1446 results found
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Need the ability to prioritize voice interactions over digital
Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.
This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.
Business Requirement
Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the…
3 votes -
option to assign direct number to agents
It would be helpful to assign a direct number to agents in RingCx. Since RingCX customers would mainly use RIngCX instead of EX. So they would like an option to assign the direct number of agents from EX to CX as well to have SMS capabilities for the numbers being assigned in RingCX Agents
1 vote -
RingCX Historical Dashboard Export to PDF
Description:
It would be highly beneficial to have the Ability to Export RingCX Historical Dashboard that would fit or resize the contents to show all data within a single page. Currently the system renders the dashboard at its native, on-screen layout and does not automatically resize or fit-to-page. When a dashboard's visualization is wider or taller than a standard document page, the content will unfortunately be clipped in the exported PDF rather than scaled down to fit.Use Case:
The ability to control the export to PDF for a quick overview at a glance instead of downloading the excel or…2 votes -
audio library language edits
Ability to edit the language setting of audio files in the Audio Library. Currently the edit function only allows editing the filename.
1 vote -
Export Custom Lead Fields as Individual Columns in Lead List Reports
Description:
Currently, when exporting a Lead List that contains multiple custom lead fields, all custom fields are consolidated into a single column labeled extra_data.This structure makes it difficult to analyze, filter, and use the exported data effectively in external tools such as spreadsheets, reporting dashboards, or CRM integrations.
Proposed Enhancement:
Modify the export functionality so that each custom lead field is exported as its own individual column, rather than being grouped into a single extra_data field.For example:
Custom Field 1 → Column: Custom Field 1
Custom Field 2 → Column: Custom Field 2
Custom Field 3 → Column:…1 vote -
Preserve User-Entered Date Format in Lead Custom Fields
Currently, when a user inputs a date into a Lead Custom Field within the Lead List, the system automatically converts the value into a timestamp format (e.g. 2026-05-27T00:00:00.000-0400).
This behavior makes it difficult for users to read and interpret date values directly in the Lead List and related views.
Proposed Enhancement:
Allow the system to retain and display the actual date format entered by the user in the Lead List, instead of converting it into a timestamp format.Alternatively, provide a configuration option to control whether dates should be displayed in:
- User-entered format, or
- System timestamp format
Business Impact /…
1 vote -
Ability to control the start and end times for Callbacks generated from Inbound Queues
Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.
7 votes -
Ability to Send RingCX Queue Calls to Voicemail When Declined
Description:
In RingCX, agents currently do not have the ability to send inbound queue calls directly to voicemail when declining or ignoring the call.Current Behavior:
Direct extension calls behave like RingEX and can be declined to route to personal voicemail.
However, inbound queue calls cannot be sent to voicemail.
When an agent declines a queue call, it triggers RONA (Ring No Answer) and the call is routed to the next available agent in the queue.Limitation:
There is no option for agents to redirect a queue call to voicemail upon decline. This limits flexibility for handling situations where agents…1 vote -
Include agents with 0 result/count
Currently, the reporting system omits agents who have zero interaction counts when filters or metrics are applied. Please add a feature that lets admins include all agents in filtered reports—regardless of activity, with a '0' or blank placeholder so that we can see the full team's performance.
2 votes -
Add RNA as a configurable Wallboard/RT Dashboard Metric
We would like the ability to configure a routing rule using calls categorized as RNAs.
For example, we are attempting to separate out calls that were abandoned (by caller) but also routed to an agent that did not answer resulting in an RNA.
This would help understand, in real time, customers that may need to be called back due to an agent missing a legitimate client call.
1 vote -
Dedicated call recording prompt for inbound and outbound calling
Dedicated call recording prompt for inbound and outbound calling. Currently, the account settings does not allow you to change the prompt only for inbound or outbound calls only. Please give us the option to set a separate prompt for inbound and outbound calls.
1 vote -
generate number of call on each direct number of call queue
on the call queue, we have 2 direct numbers, we want to generate a report like how many number of calls came in on each of those direct number, because only option here is for the whole call queue.
1 vote -
Report
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
2 votes -
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
1 vote -
Add “Average waiting Time” column to Real-time Agent view
Add a new column “Average waiting Time” in the Real-time Agent view.
This column should display, for each connected agent:The average waiting time of client
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)1 vote -
Add the Polish language (audio CALLBACK)
Add Polish to callback audio messages to enhance the experience for Polish-speaking users by improving message comprehension and the quality of the customer journey in a multilingual context.
4 votes -
Coaching insight in ACE
The ability to automatically notify agents via email on a weekly or monthly basis regarding their coaching insight in ACE.
5 votes -
Improve AI/IVR Case Creation Logic to Prevent Duplicate or Incorrect Support Cases
Idea Description
Currently, the AI-assisted IVR case creation system when calling RingCentral support may incorrectly generate new support cases when customers call to follow up on an existing case. In some situations, the system also associates the case with the wrong account or contact, causing confusion for customers who receive case notifications for issues they did not open.
Example Scenario:
A customer called RingCentral Support to follow up on an existing open case related to another account. Instead of linking the interaction to the active case, the AI system automatically created a new support case under a different account and…
2 votes -
ability to transfer agent assignment in RingCx
Customers / admins should have the ability to reassign agent group assignment in RingCx. This would be more helpful since not all company have stable agents. Some are multi trained and being moved to different groups.
1 vote -
In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out
It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.
5 votes
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