320 results found

1. Update RingCX Agent for ALL Interaction Types

   Currently, the RingCX agent only updates an agent's status when a voice interaction is received and not when a chat interaction is received.

   When a chat interaction is received, the status of the Agent stays in "Available" even if the "Max number of concurrent interactions" setting is set to '1'.

   This makes it difficult for Admins and Supervisors to accurately manage their agents, because this status does not change in the dashboards.

   It would make sense to simplify the status changing in the CX agent for all interactions, when the agent is engaged.

   54 votes

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2. Align RingCX Agent 'Stats' Tab with Real-Time Analytics: Split 'Presented' into Inbound & Outbound

   Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.

   In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).

   This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.

   Proposed Solution
   Update the Table Settings within the Agent 'Stats' view to allow for more granular metric selection. Specifically, we request that the single "Presented" checkbox be replaced or supplemented with:

   Presented Inbound (Pres. IB)

   Presented Outbound (Pres. OB)

   This change should be reflected in both the Stats Table columns and the Summary Tiles at the top of the interface.

   Key Benefits
   Consistency: Aligns the Agent UI with the existing Real-Time Analytics/Supervisor reporting structure, providing a "single source of truth" across the platform.

   Performance Tracking: Allows agents to clearly see how many manual dials or outbound campaign calls have been presented versus inbound queue volume.

   Accuracy: Prevents confusion when an agent's "Presented" count is high, but their "Answered" count looks low because they were performing manual dials that are currently being lumped into the same stat.

   Operational Efficiency: Reduces the need for agents to ask supervisors for a breakdown of their activity, as they can self-serve this data directly from their RingCX workspace.

   Supporting Documentation
   Refer to attached: JLP RCX Agent Stats Settings.jpg – Shows the current limitation in the Table Settings.

   Refer to attached: JLP RCX Real Time Dash.jpg – Shows the existing functionality in Analytics that we wish to see mirrored in the Agent view.

   Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.

   In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).

   This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.

   Proposed Solution
   Update the Table Settings within… more

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   24 votes

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3. Quality of Service (QoS) Portal for RingCX Calls

   Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.

   76 votes

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4. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g., system sleep, network timeout, or WebSocket disconnects):

   🔄 Replace “WORKING” with a clearer status such as:

   “Connection Lost”
   “Disconnected”
   “Session Timeout”
   “Network Error”

   This status should only be triggered during system-driven disconnections, not manual agent actions.

   Why This Matters:

   • Improves transparency in real-time dashboards and routing behavior.

   • Helps admins and supervisors immediately identify connection issues vs. assuming the agent is working.

   • Reduces missed or mishandled calls due to misinterpreted statuses.

   • Supports accountability and follow-up (e.g., reaching out to the agent to check if they’re experiencing technical issues).

   • Aligns agent state logic with actual backend session state and improves operational visibility in high-volume contact centers.

   Reproducible Scenarios:

   Agent is logged in and set to AVAILABLE.
   Machine enters sleep mode.
   Upon waking, session reconnects — agent is placed in “WORKING” despite no input.

   OR

   Agent places an outbound call to a disconnected number.
   Call fails; agent transitions to “WORKING” without taking any further action.

   Impact:
   • Frequent confusion among admins.
   • Incorrect routing behavior due to “active” status.
   • Average of 4–5 agents per hour affected.
   • Impacts SLA, productivity, and agent accountability metrics.

   Suggested Implementation:
   • Enhance session reconnection logic to check:

   • If agent is not actively engaged with UI.

   • If the reconnection was system-triggered (e.g., Layer 2 reconnect or socket timeout).

   → Place agent into a descriptive, non-selectable system state that reflects the disconnection reason.

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g.,… more

   124 votes

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5. INTERCEPT

   Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

   Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

   This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

   We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual reason for the call failure. Examples would include:

   Invalid Number

   Blocked by Carrier

   Rejected by User or Declined

   Implementing this change would provide immediate, actionable insight into call failures directly within the user interface. This would significantly improve the user experience, reduce administrative overhead, and allow for much faster troubleshooting.

   Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

   Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

   This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

   We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual… more

   54 votes

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6. Automatically log the RingCX agent out after they stay idle for a certain period of time

   To have a settings where they can set an idle time to automatically log out RingCX agent.
   New status "Auto Logged Off" to track in reporting.
   Option to schedule log outs, e.g. in the end of the day.

   8 votes

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7. Feature Request: Granular Call Monitoring Permissions for Agent Role

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution Features:

   Add a "Call Monitoring" permission toggle to the Agent role settings.

   Allow Admins to assign monitoring access to specific queues or agent groups.

   Prevent monitored Agents from viewing or accessing unrelated queues or data.

   Benefits:

   Maintains strict data segmentation and confidentiality.

   Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

   Supports compliance and auditing policies more effectively.

