1443 results found
-
Admins do not have access to users' AI notes or transcripts.
current limitation with AI notes and transcripts is that, while we store them securely and do not share them externally, Admins do not have access to users' AI notes or transcripts.
6 votes -
Add Digital Interaction Details Report with Media/Attached Files
We are requesting a report for Digital Interactions (such as chat, SMS, email) that gives us a full view of the details of the interaction, which includes transcripts, media, and other attachments.
1 vote -
Ability to Customize AI Compliance Prompts
Summary:
Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.Current Behavior:
At present, AI compliance prompts can only be enabled or disabled via:
Admin → Settings → Accounts → Compliance PromptsThe available prompts include:
Recording Announcement
AI Quality Management Announcement
AI Processing AnnouncementThere is no option to modify or customize the content of these prompts.
Problem Statement:
Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:Misalignment with local legal wording requirements
Inconsistent customer…2 votes -
Dispositions-based Purge Management
Dispositions are not attached to messages, conversations, or threads in the same way as categories were in Engage Digital. As a result, it is currently not possible to apply retention or purge rules based on Dispositions.
We would therefore like to submit an evolution request to enable the ability to:Use Dispositions as criteria for data retention and purge policies
Apply selective purges based on specific Dispositions, similarly to what was previously possible with Engage Digital categoriesThis evolution is critical to ensure:
Compliance with data retention requirements
Operational continuity compared to Engage Digital
Better control over data lifecycle management…1 vote -
Disposition for manual outbound calls
Please add the option to add dispositions to manual outbound calls where "default" is selected on the "queue" dropdown
2 votes -
AI Notes & Transcript data retention policy
We would like to have a separate data retention policy for AI Notes & Transcripts
3 votes -
RCX AGENT DIALPAD
RCX Agent Dialpad should be added on Agent Tab in RingCentral App.
This means that the Dialer/Dialpad within RingCX Tab has RingCX CallerID's by default and will have no option to use RingEX lines as OB Caller ID. This will enhance and minimize agent errors when making an outbound call.11 votes -
Bring the application to foreground when agent script is configured for the queue or campaign
Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.
Requirement:
The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.4 votes -
Hold timer ringback
Request to add the following feature, "Hold Timer Ringback"
Feature that automatically rings the agent’s phone or forces the call to pop back into an active state after a set duration defined in the admin portal.
6 votes -
Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard
I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.
There is currently no way to back-up/restore a realtime dashboard/wallboard.
Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)
Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.
9 votes -
RingCX for ServiceNow - ability to customize data mapping for the log call fields
Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.
2 votes -
Ability to Configure Security and Operational Settings Per Agent (Not Limited to Agent Role)
Summary:
Request to reintroduce or add the ability to configure Security and operational settings (e.g., Call Control, Transfer Options, Real-Time Reporting) at the individual agent level instead of being restricted to Agent Role configuration.Current Behavior:
Following a recent update, settings such as Call Control, Transfer Options, and Real-Time Reporting are now managed exclusively under Agent Roles. Individual agent-level configuration for these options is no longer available.Problem:
Managing these settings only at the Agent Role level reduces flexibility and creates limitations for customers who require exceptions or custom configurations per agent.Common challenges include:
Inability to customize settings for…
1 vote -
ring CX call id
When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex
1 vote -
Restore configurable “Enter key = line break” behavior in message editor
Context In the previous solution Engage Digital, it was possible to activate an option in settings allowing advisors to create a new line by pressing “Enter” directly when writing messages. This significantly improved writing comfort and reduced errors. In RingCX, this option is no longer available (or not visible). Issue Advisors must now use “Shift + Enter” for every line break. As a result: Line breaks are frequently forgotten Messages are sent incomplete or poorly formatted to customers
1 vote -
Follow-up Button Toggle in Role Management
In ACE, I would like agents to have access to the Follow‑up button. Our call center is a commission‑based sales organization with managers, but as a best practice, agents should be sending follow‑up emails themselves. When an agent reviews their call to write a follow‑up, it would be valuable to have a strong starting‑point option available.
Would it be possible to add a role management option—such as “Show Follow‑up Button”—that can be enabled or disabled? This would allow call centers that want agents to use follow‑ups to turn it on, while giving others the flexibility to keep it disabled.
1 vote -
Block Phone Numbers in RingCX and RingEX
The ability to block a phone number on just one platform. RingCX and RingEX. We’re looking for the easiest way to manage this, as blocking a number currently affects all our queues.
1 vote -
Audit Log improvements
FEATURE REQUEST. In the Audit log, update the User ID and Element ID to be dropdowns to select the specific admin, queue or campaigns. Element already has some of these dropdowns. Or alternately, add the info icon to explain what needs to be included in those field.
Also the ability to export the audit log for easier review.
1 vote -
RingCX / Disposition visibility in conversations
In Engage Digital, when an agent closed a chat and selected a Post-Qualification, the value was displayed directly under each conversation bubble, providing immediate visual context.
In RingCX, agents correctly select a Disposition when closing a chat, but this information is no longer visible in the conversation view.1 vote -
Add “Average Handling Time” column to Real-time Agent view
Add a new column “Average Handling Time” in the Real-time Agent view.
This column should display, for each connected agent:The average handling time of interactions
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)2 votes -
Expose “Team” field in exports and statistics in RingCX
The Team field is correctly configured and populated at agent level in RingCX.
This field is a key structuring attribute used to:Distinguish different contact centers
Identify multiple teams within the same contact centerIt is essential for operational reporting and performance analysis.
1 vote
- Don't see your idea?