1612 results found

1. Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX

   RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.

   As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.

   Requested Features:
   - Forecast call and digital channel volume using historical RingCX data
   - Interval-based forecasting (e.g. 15 or 30 minutes)
   - Staffing recommendations based on SLA targets (for hour/day/week/month)
   - Agent scheduling aligned to forecasted demand
   - Real-time visibility into staffing gaps and overages
   - Reporting to compare forecasted vs actual performance

   Business Benefits:
   - Improved service level attainment
   - Reduced manual planning and spreadsheet use
   - Better agent utilization and workload balance
   - Scalable operations for growing and multi-region teams

   RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.

   As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.

   Requested Features:
   - Forecast call and digital channel volume using historical RingCX data
   - Interval-based forecasting (e.g. 15 or 30 minutes)
   - Staffing recommendations based on SLA targets (for hour/day/week/month)
   -… more

   • 

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   New  ·  0 comments  ·  AI WFM  ·  Delete…  ·  Admin →
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2. Transcriptions for voicemail email notifications in RingCX

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.
   The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
   The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

   Business Value:

   Improves accessibility and readability of voicemail messages
   Reduces the need to download and listen to voicemail recordings
   Aligns RingCX capabilities with existing RingEX functionality
   Enhances customer experience and operational efficiency

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.… more

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3. 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

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4. 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

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   Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Implemented, in open beta. please reach out for activation

5. Last Agent Routing with Digital Queues

   We have last agent routing for Voice Queues, but it would be very helpful to have this for digital queues as well. Example:
   A customer responds to an email thread a couple of days later, but the original agent had closed the interaction due to lack of response or the interaction had timed out. Since the original agent had been working the email thread directly, we should have the option to attempt to route the interaction to them first.

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   New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. 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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7. 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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8. 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

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   Implemented  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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9. RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the JavaScript node. This results in dead air for the caller and no fallback path, which negatively impacts the caller experience and reliability of the IVR workflow.

   Issue:

   JavaScript nodes have no fallback or error handling path.

   If ivr.setConnection() fails or is not reached, the call has nowhere to go.

   This creates workflow dead ends and can increase call abandonment.

   Requested Enhancement:

   Add “Error” routing to JavaScript nodes — similar to other nodes in RCX — so the call can be redirected to a predefined fail-safe branch if the script encounters an error.

   Optionally, add a “Default” routing option to handle scenarios where no explicit connection is set in the script, allowing for smoother recovery from logic gaps or unexpected conditions.

   Example Scenario:
   If ivr.setConnection("sales") fails due to an undefined variable, the call would follow the Error or Default path instead of remaining stuck in the node.

   Benefits:

   Prevents dead air and call abandonment caused by JS errors.

   Allows for more resilient and fault-tolerant IVR workflows.

   Reduces operational impact from coding or runtime errors.

   Improves overall customer experience.

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the… more

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10. 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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11. Control CNAM of Caller

    Change the CNAM of the Caller's Phone Number outside RingCentral

    8 votes

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    Under Review  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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12. Allow Hiding Metrics on a Historical Report

    Ability to hide a metric on a report. For example, I use 2 metrics to calculate a custom metric, but I don't want those visible on the finished report.

    8 votes

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13. requeue

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

    8 votes

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14. 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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15. 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).

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16. 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

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17. 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.

18. 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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19. 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.

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    Planned  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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20. 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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