   Improves operational flexibility without compromising security or visibility boundaries.

   This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution… more

   25 votes

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8. Transferring calls to RingEX Extensions via corporate directory

   To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

   Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

   62 votes

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9. Chat Popout Window

   Allow user to pop chat window out, incase they need to navigate away from the current window.

   14 votes

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10. Cost Centers built in RCX

    Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

    45 votes

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11. transfer

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    ---

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
    • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

    ---

    Expected Behavior:
    • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
    • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

    ---

    Business Impact:
    • The customer relies heavily on the Interaction Details Report to track individual agent activity.
    • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
    • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

    ---

    Use Case Reproduction (as demonstrated by customer):
    1. Agent places outbound call (OB) to their own cell.
    2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
    3. Interaction Details shows:
    o 2 call segments (same UII),
    o 1st segment: agent name populated,
    o 2nd segment: agent name = N/A.
    4. Filtering by agent omits the 2nd segment entirely.

    ---

    Supporting Evidence:
    • Multiple test scenarios (UIIs included in case notes).
    • Screenshots, spreadsheets, and logs attached to Case 27382978.
    • Customer provided 4-page Excel document showing discrepancies between reports.
    • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

    ---

    Requested Solution:
    Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    ---

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a… more

    • 

    67 votes

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12. Dashboard for agents and supervisors in RingCX

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    79 votes

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13. call offers for the longest wait time

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,… more

    223 votes

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    Under Review  ·  13 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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14. Ability to remove suggested email addresses in RingCX

    We’d like an option for agents and supervisors to manually remove or delete suggested email addresses in the RingCX application.
    During testing, an email was sent to one of our team member’s personal address. Now, when users type the last name in the To field, both the personal and work addresses appear, and the personal address often gets selected because it appears first. We can’t find a way to delete or suppress that suggestion.

    4 votes

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15. Track and report on agents' geo-location

    For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX

    4 votes

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16. Google Chat as inbound channel for help desk use case

    We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
    End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
    This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
    https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
    https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
    https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
    https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view

    13 votes

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    3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    This is not a common channel in CCaaS space, we'll need to gather interest on this

17. Notification for agents when being on a call for too long

    Configurable alert to the agent based on time in call.

    We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.

    5 votes

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18. Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "

    When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

    In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

    If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the process if they wish to continue with requeue, losing their original place in line from the first attempt.

    Agents are also unable to drop from the call once it has begun "requeuing" to the secondary queue until it is answered by an agent from the secondary queue. If agent chooses to hang up while waiting in the secondary queue, the entire call drops.

    We need to add the ability to control both calls independently when utilizing "Requeue" and "Stay on call" option just like a warm transfer would allow.

    When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

    In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

    If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the… more

    23 votes

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19. Closed Caption in CX

    RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
    This appears to be a product parity and accessibility issue, not a technical limitation.

    Why This Matters
    Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

    Deaf or hard‑of‑hearing agents
    Agents with auditory processing disorders
    Neurodivergent agents who benefit from visual reinforcement
    Non‑native speakers
    Agents working in noisy or shared environments

    While RingCX provides post‑call transcription and AI insights, accessibility requires real‑time participation, not retrospective review.

    Key Concern
    RingCentral already demonstrates the technical capability to:

    Generate real‑time transcription (RingSense, AI Assist, analytics)
    Display live captions in another core product (RingEX)

    However, RingCX agents cannot see this transcription live during calls, even though it exists during the interaction. This creates an inconsistency across RingCentral products and places contact center agents at a disadvantage.

    Business & Operational Impact
    Beyond accessibility compliance, live captions would:

    Improve agent comprehension and accuracy
    Reduce mishearing‑related errors
    Support faster onboarding and training
    Improve confidence and call quality in complex or high‑stakes conversations
    Enable more inclusive hiring and retention practices

    From an operational standpoint, this is a quality, performance, and workforce enablement improvement, not just an accommodation request.

    Request
    We strongly recommend that RingCentral:

    Add live closed captioning / real‑time transcription visibility for RingCX voice calls in the desktop app
    Allow captions to be:

    Agent‑visible
    Optional / toggle‑based to reduce cognitive load

    Treat this as an accessibility and compliance enhancement, not a general feature request

    Closing
    As organizations increasingly prioritize accessibility, inclusivity, and remote work, the lack of live captions in RingCX represents a growing gap. Aligning RingCX with RingEX in this area would significantly strengthen RingCentral’s accessibility posture and agent experience.
    We appreciate consideration of this feedback and would welcome inclusion of this capability on the RingCX product roadmap.

    RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
    This appears to be a product parity and accessibility issue, not a technical limitation.

    Why This Matters
    Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

    Deaf or hard‑of‑hearing agents
    Agents with auditory processing disorders
    Neurodivergent agents who… more

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20. 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.

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