1362 results found

1. Agent personal queue - Easy UI feature

   Currently within RingCX, if a customer has a need for customized caller experience per agent, various routing requirements for agents, or something similar, they have to create an individual queue for every agent. This becomes cumbersome for a manager and reporting is not set up for this when wanting a wholistic view. Many customers see this as a requirement. Having a simple checkbox, drop down menu, or something similar associated at the agent level that allowed for simple management and reporting of direct agent routing would solve many issues for customers, new and old.

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2. Multi-lingual support

   The ability to support other languages beyond English not just within features, but at the interface level.

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3. Improve sharing of real-time analytic dashboards

   Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option for the dashboard. Currently this functionality is available for the historic dashboards and would be great to have for real-time dashboards.2) The ability to move admins within the structure. If someone leaves the company who created many admins with their account why should those admins be stuck forever under that parent object unless they recreate their account and redo the work they have done.

   Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option… more

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4. Row based totals in analytics

   Currently we are able to create columnar based totals, sums, averages etc. on all table reports but lack the ability to create row based totals. This would be beneficial for quite a few use cases that ultimately allow the ability to stack rank whatever is being measured.

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5. Copy Existing Agent Roles to new roles

   Need to be able to copy an existing agent role when creating a new role. This would save a bunch of time if an existing role has "most" of what you want for a new role.

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6. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

   Dear RingCentral Product Team,

   I would like to formally request a feature enhancement for RingCentral’s web applications.

   Feature Request:
   Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

   • app.ringcentral.com

   • ringcx.ringcentral.com

   • engage.ringcentral.com

   • All associated subdomains

   Business Use Case:

   Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

   This can result in:

   • RNA/ Missed calls, messages, or notifications

   • Disruption to workflows

   • Reduced productivity, particularly in browser-centric or VDI environments

   Proposed Enhancement:

   • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

   S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

   • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

   • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

   Benefits:

   • Reliable session persistence for browser-based users

   • Reduced dependency on desktop apps in restricted environments

   • Better support for enterprise, contact center, and shift-based workflows

   Dear RingCentral Product Team,

   I would like to formally request a feature enhancement for RingCentral’s web applications.

   Feature Request:
   Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

   • app.ringcentral.com

   • ringcx.ringcentral.com

   • engage.ringcentral.com

   • All associated subdomains

   Business Use Case:

   Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

   … more

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7. Enhancing Queue Event Management

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. Queue Event “Repetitions”
      There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

   3. “Position in Queue” and “Estimated Wait Time”
      Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

   4. “Comfort Prompts” (Overlay Logic)
      Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. … more

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8. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

   Impact on Customer Experience (CX)
   * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
   * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

   Operational & Workforce Management Impact
   * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
   * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

   Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
   1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
   2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

   It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX… more

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9. RingCX - Display User Extension Number When Transferring to RingCX OR RingEX

   If a CX agent takes a voice queue call from number 333-444-3344,
   When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

   We want them to see the name of the agent who is trying to transfer to them.
   Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX to EX will just show the main outbound caller ID of the account, so no one in EX knows who's calling since it just says the name of our company when it's ringing them from CX.

   If a CX agent takes a voice queue call from number 333-444-3344,
   When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

   We want them to see the name of the agent who is trying to transfer to them.
   Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX… more

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10. RingCX Agent voicemail greeting

    A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.

    •  

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11. Have the ability to remove Voice Interactions under "My Inbox" in RingCX Agent application
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12. RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf

    RingCX Feature Request: Support for Additional File Formats in Email Channel

    Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

    Summary

    A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

    Requested formats:

    .ies – Illuminating Engineering Society file (lighting data)

    .arc2

    .dxf – Drawing Exchange Format (CAD files)

    Current Behavior

    The email channel supports a defined set of file formats depending on the configured handling level:

    Strict Level Allows:

    Audio: aac, mp3, ogg, m4a

    Image: bmp, gif, jpg, jpeg, png, svg, webp

    PDF: pdf

    Text: csv, txt, log

    Video: avi, flv, m4v, mkv, mov, mp4, mpg, qt, wmv

    Other: amr, dms, vcard, tif, tiff, mpeg

    Relaxed Level Adds Support For:

    Excel: xls, xlsm, xlsx, xlc, xlt, xltm, xltx

    Presentations: key, odp, otp

    PowerPoint: pps, ppt, pptx, pot

    Spreadsheets: numbers, ods, ots

    Word: doc, docm, docx, dotm, dotx

    Word Processing: pages, odt, ott, rtf

    The requested formats (.ies, .arc2, .dxf) are not included in either list, and therefore cannot be used by customers today.

    Requested Enhancement

    Add support for the following file types as allowable email attachments in RingCX:

    .ies

    .arc2

    .dxf

    This support would enable customers to exchange specialized files used in engineering, architectural, lighting design, and CAD workflows.

    Additional Notes

    This request originated from a customer inquiry regarding the ability to attach these files in the email channel.

    Tier 3 Engineering has confirmed that this enhancement requires a formal feature request.

    RingCX Feature Request: Support for Additional File Formats in Email Channel

    Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

    Summary

    A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

    Requested formats:

    .ies – Illuminating Engineering Society file (lighting data)

    .arc2

    .dxf – Drawing Exchange Format (CAD files)

    Current Behavior

    The email channel supports a defined set of file formats depending on the configured handling level:

    Strict Level Allows:

    Audio:… more

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13. Dashboard Configuration Rule - Email Notification

    It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.

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14. 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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15. Access RingCX Voicemails in the RingCentral Chrome Extension

    Ability to route and access RingCX voicemails in the RingCentral Chrome Extension

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16. Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

    Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

    Requested Enhancement: Upgrade RingCX Phonebook to have the same function similar to mobile phone contacts. Wherein if a person is added on the phonebook, the person's name would appear on the agent's screen before answering calls.

    Business Impact:
    Improved Agent Efficiency: Agents can quickly identify callers by name before answering, reducing time spent searching for caller information and speeding up call handling.

    Enhanced Customer Experience: Personalized interactions become easier, as agents can greet callers by name, creating a more friendly and professional experience.

    Reduced Errors: Displaying caller names upfront minimizes the chances of misidentification, helping agents provide accurate and relevant support.

    Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

    Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

    Requested Enhancement: Upgrade RingCX Phonebook… more

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17. 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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18. SMS for missed calls

    Ability to send SMS for missed call in RingCX

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    Needs More Information  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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19. Block RingCentral App (EX) Calls While Agent Is on RingCX Call

    Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.

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20. Rinsense for RingCX icon RingCentral app

    Hello Team,

    I hope you're doing well.

    We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

    Add RingSense for RingCX as an icon in the RingCentral app.

    Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

    This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

    Please let us know if this feature is on the roadmap, or if a formal request should be submitted through another channel.

    Thank you for your continued support.

    Hello Team,

    I hope you're doing well.

    We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

    Add RingSense for RingCX as an icon in the RingCentral app.

    Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

    This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

    Please… more

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    Implemented  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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