1178 results found

1. Optimise "Route to Last Agent" (LCA) for Reduced Wait Times

   Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

   Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

   Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

   Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

   Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

   Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should… more

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2. Add "call is being recorded" disclaimer for Inbound Queue call back

   Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

   3 votes

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3. 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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   8 votes

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4. Forced logout or manual logout reporting

   To have a report on whether an agent was forced to log out by a supervisor or system log out due to a network issue, or manually log out on their own.

   3 votes

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5. 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

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6. RingCX Analytics Platform

   Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.

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   8 votes

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   Future Consideration  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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7. 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

   10 votes

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8. Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries

   I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

   • Phonebook (Agent Tools and Voice queues and skills)
   • Special ANI (Voice queues and skills)
   • Blocked ANI (Channels)

   1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

   2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had the same functionality to import and export numbers for Phonebook (Agent Tools and Voice queues and skills) and also Blocked ANI (Channels). This would make it easier to add/update multiple phone numbers and significantly reduce the LOE.

   Thanks!

   I would like to suggest a couple of feature enhancements to simplify the use and management of the following:

   • Phonebook (Agent Tools and Voice queues and skills)
   • Special ANI (Voice queues and skills)
   • Blocked ANI (Channels)

   1. Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.

   2. We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had… more

   29 votes

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9. 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.

   20 votes

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10. Option for Required Notes/Scripts/Dispositions on Outbound Calls

    We would like to see an option to only "require" Dispositions/Notes/Scripts for Inbound calls only. Current situation is that a script runs with required categories to populate, this is appropriate for inbound calls, but not outbound calls. If there could be an option to decide what direction the call is for a requirement that would solve this, or an ability to create a custom rule to circumvent the requirement.

    2 votes

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11. 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.

    8 votes

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12. Simultaneous Ring option for Call Queues/Skill

    It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

    • Provide the possibility of a shorter wait time for callers
    • Avoid caller abandons
    • Help in user data analyzation on who picks up the most/least calls

    13 votes

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13. Display Agent Call Hold Status and Duration in Supervisor Dashboard

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold Status Indicator – A visual indicator that clearly shows when an agent has placed a call on hold.

    2.Hold Duration Timer – A real-time counter showing how long the agent has been in the hold state.

    Benefits:

    Enables supervisors to monitor agent behavior more closely and identify unusual or prolonged hold times.

    Improves real-time visibility and decision-making during active contact handling.

    Reduces the need to toggle between multiple dashboards, improving efficiency and response time.

    Use Case Example:
    A supervisor monitoring a high-priority queue needs to ensure agents are not placing calls on hold unnecessarily. Having hold visibility directly in the Supervisor Dashboard will allow them to take proactive actions like coaching or intervening when necessary.

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold… more

    6 votes

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14. RNA State Duration option

    option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.

    2 votes

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15. RingCX Domo Integration (For Analytics)

    Would like a direct integration built between RingCX and Domo Analytics, instead of having to SFTP

    3 votes

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16. Email Digital Topology Routing Control

    Overview:
    Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.

    Current Limitations:
    -The system’s decision-making process for agent assignment is unclear.
    -There is no administrative control over how long the system attempts to route to the original agent before reassigning.
    This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.

    Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
    -Set a time threshold (15 minutes, 1 hour, etc.) for how long the system should attempt to route to the original agent per channel, as these times can vary per team.
    -Define fallback behavior once the threshold is reached, like routing to the next available agent or escalating to a priority queue.
    -Access routing logs or diagnostics to understand how routing decisions are made and identify bottlenecks.
    Benefits:
    -Improved efficiency: Reduces wait time for customers when the original agent is unavailable.
    -Greater consistency: Ensures timely responses while maintaining continuity where possible.
    -Operational control: Empowers teams to tailor routing logic to their workflows and service level agreements.

    Overview:
    Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.

    Current Limitations:
    -The system’s decision-making process for agent assignment is unclear.
    -There is no administrative control over how long the system attempts to route to the original agent before reassigning.
    This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.

    Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
    -Set… more

    3 votes

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17. Auto-Reply Email Handling in RingCX

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how auto-replies are handled or displayed.

    Proposed Enhancement: Enable delivery of auto-reply emails as new messages within the first icon of the Digital Channels interface, specifically under the “My Messages” section. This enhancement would:
    -Ensure that availability updates are visible and actionable.
    -Allow teams to track and respond to partner and internal status changes more reliably.
    -Preserve continuity in communication workflows without manual monitoring outside the platform.

    Benefits:
    -Improved visibility: Ensures teams are informed of availability changes in real time.
    -Operational continuity: Supports proactive communication and scheduling adjustments.
    -Platform consistency: Keeps all relevant messages within RingCX, reducing reliance on external email monitoring.

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how… more

    3 votes

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18. RCX | Same day caller reports

    Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.

    3 votes

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19. RCX | DNC list bulk removal

    Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.

    3 votes

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20. 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

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