1664 results found

1. Digital Email Routing After Hours with Automated Holding and Release at Business Opening

   Overview

   Client requires emails received after hours to remain held until the relevant community’s next business opening. Because agents support multiple communities across different time zones, delivery must follow each community’s operating schedule independently of when agents log in. This process should run automatically without manual changes to agent queue assignments.

   Current Limitations:

   Early delivery: Previously queued emails may be offered when an agent becomes available, even if the community’s business hours have not started.

   Fixed waiting periods: A holding-queue timer measures elapsed time from each email’s arrival rather than releasing it at the next business opening. Emails arriving shortly before opening may therefore remain delayed unnecessarily.

   Different operating schedules: A single waiting period cannot reliably accommodate time zones, weekend hours, and community-specific exceptions.

   Manual intervention: Administrators or agents must manage queue participation to prevent premature delivery, creating additional workload and inconsistent handling.

   Proposed Enhancement:

   Introduce automatic after-hours holding and release based on each digital queue’s configured business schedule.

   The enhancement should:

   -Hold pending emails while the associated community’s queue is closed.
   -Make held emails eligible for normal routing when that queue opens, regardless of when they arrived.
   -Prevent agent login or availability from triggering delivery before opening.
   -Respect each queue’s time zone, weekend schedule, and configured exceptions.
   -Preserve community identification and interaction history.
   -Exclude closed-hours waiting from relevant speed-to-lead calculations while retaining separate after-hours volume reporting.

   For example, an email received one hour before a community opens should become eligible for delivery at opening, without an additional fixed waiting period.

   Overview

   Client requires emails received after hours to remain held until the relevant community’s next business opening. Because agents support multiple communities across different time zones, delivery must follow each community’s operating schedule independently of when agents log in. This process should run automatically without manual changes to agent queue assignments.

   Current Limitations:

   Early delivery: Previously queued emails may be offered when an agent becomes available, even if the community’s business hours have not started.

   Fixed waiting periods: A holding-queue timer measures elapsed time from each email’s arrival rather than releasing it at the next business opening. Emails arriving shortly… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Update agent state

   Current Behavior:

   When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."

   Expected Behavior:

   The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.

   Business Value:

   Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain sufficient staffing levels and reducing unnecessary idle time.

   Reduced Call Handling Delays – Prevents agents from remaining stuck in "Pending-Disp", allowing them to receive the next call sooner.

   Better Queue Performance – Helps maintain the appropriate number of available agents, which can reduce customer wait times and improve service levels.

   Better Customer Experience – Keeping more agents available can help reduce queue wait times and potential abandoned calls.

   Current Behavior:

   When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."

   Expected Behavior:

   The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.

   Business Value:

   Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Allow RingCX Call Recording to Begin at the Onset of Talk Time

   Product:
   RingCentral RingCX

   Feature Area:
   Call Recording

   Request Type:
   Product Enhancement / Feature Request

   Background:

   RingCX currently requires approximately 5 seconds of talk time before a call recording is initiated. As a result, interactions where the connected talk time is less than 5 seconds do not generate a call recording.

   While this behavior is currently expected, it can result in legitimate portions of a customer interaction not being captured. For example, an agent may answer a call and exchange a brief statement with the customer before the interaction ends. If the talk time is less than the recording threshold, no recording is available for review.

   Requested Enhancement:

   Provide an option for RingCX call recording to begin recording immediately at the onset of connected talk time, without requiring the interaction to reach a minimum 5-second talk-time threshold.

   Ideally, this should be configurable at the account, campaign, queue, or recording-policy level, allowing administrators to determine whether recordings should:

   Start immediately when talk time begins; or
   Continue using the existing minimum recording threshold.

   Business Justification:

   Capturing the complete conversation from the beginning of talk time would provide a more complete record of customer interactions, including very short calls.

