1362 results found

1. Allow Agents to Handle Multiple Calls Simultaneously

   We would like to request for a feature that allow agents to handle multiple calls simultaneously.

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2. Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign

   currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID

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3. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

   Impact on Customer Experience (CX)
   * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
   * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

   Operational & Workforce Management Impact
   * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
   * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

   Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
   1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
   2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

   It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX… more

   6 votes

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4. Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX

   *Summary

   Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

   *Problem Statement

   During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

   *Proposed Capability

   Implement call-state–aware Caller ID logic that functions uniformly across RingCX and RingEX:

   • Internal Calls/ Consultation / Warm Transfer phase
   Caller ID = Originating agent’s extension

   • Transfer completed / Call taken over
   Caller ID = Customer’s DID

   *Scope

   In Scope

   • Warm transfers and consult calls originating from RingCX

   • Transfers and consultations targeting:

   RingCX agents

   RingEX users

   • All client and device types:

   RingCX Native ringcx.ringcentral.com

   SPOG

   Deskphones connected to RingCX/EX

   • Automatic Caller ID transition based on call state

   Out of Scope

   • Cold transfers

   • External PSTN Caller ID behavior outside post-transfer state

   Functional Requirements

   1. During a warm transfer or consultation, the displayed Caller ID must be the originating agent’s extension.

   2. Once the call is transferred, taken over, or bridged, the Caller ID must switch to the customer’s DID.

   3. No queue number, site number, or system-generated identifier may be presented at any stage.

   4. Behavior must be consistent regardless of whether the transfer target is RingCX or RingEX.

   5. No per-agent, per-user, or per-device configuration should be required.

   Acceptance Criteria

   • Receiving RingCX agents and RingEX users see the originating agent’s extension during consultation.

   • Upon transfer completion or takeover, the customer’s DID is displayed.

   • Caller ID transitions occur seamlessly without re-ringing, call drops, or UI inconsistencies.

   • Deskphones reflect identical behavior to soft clients.

   • Existing external Caller ID behavior remains unchanged.

   Business Value

   • Ensures consistent internal caller identification across RingCX and RingEX

   • Improves agent collaboration during consultations

   • Preserves customer context at the moment of handoff

   • Aligns with standard enterprise call transfer expectations

   Priority

   • High, especially for hybrid RingCX–RingEX deployments

   *Summary

   Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

   *Problem Statement

   During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

   *Proposed Capability

   Implement call-state–aware Caller ID… more

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5. RingCX Admin - Add the ability to select a range of agents with Shift+Click

   If I want to bulk edit agents in RingCX Admin, I have to click the checkbox next to their name one by one.
   Editing 50 agents takes 50 clicks.

   I am aware we can edit all users in a group simultaneously with the checkbox next to the group name. I would like to be able to select a checkbox, hold shift, then click a box below to select all of those agents in the range.

   It should only select the range of boxes since the previous checked box.
   For example, I have 100 users I need to edit who are in the same group but there are 10 agents in the middle that I don't want to edit.

   I should be able to click the first agent, hold shift, then click agent #40 to select the first 40 people. I would skip agents #41-50, then click the box next to agent #51, hold shift, and click agent #100 to select the rest.

   If I want to bulk edit agents in RingCX Admin, I have to click the checkbox next to their name one by one.
   Editing 50 agents takes 50 clicks.

   I am aware we can edit all users in a group simultaneously with the checkbox next to the group name. I would like to be able to select a checkbox, hold shift, then click a box below to select all of those agents in the range.

   It should only select the range of boxes since the previous checked box.
   For example, I have 100 users I need to edit who are… more

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6. RingCX - Display User Extension Number When Transferring to RingCX OR RingEX

   If a CX agent takes a voice queue call from number 333-444-3344,
   When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

   We want them to see the name of the agent who is trying to transfer to them.
   Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX to EX will just show the main outbound caller ID of the account, so no one in EX knows who's calling since it just says the name of our company when it's ringing them from CX.

   If a CX agent takes a voice queue call from number 333-444-3344,
   When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

   We want them to see the name of the agent who is trying to transfer to them.
   Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX… more

   6 votes

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7. Identify percentage of RingCX calls that are recorded

   Need a way to query data to identify what % of calls are recorded.

