1664 results found

1. Scheduled reports to be viewed in PDF Format

   We would like the option to receive and view scheduled reports in PDF format instead of Excel or CSV.

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2. Reporting Enhancement Request – Identification of Manually Rejected Inbound Calls

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively rejected by an agent. As current reporting does not distinguish between these outcomes, it is not possible to determine whether an agent manually rejected the call or simply did not answer before the call ended.
   As a result, call duration alone is not a reliable indicator of what occurred and cannot be used to accurately identify rejected inbound calls. This limits our ability to investigate specific incidents and accurately assess call-handling behaviour.
   To provide meaningful operational insight and support effective management reporting, a reporting capability that clearly distinguishes between missed calls and manually rejected inbound calls would be required.
   Business Benefit:
   • Improved accuracy of call-handling reporting.
   • Ability to identify and investigate manually rejected calls.
   • Enhanced agent accountability and coaching opportunities.
   • More reliable analysis of inbound call performance and customer experience.

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively… more

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3. RingCX Reporting Enhancement: Queue Wait Duration Before Callback and hh:mm Export Formatting

   Current Limitation:
   During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.

   Requested Enhancements:

   Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.

   Downloaded report duration formatting: Add an export option to display duration fields and summed totals in hh:mm format for CSV and Excel reports. Totals exceeding 24 hours should retain the full elapsed hours without resetting.

   Business Impact:
   These enhancements would help the customer assess wait times before callback requests and produce readable reports with fewer manual calculations and formatting steps.

   Expected Behavior:
   A caller who waits five minutes before requesting a callback should have a queue wait duration of 00:05:00. Exported reports should preserve the selected duration format for individual values and totals.

   Current Limitation:
   During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.

   Requested Enhancements:

   Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.

   Downloaded report duration formatting: Add an export… more

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4. Directory lookup

   The customer would like to have an option for the RingCentral IVR or Bridge Operator to use the organization's Microsoft Directory/Entra ID as the source for person lookup instead of relying solely on the native RingCentral directory.

   This functionality would allow users to search for employees directly from the Microsoft Directory when using Dial by Name or when receptionists use the Bridge Operator to locate and connect callers to employees.

   Business Impact

   Currently, organizations that maintain their employee directory primarily in Microsoft may need to maintain duplicate directory information in RingCentral. This can result in additional administrative effort and potential discrepancies between the two directories.

   Allowing the IVR and Bridge Operator to reference the Microsoft Directory would help organizations maintain a single source of employee information, reduce duplicate directory management, and make it easier for receptionists and callers to locate the correct employee.

   The customer would like to have an option for the RingCentral IVR or Bridge Operator to use the organization's Microsoft Directory/Entra ID as the source for person lookup instead of relying solely on the native RingCentral directory.

   This functionality would allow users to search for employees directly from the Microsoft Directory when using Dial by Name or when receptionists use the Bridge Operator to locate and connect callers to employees.

   Business Impact

   Currently, organizations that maintain their employee directory primarily in Microsoft may need to maintain duplicate directory information in RingCentral. This can result in additional administrative effort and potential… more

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5. Feature Request : Simplify and Clarify De-dupe List Options

   Current Behavior / Issue:

   The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

   The current options are:

   Yes, Remove duplicates found in this list
   Yes, Remove duplicates found in existing lists
   No, Retain duplicates

   The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

   Requested Enhancement:

   Simplify the option names and provide a short, easy-to-understand description directly in the UI.

   Suggested wording:

   1. Keep Existing Lead

   If the phone number already exists, don't upload the duplicate from this list.

   1. Keep New Lead

   If the phone number already exists, remove the existing lead and keep the new one.

   1. Keep Both Leads

   Keep the duplicate lead even if the phone number already exists.

   An additional example or tooltip would also be helpful:

   Example: Phone number 555-1001 already exists in the campaign. You are uploading another lead with 555-1001.

   Keep Existing Lead: Keep the original lead.
   Keep New Lead: Replace the original lead with the new lead.
   Keep Both Leads: Keep both leads.

   Expected Benefit:

   This change would make the de-duplication behavior easier to understand without requiring administrators to interpret technical descriptions or consult documentation. It would also reduce the possibility of selecting the wrong option when uploading lead lists.