   This would be particularly useful for:

   Very short customer interactions
   Calls where the customer or agent speaks for only a few seconds
   Quality assurance and compliance reviews
   Investigating disputed or unexpected call outcomes
   Reviewing calls classified as dead air, wrong number, abandoned, or junk calls
   Troubleshooting call-routing and agent experience issues

   Example Scenario:

   An agent answers a customer call and the customer says a brief statement before disconnecting. The total connected talk time is approximately 2–3 seconds.

   Current behavior:

   Talk time: 2–3 seconds
   Recording threshold: 5 seconds
   Result: No recording is generated

   Product:
   RingCentral RingCX

   Feature Area:
   Call Recording

   Request Type:
   Product Enhancement / Feature Request

   Background:

   RingCX currently requires approximately 5 seconds of talk time before a call recording is initiated. As a result, interactions where the connected talk time is less than 5 seconds do not generate a call recording.

   While this behavior is currently expected, it can result in legitimate portions of a customer interaction not being captured. For example, an agent may answer a call and exchange a brief statement with the customer before the interaction ends. If the talk time is less than the recording threshold, no… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Offer post-call disposition

   Current Behavior:

   When agents make outbound calls and the call is intercepted, automatically dropped, or the number is out of service, their status automatically changes back to “Available.” This can cause issues when multiple calls are waiting in the queue, as agents may immediately receive a new call even though they just finished handling the previous one.

   Expected Behavior:

   When an outbound call is classified as “Intercepted,” automatically dropped, or the number is out of service, RingCX should provide the post-call disposition option and allow agents to select their next agent state instead of automatically returning to “Available.”

   Possible Business Values

   Improved Agent Availability Control – Lets agents select the appropriate post-call state instead of automatically returning to Available after an intercepted, dropped, or out-of-service call.

   Prevents Unintended Calls – Reduces the likelihood of agents immediately receiving another inbound call when they have just completed an outbound attempt and still need time to document the interaction or perform follow-up work.

   Better Queue Management – Helps prevent unnecessary calls from being routed to agents who are not actually ready to handle another interaction, particularly when there is a high volume of calls waiting in the queue.

   Improved Agent Productivity – Gives agents the ability to properly disposition unsuccessful outbound attempts and select the appropriate next state, reducing the need to manually change their status immediately afterward.

   Improved Customer Experience – Helps ensure agents are genuinely ready before receiving another customer interaction, reducing situations where an agent is unexpectedly presented with a new call immediately after an unsuccessful outbound attempt.

   Current Behavior:

   When agents make outbound calls and the call is intercepted, automatically dropped, or the number is out of service, their status automatically changes back to “Available.” This can cause issues when multiple calls are waiting in the queue, as agents may immediately receive a new call even though they just finished handling the previous one.

   Expected Behavior:

   When an outbound call is classified as “Intercepted,” automatically dropped, or the number is out of service, RingCX should provide the post-call disposition option and allow agents to select their next agent state instead of automatically returning to “Available.”

   Possible Business… more

   4 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. Change Network Error notification to reflect more detail

   At times there may be a "Network Error" that shows while an agent is working within their Agent tab in the RC for Desktop app.

   If there is a network disconnection, instead of just seeing a general "Network Error" message it would be ideal to see what is causing the network connection.

   For example; "Temporary loss of connection to local network, reconnecting."- For a blip in connectivity lasting less than a second.
   "Significant loss of connection to local network, attempting to reconnect."- For complete connection loss, resulting longer than 2 seconds.

   Additionally, it would be helpful if the specific reason for the error could be logged, such as inactivity or a specific domain the app is trying to communicate across where it is blocked/not whitelisted on the customer side.

   Because this is not in place, it creates the need to submit feedback logs through the RC for desktop app and call support to retrieve. This can cause delays in understanding what exactly caused the network disconnection as it can often be found in some form within the RC for Desktop app logs.

   At times there may be a "Network Error" that shows while an agent is working within their Agent tab in the RC for Desktop app.

   If there is a network disconnection, instead of just seeing a general "Network Error" message it would be ideal to see what is causing the network connection.

