1450 results found

1. In Queue Counter for CX One Agent - See Real time Status vs just Working/Available/Logged Out

   It would be extremely beneficial in Agent Workspace to bring back the same view as Max Agent where the Agents can see what their peers are doing - breaks/training/lunch/special projects. This allows for Agents to gauge whether or not they should transfer to their peer or whether they should wait for them, etc. This was available in Max Agent and with Max Agent going end of life and now moving to CX One Agent, this view is lost. It would be great to have this visibility back and not have to give Supervisor view or Dashboard view to Agents.

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2. Enhanced Call Termination Attribution with Contextualized Termination Reason

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior to termination.
   - Additionally, backend session logs contain more precise information, but this is not exposed in customer-facing reporting.

   Proposed Enhancement:
   1. Split “Termination” into Two Distinct Fields

   A. Disconnect Source (New Primary Field – Required)
   - A definitive field that identifies who or what actually ended the call:
   Caller Disconnected
   Agent Disconnected
   System Disconnected
   Network/Media Failure
   Timeout Expiry
   Transfer Failure (final hop failure)

   B. Termination Reason (Contextual Field – Existing Concept Refined)
   Retain and clarify the current “Termination” field, but redefine it as:
   The last known routing or system event preceding call termination.

   Examples:
   Queue Transfer
   Agent-to-Queue Requeue
   Skill-Based Routing Action
   Internal System Redirect
   Conference Bridge Attempt

   1. Add Relationship Clarity Between Fields

   Introduce reporting UI/labels that make the relationship explicit:

   “Termination Reason (Pre-Disconnect Event)”

   This prevents misinterpretation in reporting dashboards and exports.

   1. Enhanced Call Timeline Visibility

   Where possible, provide a structured event timeline per interaction:

   Call Entered Queue
   Routed to Agent
   Internal Requeue / Transfer Attempt
   Agent Connected
   Disconnect Event (Source)
   Termination Reason (Last System Action)

   This helps correlate both fields in sequence.

   Customer Impact

   This enhancement would:

   Eliminate confusion between routing events and disconnect ownership
   Reduce misinterpretation of “Termination” as a failure or disconnect cause
   Improve accuracy in QA, auditing, and escalation analysis
   Reduce dependency on backend Support logs
   Enable more reliable root cause analysis for short-duration calls

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior… more

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3. Call queue notifications

   We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.

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4. RCX | Increase data download

   have the ability to increase the data download in RingCX analytics from 80,000 to higher.

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5. callback feature only when calls are waiting or wait time reaches a set threshold

   Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)

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6. Show Indicator for Inbound Queue Callback on Agent Side

   Description:
   Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.

   This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.

   Requested Feature / Enhancement:

   • Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue callback.

   • Suggested display options:

     • A label in the incoming call popup (“Callback”)
     • Optional notes or metadata showing original callback request time
     • Distinct ringtone or visual marker (optional)

   Expected Benefit:

   • Agents can immediately identify that a call is a callback.
   • Improves handling and prioritization of callback calls.
   • Reduces confusion between normal inbound calls and queued callbacks.

   Current Behavior:

   • Queue callbacks are routed to agents but appear as standard inbound calls.
   • No distinguishing indicator in the agent interface.

   Impact:

   • This affects all RingCX customers using queue callbacks with agents relying on the agent desktop or softphone interface.
   • Callers who requested a callback may not be treated differently, affecting service experience.

   Description:
   Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.

   This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.

   Requested Feature / Enhancement:

   • Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue… more
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7. Notification for agents when being on a call for too long

   Configurable alert to the agent based on time in call.

   We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.

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8. RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue has already happened before logging was enabled, leaving no diagnostic data.

   4. Analytics historical reports have a delay of approximately 1–2 hours, which prevents immediate correlation with the issue.

   As a result, support teams must rely on customers or agents to attempt reproducing the issue again while recording logs, which is often difficult or impossible.

   Proposed Solution

   • Introduce a diagnostic logging enhancement that enables capturing and storing historical browser logs for troubleshooting.

