1450 results found

1. 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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2. Retrieve deleted RingCX Custom Report

   Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

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3. 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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4. 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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5. 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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6. RingCX Agent voicemail greeting

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

   •  

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7. Have the ability to remove Voice Interactions under "My Inbox" in RingCX Agent application
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8. 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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9. 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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10. Paging in RCX

    Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.

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11. Control CNAM of Caller

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

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12. RingCX Admin Custom Role Limitations

    Description:
    Currently, custom roles created by one admin cannot be viewed or modified by another admin. This creates a limitation in user management and poses a risk for future scalability and role maintenance.

    Requested Enhancement:
    Enable all admins to view, edit, and manage custom roles created within the account, regardless of which admin originally created them.

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13. Access RingCX Voicemails in the RingCentral Chrome Extension

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

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14. The ability modify queue events in RingCx priority in a single queue event.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send it over to the workflow but I cannot do the same when the queue is closed or no agents are available.

    My work around is to send the queue to another separate queue just be able to separate the behaviors.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send… more

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15. Visible Agent status on transferring

    When transferring a call to another agent, have it to show their status, via words or colour. Whilst the circle may indicate their availability, the colour options are limited.
    Agent #1 - Available (Green circle)
    Agent #2 - Away/Lunch (Grey circle)
    Agent #3 - Idle (Yellow circle)

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16. RingCX and RingEX ring group searches

    Ensure RingCX search behavior and UI visibility is consistent with RingEX UI behavior for lookups
    Investigate whether the RingCX search result display can be improved (e.g., visual indicator for scrollable content or removal of the result limit).
    If not currently supported, please escalate as a feature request to address search usability and parity.

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17. Persistent Caller ID in Call History

    Agents currently report that while a caller's name is briefly displayed during the ACD (Automatic Call Distribution) ringing phase, this information disappears from the agent dashboard and call history once the call is answered and completed. This lack of persistence makes it difficult for agents to efficiently identify and review past callers for follow-up, record-keeping, or general call context.

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18. Transfer Call to Voicemail

    The customer would like to have the ability to transfer a Call to Voicemail (RingCX) by pressing the # just once. She mentioned that she still needs to press the # key twice to transfer the call to voicemail.

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19. 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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20. Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.

    For RingCX Historical Dashboards, Tommy wants a KPI similar to Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.

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