1324 results found

1. Wrap-up timer shows agents in wrap-up and not available

   Problem:
   Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.

   The feature request:
   Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.

   Why it matters:
   This is beneficial to manage agents and SLA's combined ensuring agents are available for our customers when needed. Also gives supervisors full visibility of who is actually available to take calls at any one time.

   Problem:
   Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.

   The feature request:
   Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.

   Why it matters:
   This… more

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2. Max allowance by queue to allow omni-channel management without affecting chat availability

   Problem:
   With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

   The feature request:
   Allow an option to manage multiple queues with different max interaction allowances e.g. web messaging queues 3 max interactions, email channel queues 5 max interactions.

   Why it matters:
   This ensures that the chat availability feature which helps to maintain our tight chat SLA's is not hindered when agents are also on email channels, as the chat availability feature goes on a queue level.

   Problem:
   With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

   The feature request:
   Allow an option to manage multiple queues with different max interaction allowances e.g. web… more

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3. 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

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4. 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.

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5. 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

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6. Single Pane of Glass | Both EX and RCX call logs should appear on the same page

   Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page

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7. Usage for storage of screen recordings in RingCX

   Currently, customers cannot view the total storage usage within RingCX. Introducing a feature that displays the actual storage size of screen recordings per account (in gigabytes) would allow customers to better monitor and manage their storage. It would also help them forecast potential costs, especially when archiving recordings offsite, and make more informed decisions about retention policies. This added visibility and control would improve transparency and enhance the overall customer experience.

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8. Add activity created by to logged SMS in Hubspot

   Currently logged SMS activities do not have the "activity created by" tag assigned to it meaning it's impossible to properly track how many text are being sent by specific sales rep. Calls already have this capability and text should to for proper reporting.

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   Future Consideration  ·  AdminPaula (Group Product Manager, RingCentral) responded

   Ability to customize writeback for RingCX for hubspot digital interactions (SMS) is on our future roadmap.

9. Provide the option to associate post-call feedback directly with the individual agent.

   To have an option to link the post-call survey to the agent that was handling the call.

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10. Preserve and Display Lead Information When Transferring from Outbound Campaign to Internal Queue

    Summary
    Enable the ability to pass lead-level information from an outbound campaign when a call is transferred to an internal queue, ensuring that internal agents can view key lead details (e.g., name, date of birth, and other lead fields) during the interaction.

    Problem Statement
    When agents transfer calls from an outbound campaign to an internal queue, the lead information associated with the original outbound campaign is not consistently presented to the receiving agents. As a result, internal queue staff may not have visibility into important customer details tied to the lead record, such as name, date of birth, or other campaign-specific fields.

    This creates inefficiencies during the call, as agents may need to manually ask the caller to repeat information that is already stored in the lead record.

    Proposed Solution
    Allow lead metadata from outbound campaigns to persist during call transfers and be displayed in the agent interface when the call is routed to an internal queue. The system should pass relevant lead fields along with the call context so that receiving agents can immediately view the associated lead details.

    Business Impact

    Improves agent efficiency by reducing the need to re-collect customer information.
    Enhances customer experience by minimizing repetition during transfers.
    Preserves valuable campaign context when calls move between teams.
    Supports smoother collaboration between outbound campaign agents and internal queue staff.

    Summary
    Enable the ability to pass lead-level information from an outbound campaign when a call is transferred to an internal queue, ensuring that internal agents can view key lead details (e.g., name, date of birth, and other lead fields) during the interaction.

    Problem Statement
    When agents transfer calls from an outbound campaign to an internal queue, the lead information associated with the original outbound campaign is not consistently presented to the receiving agents. As a result, internal queue staff may not have visibility into important customer details tied to the lead record, such as name, date of birth, or other… more

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11. Next Dial Time Report in RingCX

    Summary
    Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.

    Problem Statement
    Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.

    Operational teams must manually analyze lead-level data or estimate dialing volume, which is inefficient and often inaccurate. A campaign-level forecast of expected dialing activity would significantly improve visibility and planning.

    Proposed Solution
    Create a report or analytics view that aggregates upcoming dial attempts across all leads within each campaign and forecasts the expected dialing activity for a selected timeframe (e.g., current day). The report should provide visibility into the expected number of dial attempts and the number of unique leads scheduled to be contacted.

    Business Impact

    Enables better workforce planning by forecasting dialing demand.
    Improves campaign management by providing visibility into expected dialing volume.
    Reduces manual analysis of lead-level data.
    Helps operations teams align agent staffing with projected campaign activity.

    Summary
    Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.

    Problem Statement
    Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.

    Operational… more

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12. Enhancement Request – Remove “N/A” from RingCX Reporting Filters

    Enhancement Request – Remove “N/A” from RingCX Reporting Filters

    Summary:
    • Request to remove or automatically exclude “N/A” values from RingCX Reporting filters to prevent confusion and data discrepancies during report generation and analysis.

    Description:
    • In the current RingCX reporting interface, several filter fields include an option labeled “N/A”. This value does not represent a meaningful or actionable metric but still appears in the selectable filter list. As a result, users may inadvertently include or interpret “N/A” as valid report data, which creates confusion and potential discrepancies when reviewing metrics.

    Including “N/A” in filter options can also make it more difficult for users to quickly identify relevant metrics, particularly when generating operational or performance reports.

    Proposed Enhancement:

    • Automatically remove or suppress “N/A” entries from reporting filter selections.

    • Ensure that filters only display values that correspond to valid and measurable metrics.