   Additional Recommendation:

   Since de-duplication is based only on the phone number, the UI should explicitly state this in simple language:

   Duplicates are identified by phone number only.

   Current Behavior / Issue:

   The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

   The current options are:

   Yes, Remove duplicates found in this list
   Yes, Remove duplicates found in existing lists
   No, Retain duplicates

   The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

   Requested Enhancement:

   Simplify the option names and provide a… more

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6. Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE

   Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE .

   A pass action configuration needs to be available to allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE as these leads should be able to be re-dialed at the specified pass interval up to the max pass limit set for the campaign.

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7. ajouter un filtre permettant d'exclure de la visibilité des superviseurs certains échanges

   Objectif métier :
   Améliorer la pertinence des tableaux de supervision en masquant les conversations n’ayant reçu aucune réponse utilisateur. Cela permet d’éviter que les superviseurs soient exposés à des tâches non traitées ou non traitables, qui n’apportent pas de valeur au suivi opérationnel.

   Résultat attendu :

   Exclure les échanges dont userrepliescount = 0.
   Afficher uniquement les conversations ayant fait l’objet d’au moins une réponse utilisateur.
   Réduire le bruit dans les tableaux de bord.
   Faciliter le suivi des activités réellement engagées et améliorer l’efficacité de la supervision opérationnelle.

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8. Show agent's notes on specific call in call history

   When setting disposition, agent can leave free text notes related to that call together with AI generated summary. However, these notes are never shown in the call details under calls history. The suggestion is to show these custom notes as well.

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9. Deleting a phone book entry should delete them automatically for all queues

   At the moment, deleting an entry in the phone book page doesn't delete it from the voice queues. We are requesting that this functionality be updated. Deleting a phone book entry should delete it from all queues.

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10. Feature Request: Native Round-Robin Call Routing in RingCX

    Request:
    Add native support for round-robin call routing in RingCX.

    Current Behavior:
    RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.

    Requested Enhancement:
    Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.

    Business Impact:
    Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers with a standard routing option within RingCX.

    Use Case / Example:
    If Agents A, B, and C are available, calls would be distributed as follows:

    Call 1 → Agent A
    Call 2 → Agent B
    Call 3 → Agent C
    Call 4 → Agent A
    Call 5 → Agent B
    Call 6 → Agent C

    The routing should continue cycling through the available agents/destinations while accounting for agent availability.

    Requested Outcome:
    Add a configurable Round-Robin routing strategy as a native RingCX routing option.

    Request:
    Add native support for round-robin call routing in RingCX.

    Current Behavior:
    RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.

    Requested Enhancement:
    Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.

    Business Impact:
    Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers… more

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11. Geo IP Access Control for RingCX

    Geo IP Access Control for RingCX
    The customer wanted to know the list of GEO IP access for the Ring RingCX platform.

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12. Add Audit Trail Reporting for Agent Session Queue Selections in RingCX

    We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.

    Business Use Case / Impact:
    Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for a call (e.g., an agent is assigned 5 queues but only enables 2). Providing an audit log for agent session updates will ensure agent accountability, streamline IT troubleshooting for queue routing issues, and prevent missed calls.

    We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.

    Business Use Case / Impact:
    Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for… more

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13. Restore Historical Dashboard Report Scheduling

    Product:
    RingCX – Historical Dashboard / Analytics

    Request:
    Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

    Current Behavior:
    The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

    Expected Behavior:
    Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

    Suggested Scheduling Options:

    Daily
    Weekly
    Monthly
    Selected days of the week
    Configurable time and timezone
    Recipient email addresses
    Report format, where applicable
    Ability to enable, edit, pause, or remove an existing schedule

    Business Impact:
    The Historical Dashboard is frequently used by supervisors, managers, and administrators to monitor contact center performance and share operational metrics with stakeholders.

    Without scheduling functionality, users must manually access the Historical Dashboard, generate the required report, and distribute the information. This adds repetitive administrative work and makes it more difficult to provide consistent daily or weekly reporting.

    Restoring the Schedule option would allow organizations to automate recurring operational reports and ensure that supervisors and management receive the required information without manual intervention.

