1575 results found

1. Option to Sync Holiday Hours for RingCX and RingEX

   Description:

   We would like to request the ability to synchronize holiday hours between RingCX and RingEX.

   Currently, holiday schedules must be configured and maintained separately in each platform. This requires duplicate administrative effort and increases the risk of inconsistencies if updates are made in one system but not the other.

   A synchronization option would allow administrators to configure holiday hours once and have those settings automatically applied to both RingCX and RingEX. Ideally, this feature would include:

   Automatic synchronization of holiday schedules between RingCX and RingEX.
   The ability to choose one platform as the source of truth.
   Manual sync and scheduled sync options.
   Notifications or alerts if synchronization fails or conflicts are detected.
   The ability to exclude specific holidays or schedules when necessary.

   Business Benefits:

   Reduces administrative overhead.
   Eliminates duplicate configuration efforts.
   Ensures consistent holiday routing and business hours across both platforms.
   Minimizes the risk of configuration errors.
   Improves operational efficiency and simplifies ongoing maintenance.

   This enhancement would provide a more seamless administration experience for organizations using both RingCX and RingEX.

   Description:

   We would like to request the ability to synchronize holiday hours between RingCX and RingEX.

   Currently, holiday schedules must be configured and maintained separately in each platform. This requires duplicate administrative effort and increases the risk of inconsistencies if updates are made in one system but not the other.

   A synchronization option would allow administrators to configure holiday hours once and have those settings automatically applied to both RingCX and RingEX. Ideally, this feature would include:

   Automatic synchronization of holiday schedules between RingCX and RingEX.
   The ability to choose one platform as the source of truth.
   Manual sync and… 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  ·  Admin 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. Ringcx Supervisor ability to assign queue to agents

   Ability for a supervisor to assign queue to agents and update their session.

   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  ·  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

3. RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue has already happened before logging was enabled, leaving no diagnostic data.

   4. Analytics historical reports have a delay of approximately 1–2 hours, which prevents immediate correlation with the issue.

   As a result, support teams must rely on customers or agents to attempt reproducing the issue again while recording logs, which is often difficult or impossible.

   Proposed Solution

   • Introduce a diagnostic logging enhancement that enables capturing and storing historical browser logs for troubleshooting.

   Key capabilities may include:

   1. Background Diagnostic Logging

   Allow agents or customers to enable a temporary background logging mode that captures:

   • Network activity (HAR logs)

   • Browser console logs

   • JavaScript errors

   This logging can run for a limited period or until manually disabled.

   1. Historical Log Retrieval

   Provide the ability to export captured logs after an issue occurs, even if the problem was not anticipated.

   Logs may include:

   • Network requests and responses

   • Console errors and warnings

   • Timestamped events

   1. Optional Event-Based Capture

   To reduce data volume, logging could be triggered when certain events occur, such as:

   • Failed API requests

   • JavaScript exceptions

   • Page load failures

   • Network timeouts

   Expected Benefits

   • Improves root cause analysis for intermittent issues

   • Reduces dependency on real-time reproduction

   • Provides browser-level diagnostics alongside agent logs

   • Helps compensate for the 1–2 hour delay in analytics reporting

   • Shortens issue investigation and resolution time

   Suggested Priority

   • Medium–High

   This enhancement would significantly improve the support team’s ability to investigate unpredictable or intermittent customer issues.

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue… more

   5 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

4. Reduce RingCX Live Transcription Delay

   RingCX live transcription currently has an estimated 2–3 second delay compared to RingEX. In RingEX, the conversation appears almost immediately as the agent and customer are speaking, while RingCX takes a few seconds for the transcript to appear.

   It would be helpful to reduce the transcription latency in RingCX and provide a more real-time transcription experience similar to RingEX.

   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  ·  AI agent & supervisor assist  ·  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

5. 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.

   20 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  ·  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

6. Ability to filter the number added in route properties for all workflows

   Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.