    • If “N/A” represents missing or non-applicable data internally, it should be handled system-side and excluded from the user-facing filter list.

    Expected Benefits:

    • Improves clarity and usability of the reporting interface.

    • Reduces the likelihood of user error when selecting filters.

    • Ensures reports are generated using only valid and relevant metric values.

    • Enhances overall data consistency and trust in reporting outputs.

    Use Case Example:
    • When selecting filters for performance or activity reports, users should only see applicable metric values. Any non-applicable entries such as “N/A” should be automatically excluded from the filter options.

    Priority/Impact:
    • Medium – Primarily a usability and data clarity improvement that reduces reporting confusion for operational users.

    Enhancement Request – Remove “N/A” from RingCX Reporting Filters

    Summary:
    • Request to remove or automatically exclude “N/A” values from RingCX Reporting filters to prevent confusion and data discrepancies during report generation and analysis.

    Description:
    • In the current RingCX reporting interface, several filter fields include an option labeled “N/A”. This value does not represent a meaningful or actionable metric but still appears in the selectable filter list. As a result, users may inadvertently include or interpret “N/A” as valid report data, which creates confusion and potential discrepancies when reviewing metrics.

    Including “N/A” in filter options can also make it… more

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13. PII Compliance within RingCX

    RingCX has the PCI compliance ability, however it does not contain the ability for PII compliance within call recordings, transcripts, or AI summaries.

    This should be a feature within RCX to begin with to meet compliance records.

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14. When the caller initiates moving from a call to a video (from within the call) on the mobile app.the transcript should automatically start.

    When the caller initiates moving from a call to a video (from within the call) on the mobile app.the transcript should automatically start. Currently it is a very cumbersome, and has to be done manually. Also, the entire transcript from the call (and the call when moved to video) should be one transcript (currently they are separate).

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15. Summarize Messages: Have a Date Range and option to summarize all

    Summarize Messages: Have a Date Range and option to summarize all.
    Right now it only sumarrize those unread message.
    Would like us to have the option to sumarize message by Date range , and option to summarize All.

    •  

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16. Business Hours Filter in RingCX Analytics

    Summary:
    - We would like to request the ability to apply filters in RingCX Analytics that limit data to business hours only, in addition to the existing date-based filters.

    Current Limitation:
    - At present, Analytics filters in RingCX can be applied based on date ranges, but there is no option to restrict reports to specific hours of the day (e.g., business operating hours). This makes it difficult to generate accurate performance reports that reflect true operational hours.

    Requested Enhancement:
    - Add a filter option that allows users to:
    - Apply reports to defined business hours (e.g., 8:00 AM – 5:00 PM).

    Select from:
    - Account-level configured business hours
    - Queue-level business hours
    - Or manually define a custom time range per report

    Option to toggle:
    - “Include 24 hours” (default behavior)
    - “Business Hours Only”

    Business Impact:

    Ensures accurate KPI reporting (e.g., SLA, ASA, Abandonment Rate)
    Prevents after-hours calls from skewing performance metrics
    Improves management reporting and workforce planning
    Reduces manual data extraction and manipulation outside the platform

    Expected Outcome:
    - Providing a business-hours filter would enhance reporting accuracy, reduce manual adjustments, and improve overall usability of RingCX Analytics.

    Summary:
    - We would like to request the ability to apply filters in RingCX Analytics that limit data to business hours only, in addition to the existing date-based filters.

    Current Limitation:
    - At present, Analytics filters in RingCX can be applied based on date ranges, but there is no option to restrict reports to specific hours of the day (e.g., business operating hours). This makes it difficult to generate accurate performance reports that reflect true operational hours.

    Requested Enhancement:
    - Add a filter option that allows users to:
    - Apply reports to defined business hours (e.g., 8:00 AM – 5:00… more

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17. RingCX Browser and Dynamics CRM integration - split audio output for calls and calls notification

    Problem:

    Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using SPOG is not an option as Customer nedds the integration with Microsoft Dynamics to work.

    Proposed Solution:

    Audio Output Configuration: Allow users to specify distinct audio devices for speech and notifications within the RingCX Browser settings and RCX Dynamics connector settings.
    Device Selection: Provide a dropdown menu or similar interface to select the desired audio devices for each category.
    Default Settings: Offer options to set default audio devices for speech and notifications, allowing users to quickly configure their preferences.

    Benefits:

    Improved Focus: Users can concentrate on calls in a multitasking environments.
    Flexibility: Users can customize their audio setup to suit their individual preferences and work environments.
    Accessibility: This feature can benefit users with hearing impairments or specific audio requirements.
    By implementing this feature, RingCX Browser and the RCX Dynamics connector can provide a more tailored and user-friendly experience, especially for users who rely on the application for frequent communication tasks.

    Problem:

    Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using… more

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18. Enable the creation of Requeue Shortcuts in RingCX for Service Cloud Voice.

    The customer wants to have the option to create requeue shortcuts in RingCX for Service Cloud Voice.

    1 vote

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19. Analytics Report for RingEX to RingCX Transfer calls

    Currently, there is limited visibility into calls that originate in RingEX and are transferred to RingCX. We would like to request the ability to generate a dedicated Analytics report (or add relevant metrics to existing reports) that specifically tracks RingEX to RingCX transfer calls.

    Business Impact:
    This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls."

    We believe this feature would significantly enhance reporting accuracy and operational transparency for organizations using both platforms.

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20. Ability to resync the Email Channel option.

    The customer is requesting for the ability to resync the Email Channel option.

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