    Use Case:
    A contact center manager needs to receive a Historical Dashboard report every morning containing the previous day's agent and contact center performance metrics.

    With scheduling enabled, the manager could configure the report once and have it automatically generated and delivered at the desired time each day.

    Requested Enhancement:
    Restore the Historical Dashboard Report Schedule functionality and provide a scheduling interface comparable to the scheduling capability available for other RingCX reporting features.

    Product:
    RingCX – Historical Dashboard / Analytics

    Request:
    Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

    Current Behavior:
    The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

    Expected Behavior:
    Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

    Suggested Scheduling Options:

    Daily
    Weekly
    Monthly
    Selected days of the week
    Configurable time and timezone
    Recipient email addresses… more

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14. Disable access in RingCentral app while keeping access in RingCX Agent

    Customer would like to restrict a user's access in the RingCentral app while being able to use RingCX Agent.

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15. Bulk Deletion of Unread Digital SMS and Email Notifications for Unread Messages

    Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications

    Product: RingCX

    Feature Category: Digital Channels / SMS Messaging

    Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.

    Requested Enhancements:

    1. Bulk Deletion of Unread Digital SMS Messages

    Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one at a time.

    Benefit:

    Reduces administrative effort and time spent managing message queues.
    Improves inbox cleanliness and organization.
    Helps teams efficiently remove spam, test messages, or obsolete conversations.

    Suggested Functionality:

    Multi-select checkbox for unread SMS conversations.
    "Delete Selected" action for bulk operations.
    Role-based permissions to control who can perform bulk deletions.
    Confirmation prompt before deletion to prevent accidental removal.
    2. Email Notifications for Unread Digital SMS Messages

    Provide the ability to send automated email notifications when digital SMS messages remain unread for a configurable period of time.

    Benefit:

    Helps prevent missed customer communications.
    Improves response times and customer satisfaction.
    Provides additional visibility for supervisors and agents responsible for digital channels.

    Suggested Functionality:

    Configurable notification thresholds (e.g., 5, 10, 15, 30, or 60 minutes).
    Notifications sent to assigned agents, supervisors, or designated distribution lists.
    Option for recurring reminders until the message is read or addressed.
    Include key details in the notification, such as:
    Customer phone number
    Queue or inbox name
    Time message was received
    Direct link to the conversation

    Expected Outcome: These enhancements would improve operational efficiency, reduce the likelihood of missed customer messages, and provide better oversight of digital SMS interactions within the RingCX platform.

    Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications

    Product: RingCX

    Feature Category: Digital Channels / SMS Messaging

    Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.

    Requested Enhancements:

    1. Bulk Deletion of Unread Digital SMS Messages

    Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one… more

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16. Allow multiple dispositions per interaction

    The customer would like to know if more than one agent disposition can be recorded against a single voice interaction. Based on RingCentral's own support documentation, our understanding is that RingCX currently supports exactly one agent disposition per interaction, entered via the RingCX agent interface (standalone or embedded in the RingCentral app). We'd like to confirm two things:

    1. Is it currently possible — natively, or via any supported configuration — to record more than one agent disposition on the same voice interaction? If not, is multi-disposition support on the public roadmap?

    2. If multiple dispositions per interaction isn't supported, what does RingCentral recommend for capturing a secondary outcome on the same call?

    The customer would like to know if more than one agent disposition can be recorded against a single voice interaction. Based on RingCentral's own support documentation, our understanding is that RingCX currently supports exactly one agent disposition per interaction, entered via the RingCX agent interface (standalone or embedded in the RingCentral app). We'd like to confirm two things:

    1. Is it currently possible — natively, or via any supported configuration — to record more than one agent disposition on the same voice interaction? If not, is multi-disposition support on the public roadmap?

    2. If multiple dispositions per interaction isn't supported, what does… more

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17. Digital Routing "Longest Idle" should not treat an agent actively on a voice call as more idle than a truly available agent

    When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.

    The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp both when they start and when they finish.

    This creates an inconsistency: an agent who is currently on an active voice call still shows an old "last activity" timestamp from before the call began, making them look like they've been idle longer than they actually have. Meanwhile, an agent who just finished a digital interaction is marked as recently active. As a result, the routing engine can select the agent who is busy on a voice call over an agent who is genuinely free, simply because the busy agent's stale timestamp makes them appear to be the "longest idle" option.