   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

   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

7. Allow other super admins to receive service status notifications for RingCX updates

   The customer would like additional super admins to receive RingCX service status notifications related to their account, including updates, release notes, new features, maintenance notifications, outages, and other RingCX-related alerts.
   According to the customer, only the primary (main or first-born) super admin extension currently receives these notifications. They would like other super admins to also receive RingCX notifications and alerts, even if they are not the primary super 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  ·  Admin 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. Option to disable Call Recording for internal interactions

   • It would be great if we can have the option to disable Call Recordings for internal interaction/calls
   •This would help with the account's recording threshold
   • Currently, Call Recordings settings is limited to :
   -Recording on Transfer
   -Agent segment recording

   15 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  ·  2 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

9. Enhanced Email Suppression Management Controls and Visibility

   Description:
   Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

   We would like to request enhanced suppression management capabilities, including:
   *Ability to disable or override suppression for specific recipients or campaigns.
   *Configurable suppression policies based on business requirements.
   *Automated notifications when recipients are added to the suppression list.
   *Scheduled suppression list reviews and reporting.
   *Self-service tools to view, manage, and remove suppressed recipients.
   *Greater visibility into the specific reason and source of suppression.

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

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

   Description:
   Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

   We would like to request enhanced suppression management capabilities, including:
   *Ability to disable or override suppression for specific recipients or campaigns.
   *Configurable suppression policies based on business requirements.
   *Automated notifications when recipients are added to the suppression list.
   *Scheduled suppression list reviews and reporting.
   *Self-service tools to view, manage, and remove suppressed recipients.
   *Greater visibility into the specific reason and source of suppression.

   Business Impact:
   Organizations may experience… 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  ·  1 comment  ·  Admin 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

10. RingCX Digital Message Notification Improvements

    Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.

    Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.

    However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.

    To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.

    • 

    •  

    •  

    49 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

    Planned  ·  0 comments  ·  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

11. Disable Cold Transfer Functionality in RingCX

    Feature Request Title:
    Disable Cold Transfer Functionality in RingCX

    Feature Type:
    Enhancement Request

    Business Need:
    Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

    Requested Enhancement:
    Provide an administrative setting within RingCX that allows administrators to:

    Disable the Cold Transfer option at the account level.
    Disable the Cold Transfer option for specific queues, teams, or agent groups.
    Disable the Cold Transfer option based on agent roles and permissions.
    Allow only Warm Transfers while preventing agents from performing Cold Transfers.
    Configure transfer permissions through existing security profiles or role-based access controls.

    Expected Benefits:

    Improves customer experience by ensuring proper call handoff procedures.
    Reduces the likelihood of customers being transferred without context.
    Enhances quality assurance and compliance with internal call-handling policies.
    Minimizes call abandonment and customer frustration during transfers.
    Gives administrators greater control over agent transfer capabilities.

    Use Case Example: A customer service organization requires agents to brief the receiving department before transferring a caller. To enforce this process, the organization wants the ability to remove or disable the Cold Transfer button from the agent interface, ensuring that all transfers are performed as Warm Transfers.

    Current Limitation: RingCX currently allows agents to perform Cold Transfers, and there is no administrative setting available to disable this functionality or restrict it based on user permissions.

    Requested Outcome: Introduce a configurable option that enables administrators to disable Cold Transfers and enforce Warm Transfer workflows across their RingCX environment.

    Feature Request Title:
    Disable Cold Transfer Functionality in RingCX

    Feature Type:
    Enhancement Request

    Business Need:
    Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

    Requested Enhancement:
    Provide an administrative setting within RingCX that allows administrators to:

    Disable the Cold Transfer option… 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  ·  Call & screen recording  ·  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

12. Ability to change default selection when transferring calls

    At the moment, when we select the transfer button, the default selection is the phone book. We would like to change this to the Corporate Directory. This also includes the "Stay on call" option being selected by default. This should follow the last selected option instead of being enabled every time.

    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  ·  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

13. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.

    44 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

    Implemented  ·  3 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

14. Automated or bulk download capability for RingCX transcripts.

    Automated or bulk download capability for RingCX transcripts.
    The customer is requesting a bulk export feature for RingCX call transcripts.

    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  ·  AI quality management  ·  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. Searchable Call Dispositions

    Issue:
    After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.

    Business Impact:
    This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.

    Requested Enhancement:
    We request that the Product team review this limitation and consider restoring searchable call disposition functionality within the RingCentral app.

    Ideally, agents should be able to enter keywords or partial disposition names into a search field and quickly locate the appropriate disposition after completing a call.

    Issue:
    After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.

    Business Impact:
    This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.

    Requested Enhancement:
    We request that the Product team review this limitation and consider restoring searchable call disposition… 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  ·  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

16. Ability to hide or disable RingCX/SPOG within the application

    The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.

