1450 results found
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Active email insights through AI to know why email backlog is occuring.
When exceptional email volume occurs and agents are not able to keep up with the incoming emails it would be excellent to have AI insights not just to completed emails after fact but to the in progress active emails to help alert us to a new problem or issue we need to get ahead of.
4 votes -
Track and report on agents' geo-location
For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX
4 votes -
Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window
Hello RingCX Product Team,
We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.
Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.
Agents have also observed a clear correlation between call duration and processing time:
Shorter conversations tend to populate dispositions more quickly
Longer calls take noticeably longer for the AI to process and display the disposition
This creates friction during after-call work,…
4 votes -
An email address book in CX
It would be really useful to have an address book in CX to store email address. Our agents frequently forward on emails so without this, it slows them down.
4 votes -
MMS
Enable RingCX users to send or receive MMS messages directly within the platform.
4 votes -
Interaction Search
Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.
4 votes -
Warm Transfer Calls From RingEX USers to RingCX Agents
To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.
4 votes -
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Hi Team,
I’d like to submit a feature request related to RingSense analytics and call review capabilities.
Request:
Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.Customer Need:
Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate…4 votes -
Forced logout or manual logout reporting
To have a report on whether an agent was forced to log out by a supervisor or system log out due to a network issue, or manually log out on their own.
4 votes -
Drop Down Global Phonebook for Transfers when using the Desktop Ap
If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?
4 votesThank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.
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Auto-Reply Email Handling in RingCX
Overview:
Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
Current Limitations:
-Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
-Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
-There is no option to configure how…4 votes -
RCX | Same day caller reports
Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.
4 votes -
RCX | DNC list bulk removal
Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.
4 votes -
Dashboard Sharing
Please add the option to edit a real-time dashboard for all users it's shared with, and a way to view whom a dashboard has been shared with. This would greatly improve the experience for admins and make it easier for them to create and share dashboards with supervisors.
4 votes -
Agent Search on the Platform
Agent Search on the Platform
The search functionality within the Agents section does not return any results when used to assign the IB-MAIL or IB-Phone skill. This behavior is abnormal and prevents proper identification or selection of the relevant skills.
Access Path:
User Interface → Agents → Select User → Digital Access or Inbound Access → Search for an Agent
Expected Behavior:
The search should:Display IB-MAIL or IB-Phone agents as a priority (highlighted or listed first),
Correctly show the skill that matches the entered criteria.Additional Observation:
The search works correctly when performed through the Customer Journey menu. However,…4 votes -
Improved Handling of iOS/Android Call Screening in Predictive Dialer with Enhanced Voicemail Detection Profiles
Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.
Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing,…
4 votes -
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available.
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.
4 votes -
Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to…
4 votes -
Have AI Summaries and Transcriptions show in plain text on RingCX Analytics instead of a URL
Currently the AI Summaries and transcriptions are showing on the reports in the form of URLs. Some customers would want to have this in plain text for it to be easier to extract from the reports as well as easily visible in activity logs when using RingCX embedded agent applications.
4 votes -
Ask first transfer creates a blind conference. Does not behave as expected.
When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.
Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.
4 votes
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