    Requested enhancement — either of the following would address this:

    Update the idle/recency timestamp for voice interactions when the interaction begins (not only when it ends), so it reflects real-time availability the same way digital interactions already do; or
    Provide an admin-configurable setting, at the account or queue level, for how "idle" is measured for routing purposes — for example: recency across all channels combined, channel-specific recency, or excluding any agent currently engaged in any interaction from being considered "idle" at all, regardless of timestamp.

    This would prevent new digital interactions from being routed to agents who are actively on a call while other agents are genuinely available, improving routing accuracy and customer response times in queues where concurrent voice and digital interaction handling is enabled.

    When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.

    The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp… more

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18. repartitions interactions

    Bonjour,
    il faudrait que la répartition des interactions numérique prenne en compte le nombre d'interactions déja attribué.
    Ex
    agent 1 : 3 interactions sur la journée
    Agent 2 : 0
    agent 3 : 1
    Nouvelle intercation attribué a l'agent 2 .
    Mais si 2 interactions arrivent privilégier la répartition par agent
    1 pour l'agent 2 et une pour l'agent 3 .
    La répartition doit prendre en compte le temps de connexion.
    Un agent qui commence plus tard ne doit pas rattrapé les autres.
    Il se peut que tous les agents ne commencent pas en meme temps .
    lors de la connexion d'un nouvel agent (temps de connexion à zero) il faut que le calcul de la répartition reparte à 0 pour ne pas le charger

    Bonjour,
    il faudrait que la répartition des interactions numérique prenne en compte le nombre d'interactions déja attribué.
    Ex
    agent 1 : 3 interactions sur la journée
    Agent 2 : 0
    agent 3 : 1
    Nouvelle intercation attribué a l'agent 2 .
    Mais si 2 interactions arrivent privilégier la répartition par agent
    1 pour l'agent 2 et une pour l'agent 3 .
    La répartition doit prendre en compte le temps de connexion.
    Un agent qui commence plus tard ne doit pas rattrapé les autres.
    Il se peut que tous les agents ne commencent pas en meme temps .
    lors de la… more

    14 votes

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19. Need a native feature equivalent to Amazon Connect’s flow resumption capability

    This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.

    Key summary points:

    The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.

    The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.

    The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using third-party PCI-compliant payment gateways, or consulting external specialists.

    The Ask: Build this feature natively, or publish official documentation if a technical workaround already exists.

    This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.

    Key summary points:

    The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.

    The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.

    The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using… more

    1 vote

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20. Option to Disable Email Hover/Preview Popups in Engage Digital / Contact Center

    Use Case / Problem:
    When agents navigate through incoming interactions (such as email queues), hovering over an item triggers a large preview popup overlay. In high-volume environments, this pop-up often obstructs other interface elements, creates visual clutter, and can slow down agent navigation when moving the cursor across multiple queue items.

    Proposed Solution:
    Add a user setting or administrator toggle option within the interface settings to disable hover previews (or set a delay).

    Option A: A simple toggle switch in user preferences: "Enable email hover previews [On / Off]".

    Option B: Require an explicit click on the interaction card to view message details rather than triggering on hover.

    Business Value / Impact:

    Improved Agent Productivity: Eliminates accidental visual obstruction while moving the mouse across items.

    Cleaner UI Experience: Allows agents who prefer a streamlined interface to focus on explicit clicks rather than unintended pop-ups.

    Reduced Friction: Prevents lag or interface clutter on smaller screens or high-density interaction lists.

    Use Case / Problem:
    When agents navigate through incoming interactions (such as email queues), hovering over an item triggers a large preview popup overlay. In high-volume environments, this pop-up often obstructs other interface elements, creates visual clutter, and can slow down agent navigation when moving the cursor across multiple queue items.

    Proposed Solution:
    Add a user setting or administrator toggle option within the interface settings to disable hover previews (or set a delay).

    Option A: A simple toggle switch in user preferences: "Enable email hover previews [On / Off]".

    Option B: Require an explicit click on the interaction card to… more

    2 votes

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