1521 results found

1. Ability to limit digital interactions per channel and per user

   Is there a way to limit digital interactions? The client would like the ability to set limits for each digital channel per user.
   For example:
   1 interaction for email
   5 interactions for chat

   8 votes

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2. Pre-chat quick replies / icebreakers for RingCX Engage Messaging

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter submits the pre-chat form (e.g., first name and last name), the next bot response or options should automatically appear.

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter… more

   8 votes

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   0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Implemented, in open beta. please reach out for activation

3. Feature Request: Add Reporting for Abandoned Chats in RingCX

   Feature Request: Add Reporting for Abandoned Chats in RingCX

   Summary:
   Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

   Details / Description:
   Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
   This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

   Use Case:
   Supervisors and analysts need the ability to identify how many customers abandon chat sessions before they are handled, along with timestamps and queue information.
   This data would help:

   Improve response times by identifying high abandonment periods.

   Enhance customer experience by ensuring sufficient agent coverage.

   Provide parity with existing voice reporting (e.g., abandoned call metrics).

   Requested Enhancement:

   Add “Abandoned Chats” as a metric in chat queue reports and real-time dashboards.

   Include fields such as:

   Queue name

   Timestamp of chat initiation and abandonment

   Time waited before abandonment

   Agent availability at time of event

   Optionally, include in Interaction Detail Reports (IDR) or Queue Summary Reports.

   Business Impact:
   Without this feature, supervisors lack visibility into missed chat interactions, making it difficult to track customer engagement effectiveness or staffing needs.

   Feature Request: Add Reporting for Abandoned Chats in RingCX

   Summary:
   Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

   Details / Description:
   Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
   This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

   Use Case:
   Supervisors and analysts need the ability to… more

   8 votes

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   New  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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4. Wants to see Requeued Calls and Transferred Calls in RingCX Analytics

   Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
   Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.

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5. display queue name when call comes in in embedded RingCX for Zoho

   It's important to see what call queue the call is comin in so that agents would know their opening spiel

   8 votes

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   Implemented  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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6. Screen Calling for Outbound Dialer

   Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant

   Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.

   8 votes

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   New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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7. Add more Stats to Agent screen in RCX

   Please add Total wrap time , total break time , total lunch time , total coaching time that are visable to agents on their stats page

   8 votes

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   Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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8. requeue

   Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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9. RingCX for Salesforce integration to RingCentral Desktop App

   Customer wants to integrate RingCX for Salesforce to RingCentral desktop app so that when agent receives a call in RingCX, agent can retrieve Salesforce data or have popup in the RingCentral desktop app.

   8 votes

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   Future Consideration  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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10. Qualified Dispositioned Break out/Drop Down Report

    Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).

    8 votes

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11. Feature Request: Display Call Recording Storage Usage in RingCX

    Customers currently cannot view the total disk space used by call recordings within RingCX, as storage is managed only by retention timeframe. Providing a feature that shows the actual storage size (in gigabytes) of call recordings per account would help customers better manage their storage, forecast costs (especially when archiving offsite), and optimize retention policies. This visibility would improve transparency and enhance customer experience.

    8 votes

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12. Optimise "Route to Last Agent" (LCA) for Reduced Wait Times

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should… more

    8 votes

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13. add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls

    Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.

    It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.

    8 votes

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    0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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    Implemented  ·  Sushant Hiray responded

    Thank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.

14. Add “All Messages” View for RingCX for HubSpot Embedded Agent

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases agent productivity by eliminating the need to switch between systems to find past messages.

    Who needs this:
    All agents using RingCX embedded in HubSpot who handle customer messaging and need to reference conversation history.

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases… more

    8 votes

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    Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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15. Share Dashboards outside Admin Hierarchy

    Currently, only parent level admins have the highest privileges sharing real time dashboards; equal level users can share among each other but not up to their parent admin, and users who are lower on the hierarchy can't share dashboards with other admin users outside of their hierarchy.

    There should be a security or general setting that enables admins to share dashboards outside of their own hierarchy.

    8 votes

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    Planned  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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16. Increase Historical Report Capacity

    RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.

    8 votes

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    Under Review  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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17. Live Chat with Switch Video Enable - Analytics Recordings

    Live Chat with Switch Video Enable - Analytics Recordings

    As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
    For the reporting purposes, the video recordings are still needed.

    8 votes

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    New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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18. Enhanced Caller ID feature

    To have an Enhanced Caller ID feature that will allow up to 32 characters, display the reason for the call, display an enhanced caller information (branded Imagery), customised content for end-users, custom text, and spoof protection.

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    8 votes

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19. Able to search leads globally and not just in the campaigns under the dial group im working

    At the moment, agents can search leads without issue.

    However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.

    It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.

    8 votes

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    Needs More Information  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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20. AI follow-up emails in RingSense CX

    "Follow-Up" option in RingSense is missing Ringsense. This feature is only available for RingSense for Sales and not for RingSense for RingCX. Customer would like to request this as a feature they can use.

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    8 votes

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    0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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    Implemented  ·  Sushant Hiray responded

    I'm glad to announce that this feature is now available in your AI QM account. You can generate AI followup emails, as well as use various different templates to create the relevant emails.

    
    

    See the attached GIF