   For example; "Temporary loss of connection to local network, reconnecting."- For a blip in connectivity lasting less than a second.
   "Significant loss of connection to local network, attempting to reconnect."- For complete connection loss, resulting longer than 2 seconds.

   Additionally, it would be helpful if the specific reason… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Engage Digital -Ability to change the language settings in the user interface

   Currently you can only change the language from the admin but not on the user interface

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Prevent Unexpected Session Interruptions when accessing voicemail notification links

   Feature Request: Prevent Unexpected Session Interruptions

   Please enhance session handling to prevent active agent sessions from being unexpectedly interrupted when accessing voicemail links. Interruptions can disrupt ongoing work, cause agents to lose progress or context, and result in an inconsistent user experience.

   Ideally, sessions should remain active while work is in progress or provide a clear warning and recovery mechanism before timing out. This enhancement would help agents complete tasks more reliably and provide users with a smoother experience.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000

   Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.

   Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.

   Requested Enhancement:

   Increase the Historical Report result size limit beyond:
   80,000 rows
   80,000 columns
   80,000,000 cells
   Allow larger datasets to be displayed and processed directly within RingCX Analytics.
   Improve scalability for customers with high call volumes and extensive historical reporting requirements.

   Customer Impact:

   Reduces dependency on CSV exports for large reports.
   Improves reporting efficiency and user experience.
   Enables more comprehensive analytics and trend analysis within the RingCX platform.
   Supports enterprise customers with significant reporting and compliance requirements.

   Current Limitation: RingCX Analytics Historical Reporting currently supports a maximum report size of 80,000 rows, 80,000 columns, or 80,000,000 cells, and exports are limited to 80,000 rows for manually downloaded reports.

   Priority: Customer Enhancement Request / Analytics Scalability Improvement.

   RingCX Analytics historical dashboards and historical reports have the following platform capacities.
   https://support.ringcentral.com/article-v2/RingCX-Historical-Analytics-platform-capacity.html?brand=RingCentral&product=RingCX&language=en_US

   Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.

   Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.

   … more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. prompt

   Feature Request: We need a way to identify where prompts are used.
   
   Searching the Workflows and Queue Events to identify where a prompt is used is time consuming and subject to human error. Please add information to the Audio Library identifying the usage of each prompt.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Admin experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Feature Request : Dynamic Messaging / Idle Chat Prompts for Live Chat (Synchronous) Channels

    Feature Request
    We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”

    The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.

    Business Requirement
    In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.

    Currently, the absence of an appropriate automated idle-session mechanism can leave conversations open unnecessarily, create uncertainty for users and agents, and potentially consume operational resources.

    We therefore require a mechanism that can proactively engage the user during periods of inactivity and/or appropriately manage the session when inactivity continues.

    Requested Capability
    The solution should support, at minimum:

    • Configurable idle/inactivity thresholds for live-chat sessions.
    • Automated prompts to the user when an inactivity threshold is reached.
    • Configurable message content for each idle stage.
    • Multiple idle stages, where appropriate—for example, an initial “Are you still there?” prompt followed by a final session-closure notification.
    • Automatic session

    Feature Request
    We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”

    The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.

    Business Requirement
    In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.

    Currently, the absence of an… more

    3 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. voicemail

    When checking voicemail, it shows a time if the voicemail was today and a relative date if it was in the past, "yesterday". When you click on the voicemail, you cannot see a date or time stamp. Having a date or time stamp would be very helpful.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Digital experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Ringcx Supervisor ability to assign queue to agents

    Ability for a supervisor to assign queue to agents and update their session.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Reduce RingCX Live Transcription Delay

    RingCX live transcription currently has an estimated 2–3 second delay compared to RingEX. In RingEX, the conversation appears almost immediately as the agent and customer are speaking, while RingCX takes a few seconds for the transcript to appear.

