1362 results found

1. Add an alert for when the Salesforce client for RingCX disconnects from RingCX

   Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.

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2. Filtering To Queued Interactions In Inbox

   There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.

   5 votes

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3. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

   ---

   Current Behavior

   1. Name field dependency

   • If the Name field is not populated at disposition time:

     • Phone call records may not be created in Dynamics 365
     • Placeholder customer/patient records may be auto-created with no populated data

   1. Common scenarios leading to missing Name field

   • Phone numbers associated with multiple Dynamics records (ambiguous match)
   • Inbound calls from contacts not yet in Dynamics
   • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
   • Calls going directly to voicemail or ending abruptly
   • Immediate transition to the disposition screen, increasing missed data entry
   • Agents intentionally leaving calls untracked due to workflow constraints

   1. Dynamics constraints

   • The Call To / Call From field is required by Dynamics 365
   • RingCX currently cannot create call records without these required fields populated

   ---

   Business Impact

   • Inaccurate call volume and performance reporting
   • Missing CRM activity records for completed calls
   • Increased manual cleanup and reconciliation work
   • Reduced agent compliance and usability
   • Risk to auditability and operational visibility in regulated environments

   ---

   Requested Enhancements

   1. Decouple Call Record Creation from Name Field Completion

   Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

   This would:

   • Preserve call metadata (time, direction, duration, agent)
   • Allow post-call completion of required fields
   • Ensure accurate reporting and historical tracking

   ---

   2. Prevent Automatic Customer/Patient Record Creation

   Add an option to disable auto-creation of customer/contact records from RingCX calls.

   Desired behavior:

   • Call records can exist independently of customer/contact records
   • Customer/contact creation remains a manual, user-driven action

   ---

   3. Improve Name Field Visibility and Workflow

   Enhance agent UI to reduce missed Name entries by:

   • Making the Name field more prominent
   • Displaying the Name field on both call and disposition screens
   • Optionally merging Name entry and disposition into a single workflow step
   • Preventing disposition submission until required CRM fields are reviewed

   ---

   4. Support Deferred Field Completion

   Allow agents or supervisors to populate or correct:

   • Name
   • Call To / Call From after the call record has already been created in Dynamics.

   ---

   Expected Outcome

   • All RingCX calls generate a corresponding Dynamics phone call record
   • Improved data integrity and reporting accuracy
   • Reduced agent friction and training overhead
   • Better alignment with real-world call center workflows
   • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

   ---

   Environment Details

   • Platform: RingCX
   • Integration: Embedded Agent for Microsoft Dynamics 365
   • Use Case: High-volume inbound and outbound contact center operations
   • Industry Impact: Healthcare, enterprise support, regulated environments

   ---

   Request

   Please review the feasibility of these enhancements and advise:

   • Whether these changes align with the RingCX product roadmap
   • If configuration-based alternatives are planned
   • Recommended next steps for prioritization

   Thank you for considering this request.

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

   5 votes

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4. Admins to be able to delete call recordings within RingCX

   Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.

   18 votes

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5. 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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6. All Messages Conversation Search Enhancement

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or if they have already spoken with us.

   RCX engineers were able to confirm that this is how the search function does and should work, as it stands today. So when you are searching there, you are using a search feature for text which means that it will look for that exact phrase. What would need to be done in order for this to work smoothly would be adding a search parameter that would be able to remove things like the dashes, search with and without country codes in both E614 formatting and regular formatting. 

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or… more

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   21 votes

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7. Wants to see Requeued Calls and Transferred Calls in RingCX Analytics

   Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
   Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.

   7 votes

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8. 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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9. Active email insights through AI to know why email backlog is occuring.

   When exceptional email volume occurs and agents are not able to keep up with the incoming emails it would be excellent to have AI insights not just to completed emails after fact but to the in progress active emails to help alert us to a new problem or issue we need to get ahead of.

   4 votes

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10. Recordings Delivery Audio Format

    Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.

    11 votes

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11. 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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12. 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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13. SMS Channel Token Lifecycle

    The ability to extend the token expiration period beyond the standard system default would be highly beneficial, along with the option to completely disable the token refresh requirement for SMS channels. If disabling the refresh is not feasible, an alternative would be to allow whitelisting of our channel ID or client ID to enable a long-lived access token, helping prevent potential service interruptions.

    3 votes

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14. Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window

    Hello RingCX Product Team,

    We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

    Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

    Agents have also observed a clear correlation between call duration and processing time:

    Shorter conversations tend to populate dispositions more quickly

    Longer calls take noticeably longer for the AI to process and display the disposition

    This creates friction during after-call work, as agents must either wait idly for the disposition to appear or proceed without it, increasing handling time and frustration.

    At this time, this behavior appears to be a platform limitation, as there is no way to:

    Surface a “processing” indicator with estimated readiness, or

    Improve responsiveness for longer conversations, or

    Allow agents to proceed while the AI disposition finalizes asynchronously

    Feature enhancement request:
    We are requesting consideration for improvements such as:

    Reduced latency for AI disposition generation, particularly for longer calls

    A visible status indicator (e.g., “AI disposition processing…”)

    The ability for AI dispositions to update asynchronously without blocking agent workflow

    Improving this experience would reduce after-call delays, improve agent satisfaction, and support more efficient call handling at scale.

    Hello RingCX Product Team,

    We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

    Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

    Agents have also observed a clear correlation between call duration and processing time:

    Shorter conversations tend to populate dispositions more quickly

    Longer calls take noticeably longer for the AI to process and display the disposition

    This creates friction during after-call work,… more

    4 votes

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15. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

    At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

    At present, this appears to be a feature limitation, as there is no option to:

    Customize this message, or

    Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

    Feature request:
    We are requesting the ability to either:

    Configure a custom callback confirmation message, or

    Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

    This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

    Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

    3 votes

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16. RingCX Digital Emails and RT Dashboards

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the same. When we reply to the messages, we change the to address to spam@company.com, send the reply then solve the emails. When doing it this way, the queued totals in Real-Time digital still do not change. We have tried refreshing and we have even deleted some of the emails in Outlook on our end but the totals remain the same. It seems like the only time the totals Real-Time digital change is when routed emails are solved.

    We, unfortunately, have to have auto routing and All Messages on at this time because this is the only way that we know of to view email content in the system. If emails are solved in all messages, can the totals in Real-Time digital reflect this accurately?

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the… more

    4 votes

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17. Caller ID Override for Callbacks in RingCX

    Currently, the callback feature has no caller ID override. By default, it uses the DNIS as the caller ID when a callback is made by the system. For calls to external numbers that are forwarded to the RingCX number, it shows the number where the external number is forwarded as the caller ID.

    Looking to have a feature or option to set the forwarded number (external number) as the caller ID.

    14 votes

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18. Retain Originating Caller ID During RingEX to RingCX Transfers

    Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.

    Current behavior:
    When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.

    12 votes

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19. 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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20. Spam detection for chats

    Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.

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    Needs More Information  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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