   3 votes

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8. Enhanced Case Logging Experience with Rich Text Formatting and Multi-Party Communication

   Requested Enhancements:
   Rich Text / Formatting Support
   Allow basic formatting in case descriptions and replies, including:
   Bullet points and numbered lists
   Paragraph spacing
   Bold / italics / headings
   Inline code or monospaced text (where relevant)

   This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.

   Ability to Add External or Internal Parties to the Case Thread
   Enable customers to:
   Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
   CC or notify relevant stakeholders without forwarding emails manually
   Maintain a single, auditable communication trail within the case
   Improved Communication Chain Visibility
   Ensure all replies, updates, and attachments are:
   Clearly timestamped
   Attributed to the correct participant
   Easy to follow as a conversation thread

   Business Impact; these improvements would:
   Reduce misunderstandings and follow-up clarification cycles
   Improve case resolution time
   Support more effective collaboration between customer teams, RingCentral Support, and Solution Engineers
   Provide clearer documentation for complex or ongoing issues
   For customers managing enterprise-level deployments and cross-functional teams, these enhancements would materially improve the overall support experience.

   Ideally, the comment box should also expand.

   Requested Enhancements:
   Rich Text / Formatting Support
   Allow basic formatting in case descriptions and replies, including:
   Bullet points and numbered lists
   Paragraph spacing
   Bold / italics / headings
   Inline code or monospaced text (where relevant)

   This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.

   Ability to Add External or Internal Parties to the Case Thread
   Enable customers to:
   Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
   CC or notify relevant stakeholders without forwarding emails manually
   Maintain a single, auditable communication trail within the case
   Improved Communication Chain Visibility
   Ensure… more

   2 votes

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9. CSAT Filters

   CSAT filters should include a filter for: Individual or multiple Call Queue(s) and or Individual Agents

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10. Recording from RingCX should be assigned to the agent who answered the call

    For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.

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11. MMS

    Enable RingCX users to send or receive MMS messages directly within the platform.

    3 votes

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12. Interaction Search

    Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.

    4 votes

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13. RCX/REX Zendesk parity

    The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.

    The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open or what they are working on at the moment.

    The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.

    The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open… more

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14. Requeue Shorcuts Searchable

    When an agent goes to requeue a call they get a list of queues available. While there is a search field at the top to type in the name of the queue you are looking for it does not actually perform a search. The agent must scroll down through the list of queues find the one they are looking for. In order to improve agent efficiencies making this truly searchable would be greatly beneficial.

    14 votes

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15. Engage Digital - Email Channel Automatic Identity Update

    We have shared email addresses that we have a subset of customers utilize that lead to a channel in Engage Digital and the Engage Digital system will seemingly randomly update the identity in the system associated with the reply\sender address to show either a random customer company name or information from spam message that come into the channel instead of keeping the name of the channel as the associated identity. This can lead to confusion with our agent population of which customer they are servicing or sometimes show information that is no related to the customers at all. We opened a ticket for a defect investigation with RC Support (29148981) and they pointed us to opening an idea here to address this topic. The screenshot below shows that the identity name in the channel updated to "Fellowship of Catholic University Students" as the channel identity when that is not a customer we service in the channel as an example. My idea is that the identity associated with an email channels "Sender Email" address would always be the name of the channel within Engage Digital. I have attached two screenshots of two different threads in the same channel with different identity names to illustrate this (customer information blacked out).

    We have shared email addresses that we have a subset of customers utilize that lead to a channel in Engage Digital and the Engage Digital system will seemingly randomly update the identity in the system associated with the reply\sender address to show either a random customer company name or information from spam message that come into the channel instead of keeping the name of the channel as the associated identity. This can lead to confusion with our agent population of which customer they are servicing or sometimes show information that is no related to the customers at all. We opened… more

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16. ability to view where the audio file is being used in ringcx

    Customer would like a feature where they could easily know where the audio file is being used if they have multiple workflow and voice queue

    2 votes

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17. ms team apps Reports

    Reports to show who has the ms teams app installed, who is signed into the ms team app, users picking up the calls from ms teams

    1 vote

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18. superview what tier the rep is in for the line of business.

    Can we get in the superview what tier the rep is in for the line of business.

    So if they are in tier 1 in auto when they answer a uto call it would say tier 1. if they are in tier 2 homes if they answer a auto call it would say tier 2 and so on?

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19. Warm Transfer Calls From RingEX USers to RingCX Agents

    To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.

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20. Allow room license to be assigned to a user extension

    customer wants to assign a room license to a user extnesion.

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