   Key capabilities may include:

   1. Background Diagnostic Logging

   Allow agents or customers to enable a temporary background logging mode that captures:

   • Network activity (HAR logs)

   • Browser console logs

   • JavaScript errors

   This logging can run for a limited period or until manually disabled.

   1. Historical Log Retrieval

   Provide the ability to export captured logs after an issue occurs, even if the problem was not anticipated.

   Logs may include:

   • Network requests and responses

   • Console errors and warnings

   • Timestamped events

   1. Optional Event-Based Capture

   To reduce data volume, logging could be triggered when certain events occur, such as:

   • Failed API requests

   • JavaScript exceptions

   • Page load failures

   • Network timeouts

   Expected Benefits

   • Improves root cause analysis for intermittent issues

   • Reduces dependency on real-time reproduction

   • Provides browser-level diagnostics alongside agent logs

   • Helps compensate for the 1–2 hour delay in analytics reporting

   • Shortens issue investigation and resolution time

   Suggested Priority

   • Medium–High

   This enhancement would significantly improve the support team’s ability to investigate unpredictable or intermittent customer issues.

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue… more

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9. Add Caller's Name for Inbound Call Details Report

   To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.

   There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.

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10. RNA Priority Routing

    Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.

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11. Consolidated EoL Device Report

    Currently, the filtering options in the Admin Portal provide some utility, but it would be far more efficient to have a single consolidated report listing all End-of-Life (EoL) devices across the tenant, rather than checking each category individually.

    The current filtering approach also requires manually selecting specific device models. For organizations with many different phones and device models, it’s not always clear which devices are approaching or have reached EoL. This makes the process time-consuming and prone to error.

    Ideally, when an EoL, security, or other alert is displayed in the Admin Portal, clicking on the alert should directly show all devices contributing to the warning or error across the tenant in a single view or downloadable report, eliminating the need to manually locate devices.

    This improvement would greatly streamline administrative tasks and reduce the risk of missing devices.

    Currently, the filtering options in the Admin Portal provide some utility, but it would be far more efficient to have a single consolidated report listing all End-of-Life (EoL) devices across the tenant, rather than checking each category individually.

    The current filtering approach also requires manually selecting specific device models. For organizations with many different phones and device models, it’s not always clear which devices are approaching or have reached EoL. This makes the process time-consuming and prone to error.

    Ideally, when an EoL, security, or other alert is displayed in the Admin Portal, clicking on the alert should directly show… more

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12. RingCX Spell Check where can control dictionary and if errors alert agent before sending.

    RingCX Spell Check where can control dictionary and if errors alert agent before sending.

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13. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

    At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

    At present, this appears to be a feature limitation, as there is no option to:

    Customize this message, or

    Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

    Feature request:
    We are requesting the ability to either:

    Configure a custom callback confirmation message, or

    Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

    This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

    Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

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14. RingCX Digital Emails and RT Dashboards

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the same. When we reply to the messages, we change the to address to spam@company.com, send the reply then solve the emails. When doing it this way, the queued totals in Real-Time digital still do not change. We have tried refreshing and we have even deleted some of the emails in Outlook on our end but the totals remain the same. It seems like the only time the totals Real-Time digital change is when routed emails are solved.

    We, unfortunately, have to have auto routing and All Messages on at this time because this is the only way that we know of to view email content in the system. If emails are solved in all messages, can the totals in Real-Time digital reflect this accurately?

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the… more

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15. Disable / Toggle Off Call Recording Announcement in RingCX Admin Tool

    They would like an option or setting in RingCX Admin to disable the Automatic Call Recording Announcement for their RingCX calls. (Inbound and Outbound)

    Actual Behavior:
    RingCX and RingEX automatically plays a call recording announcement on applicable calls.
    There is currently no visible admin-level option for the customer to turn this announcement off.

    Expected Behavior:
    An admin-configurable option in RingCX to enable or disable the automatic call recording announcement based on business needs and compliance requirements.