    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  ·  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

17. Real-Time Call Recording Availability for Compliance

    Currently, call recordings can be delayed by up to 1.5 hours, which hinders urgent compliance verification and exceeds business requirements.

    This feature request proposes improving the recording system to ensure real-time or near-real-time availability of call recordings, allowing:
    Immediate access for compliance or quality checks.
    Faster resolution of disputes or customer issues.
    Reliable tracking and auditing of calls in alignment with business needs.

    The goal is to enhance operational efficiency, compliance readiness, and overall reporting accuracy.

    14 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

18. Manually assign call back request to agents

    Manager would like the option to assign out callback to agents and then have agents pick up those calls once available

    12 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  ·  2 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

19. Feature Request: Extend RingCX Historical Queue Data Retention and Reporting Availability

    Extend RingCX Historical Queue Data Retention and Reporting Availability

    Product: RingCX (RCX)

    Severity: High

    Customer: Murfreesboro Medical Clinic

    Background / Customer Request:
    The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.

    A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."

    However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available backend archives and confirmed that the requested timeframe had exceeded the standard RingCX active data retention period. The historical interaction data had already been permanently purged and could not be recovered.

    Customer Impact:
    Customers may require access to historical RingCX queue and interaction data for periods beyond the current standard retention window for purposes such as:

    Historical reporting and trend analysis
    • Business and operational reviews
    • Compliance and audit requirements
    • Performance comparison across previous periods
    • Customer-specific reporting requirements
    • Investigation of historical contact-center activity

    Once the data exceeds the current retention period, customers have no available mechanism to retrieve the historical RingCX interaction and queue data, even when a valid custom report has already been configured.

    Requested Enhancement:
    • Provide customers with an option to retain and access RingCX historical queue and interaction data beyond the current standard retention period.

    Potential solutions could include:

    1. Extended Data Retention – Allow customers to retain RingCX historical data for configurable periods (e.g., 12, 24, or 36 months).

    2. Historical Data Archive – Automatically archive data beyond the active reporting retention period while maintaining the ability to retrieve it for reporting.

    3. Customer-Configurable Retention – Provide an account-level setting that allows customers to select an extended retention period, potentially as an additional licensed or billable option.

    4. Archived Reporting Access – Allow existing reports and custom report layouts to query archived historical data without requiring the data to remain in active storage.

    Business Value:
    • Extending or archiving historical RingCX data would provide customers with greater flexibility for long-term reporting, operational analysis, audits, and compliance requirements. It would also prevent situations where previously available historical data becomes permanently inaccessible simply because it falls outside the standard retention period.

    Example Use Case:
    • A customer creates a custom queue report and later needs to review queue performance for a period from the previous year. If the requested period has exceeded the standard RingCX retention window, the report currently returns little or no data because the underlying interaction records have been purged.

    Providing an extended retention or archive capability would allow the customer to retrieve the historical data without requiring backend recovery after the retention period has expired.

    Requested Outcome:
    • Introduce an officially supported mechanism for customers to retain, archive, and retrieve RingCX historical queue and interaction data beyond the current standard retention period.

    Extend RingCX Historical Queue Data Retention and Reporting Availability

    Product: RingCX (RCX)

    Severity: High

    Customer: Murfreesboro Medical Clinic

    Background / Customer Request:
    The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.

    A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."

    However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available… 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  ·  Admin experience  ·  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

20. RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100) or support pagination / infinite scrolling to allow access to all relevant contacts.

    Proposed Solution
    - Increase the result limit to a higher threshold (configurable if possible)
    - Implement pagination or infinite scroll
    - Improve search relevance (e.g., fuzzy search, ranking)
    - (Optional) Add filters such as department or team

    Business Impact
    - Increases Average Handle Time (AHT)
    - Reduces agent efficiency
    - Increases likelihood of incorrect call transfers
    - Negatively impacts user experience

    =====

    Today, when a RingCX SPOG agent initiates a call transfer and types into the contact search field, the dropdown returns at most 10 matches with no way to see more. In tenants with large corporate directories or common names (e.g. multiple "John" or "Smith"), agents often can't find the intended transfer target and either guess, hang up, or escalate. The desired behavior is a larger result set (target ~50–100), with pagination or infinite scroll so the agent can keep looking, and ideally fuzzy/relevance ranking so the right contact surfaces near the top. Impact: lower AHT on transfers, fewer misrouted calls, less agent friction in directories of any meaningful size.

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100)… 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  ·  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