    It would be helpful to reduce the transcription latency in RingCX and provide a more real-time transcription experience similar to RingEX.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  AI agent & supervisor assist  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Remove or disable the Callbacks and Scripts tabs using the SPOG Application

    Remove or disable the Callbacks and Scripts tabs using the SPOG Application

    3 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Disable Cold Transfer Functionality in RingCX

    Feature Request Title:
    Disable Cold Transfer Functionality in RingCX

    Feature Type:
    Enhancement Request

    Business Need:
    Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

    Requested Enhancement:
    Provide an administrative setting within RingCX that allows administrators to:

    Disable the Cold Transfer option at the account level.
    Disable the Cold Transfer option for specific queues, teams, or agent groups.
    Disable the Cold Transfer option based on agent roles and permissions.
    Allow only Warm Transfers while preventing agents from performing Cold Transfers.
    Configure transfer permissions through existing security profiles or role-based access controls.

    Expected Benefits:

    Improves customer experience by ensuring proper call handoff procedures.
    Reduces the likelihood of customers being transferred without context.
    Enhances quality assurance and compliance with internal call-handling policies.
    Minimizes call abandonment and customer frustration during transfers.
    Gives administrators greater control over agent transfer capabilities.

    Use Case Example: A customer service organization requires agents to brief the receiving department before transferring a caller. To enforce this process, the organization wants the ability to remove or disable the Cold Transfer button from the agent interface, ensuring that all transfers are performed as Warm Transfers.

    Current Limitation: RingCX currently allows agents to perform Cold Transfers, and there is no administrative setting available to disable this functionality or restrict it based on user permissions.

    Requested Outcome: Introduce a configurable option that enables administrators to disable Cold Transfers and enforce Warm Transfer workflows across their RingCX environment.

    Feature Request Title:
    Disable Cold Transfer Functionality in RingCX

    Feature Type:
    Enhancement Request

    Business Need:
    Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

    Requested Enhancement:
    Provide an administrative setting within RingCX that allows administrators to:

    Disable the Cold Transfer option… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Ability to change default selection when transferring calls

    At the moment, when we select the transfer button, the default selection is the phone book. We would like to change this to the Corporate Directory. This also includes the "Stay on call" option being selected by default. This should follow the last selected option instead of being enabled every time.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Searchable Call Dispositions

    Issue:
    After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.

    Business Impact:
    This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.

    Requested Enhancement:
    We request that the Product team review this limitation and consider restoring searchable call disposition functionality within the RingCentral app.

    Ideally, agents should be able to enter keywords or partial disposition names into a search field and quickly locate the appropriate disposition after completing a call.

    Issue:
    After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.

    Business Impact:
    This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.

    Requested Enhancement:
    We request that the Product team review this limitation and consider restoring searchable call disposition… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Feature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

    eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

    Product: RingCX (RCX)
    Category: Feature Enhancement / Usability
    Suggested Priority: Medium

    Issue / Customer Impact:
    When accessing an RCX Agent Profile, the platform may display the generic error message:

    “An internal error has occurred. Please try again.”

    In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.

    This resulted in additional troubleshooting and investigation time before we were able to identify the actual cause.

    Requested Enhancement:
    Improve the error handling and messaging when an RCX Agent Profile is associated with a RingEX user whose extension is no longer available or whose user account has been deleted.

    Instead of displaying a generic internal error, the platform should provide a clear and actionable message, for example:

    “Unable to load this agent profile because the associated RingEX user or extension is no longer available. Please verify that the RingEX user is still active or connect this agent profile to another available user.”

    Ideally, the system should also provide an option to reconnect the existing agent profile to a new/active RingEX user, rather than requiring the administrator to delete the agent profile and create a new one.

    Expected Benefits:

    Provides administrators with actionable information immediately.
    Reduces unnecessary troubleshooting and escalation time.
    Avoids misleading “internal error” messages when the underlying cause is a configuration/synchronization issue.
    Allows administrators to resolve the issue without recreating the RCX Agent Profile.
    Improves the overall administration experience between RingCX and RingEX.