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16. Filtering To Queued Interactions In Inbox

    There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.

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17. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

    ---

    Current Behavior

    1. Name field dependency

    • If the Name field is not populated at disposition time:

      • Phone call records may not be created in Dynamics 365
      • Placeholder customer/patient records may be auto-created with no populated data

    1. Common scenarios leading to missing Name field

    • Phone numbers associated with multiple Dynamics records (ambiguous match)
    • Inbound calls from contacts not yet in Dynamics
    • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
    • Calls going directly to voicemail or ending abruptly
    • Immediate transition to the disposition screen, increasing missed data entry
    • Agents intentionally leaving calls untracked due to workflow constraints

    1. Dynamics constraints

    • The Call To / Call From field is required by Dynamics 365
    • RingCX currently cannot create call records without these required fields populated

    ---

    Business Impact

    • Inaccurate call volume and performance reporting
    • Missing CRM activity records for completed calls
    • Increased manual cleanup and reconciliation work
    • Reduced agent compliance and usability
    • Risk to auditability and operational visibility in regulated environments

    ---

    Requested Enhancements

    1. Decouple Call Record Creation from Name Field Completion

    Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

    This would:

    • Preserve call metadata (time, direction, duration, agent)
    • Allow post-call completion of required fields
    • Ensure accurate reporting and historical tracking

    ---

    2. Prevent Automatic Customer/Patient Record Creation

    Add an option to disable auto-creation of customer/contact records from RingCX calls.

    Desired behavior:

    • Call records can exist independently of customer/contact records
    • Customer/contact creation remains a manual, user-driven action

    ---

    3. Improve Name Field Visibility and Workflow

    Enhance agent UI to reduce missed Name entries by:

    • Making the Name field more prominent
    • Displaying the Name field on both call and disposition screens
    • Optionally merging Name entry and disposition into a single workflow step
    • Preventing disposition submission until required CRM fields are reviewed

    ---

    4. Support Deferred Field Completion

    Allow agents or supervisors to populate or correct:

    • Name
    • Call To / Call From after the call record has already been created in Dynamics.

    ---

    Expected Outcome

    • All RingCX calls generate a corresponding Dynamics phone call record
    • Improved data integrity and reporting accuracy
    • Reduced agent friction and training overhead
    • Better alignment with real-world call center workflows
    • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

    ---

    Environment Details

    • Platform: RingCX
    • Integration: Embedded Agent for Microsoft Dynamics 365
    • Use Case: High-volume inbound and outbound contact center operations
    • Industry Impact: Healthcare, enterprise support, regulated environments

    ---

    Request

    Please review the feasibility of these enhancements and advise:

    • Whether these changes align with the RingCX product roadmap
    • If configuration-based alternatives are planned
    • Recommended next steps for prioritization

    Thank you for considering this request.

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

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18. QA Reviews for Email Interactions in RingSense

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within RingCX

    Email transcript review with full conversation threading

    AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

    QA scoring frameworks applicable to email interactions

    Search and filtering of emails by agent, queue, keywords, or sentiment

    Coaching and feedback workflows tied to email interactions
    Reporting on email quality trends over time

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within… more

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    0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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    Planned  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank you for your valuable idea. We are working on this feature request. We will post an update when this is available on your account

19. Recycling Leads / Nurture Campaigns

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is important to note that Do Not Call (DNC) should remain strictly reserved for true DNC scenarios, in alignment with federal compliance guidelines. We do not want DNC to become a catch-all disposition for leads we are simply not dialing at the moment.

    This type of functionality would greatly improve lead lifecycle management, compliance, and long-term revenue opportunities.

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is… more

    5 votes

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    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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20. Route Calls to the Agent With the Longest Time in AVAILABLE State

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw” in RingCX Analytics.

    Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

    Verified that calls were not routed to the agent with the longest AVAILABLE duration.

    Client Need / Requested Enhancement:
    The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

    Requested Action:
    Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

    Refer to:
    SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
    jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw”… more

    5 votes

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    New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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