common challenges include:

    Inability to customize settings for… more

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16. Add Ringtones when Requeuing in SPOG/RCX for RC App

    In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".

    10 votes

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17. 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

    5 votes

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18. Restore configurable “Enter key = line break” behavior in message editor

    Context In the previous solution Engage Digital, it was possible to activate an option in settings allowing advisors to create a new line by pressing “Enter” directly when writing messages. This significantly improved writing comfort and reduced errors. In RingCX, this option is no longer available (or not visible). Issue Advisors must now use “Shift + Enter” for every line break. As a result: Line breaks are frequently forgotten Messages are sent incomplete or poorly formatted to customers

    1 vote

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19. Follow-up Button Toggle in Role Management

    In ACE, I would like agents to have access to the Follow‑up button. Our call center is a commission‑based sales organization with managers, but as a best practice, agents should be sending follow‑up emails themselves. When an agent reviews their call to write a follow‑up, it would be valuable to have a strong starting‑point option available.

    Would it be possible to add a role management option—such as “Show Follow‑up Button”—that can be enabled or disabled? This would allow call centers that want agents to use follow‑ups to turn it on, while giving others the flexibility to keep it disabled.

    1 vote

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20. Block Phone Numbers in RingCX and RingEX

    The ability to block a phone number on just one platform. RingCX and RingEX. We’re looking for the easiest way to manage this, as blocking a number currently affects all our queues.

    1 vote

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