    Additional Recommendation:
    A clear visual indicator, such as a red error banner within the Agent Profile, could identify that the associated RingEX user/extension is no longer reachable and provide a direct “Reconnect User” or “Change Associated User” action.

    eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

    Product: RingCX (RCX)
    Category: Feature Enhancement / Usability
    Suggested Priority: Medium

    Issue / Customer Impact:
    When accessing an RCX Agent Profile, the platform may display the generic error message:

    “An internal error has occurred. Please try again.”

    In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.

    This resulted in additional troubleshooting and investigation time… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Feature Request: Extend RingCX Historical Queue Data Retention and Reporting Availability

    Extend RingCX Historical Queue Data Retention and Reporting Availability

    Product: RingCX (RCX)

    Severity: High

    Customer: Murfreesboro Medical Clinic

    Background / Customer Request:
    The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.

    A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."

    However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available backend archives and confirmed that the requested timeframe had exceeded the standard RingCX active data retention period. The historical interaction data had already been permanently purged and could not be recovered.

    Customer Impact:
    Customers may require access to historical RingCX queue and interaction data for periods beyond the current standard retention window for purposes such as:

    Historical reporting and trend analysis
    • Business and operational reviews
    • Compliance and audit requirements
    • Performance comparison across previous periods
    • Customer-specific reporting requirements
    • Investigation of historical contact-center activity

    Once the data exceeds the current retention period, customers have no available mechanism to retrieve the historical RingCX interaction and queue data, even when a valid custom report has already been configured.

    Requested Enhancement:
    • Provide customers with an option to retain and access RingCX historical queue and interaction data beyond the current standard retention period.

    Potential solutions could include:

    1. Extended Data Retention – Allow customers to retain RingCX historical data for configurable periods (e.g., 12, 24, or 36 months).

    2. Historical Data Archive – Automatically archive data beyond the active reporting retention period while maintaining the ability to retrieve it for reporting.

    3. Customer-Configurable Retention – Provide an account-level setting that allows customers to select an extended retention period, potentially as an additional licensed or billable option.

    4. Archived Reporting Access – Allow existing reports and custom report layouts to query archived historical data without requiring the data to remain in active storage.

    Business Value:
    • Extending or archiving historical RingCX data would provide customers with greater flexibility for long-term reporting, operational analysis, audits, and compliance requirements. It would also prevent situations where previously available historical data becomes permanently inaccessible simply because it falls outside the standard retention period.

    Example Use Case:
    • A customer creates a custom queue report and later needs to review queue performance for a period from the previous year. If the requested period has exceeded the standard RingCX retention window, the report currently returns little or no data because the underlying interaction records have been purged.

    Providing an extended retention or archive capability would allow the customer to retrieve the historical data without requiring backend recovery after the retention period has expired.

    Requested Outcome:
    • Introduce an officially supported mechanism for customers to retain, archive, and retrieve RingCX historical queue and interaction data beyond the current standard retention period.

    Extend RingCX Historical Queue Data Retention and Reporting Availability

    Product: RingCX (RCX)

    Severity: High

    Customer: Murfreesboro Medical Clinic

    Background / Customer Request:
    The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.

    A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."

    However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. RingCX Live Chat to Automatically Check for Available Agents

    RingCX Live Chat to Automatically Check for Available Agents.

    Current behavior:
    1. We have a targeting rule where the chat will only be available when there is at least one agent available.
    2. A website visitor loads the website where the chat widget is found and the visitor came when no agent is available. So the chat is not available or grayed out.
    3. An agent becomes available.
    4. The website visitor still sees the chat as unavailable unless the visitor refreshes the website.

    Please make it so that the website visitor will no longer have to refresh the website to update the chat availability.

    RingCX Live Chat to Automatically Check for Available Agents.

    Current behavior:
    1. We have a targeting rule where the chat will only be available when there is at least one agent available.
    2. A website visitor loads the website where the chat widget is found and the visitor came when no agent is available. So the chat is not available or grayed out.
    3. An agent becomes available.
    4. The website visitor still sees the chat as unavailable unless the visitor refreshes the website.

    Please make it so that the website visitor will no longer have to refresh the website… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating