1363 results found
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Single Pane of Glass | Both EX and RCX call logs should appear on the same page
Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page
2 votes -
PII Compliance within RingCX
RingCX has the PCI compliance ability, however it does not contain the ability for PII compliance within call recordings, transcripts, or AI summaries.
This should be a feature within RCX to begin with to meet compliance records.
2 votes -
Business Hours Filter in RingCX Analytics
Summary:
- We would like to request the ability to apply filters in RingCX Analytics that limit data to business hours only, in addition to the existing date-based filters.Current Limitation:
- At present, Analytics filters in RingCX can be applied based on date ranges, but there is no option to restrict reports to specific hours of the day (e.g., business operating hours). This makes it difficult to generate accurate performance reports that reflect true operational hours.Requested Enhancement:
- Add a filter option that allows users to:
- Apply reports to defined business hours (e.g., 8:00 AM – 5:00…2 votes -
Allow RingCX alerts to be sent to multiple selected users
It would be highly beneficial if RingCX alerts allowed Admins to select multiple users as recipients within a single alert configuration.
At present, alert routing appears to require either:
Single-user targeting, or
Separate configurations per user
This increases administrative overhead and makes alert management more difficult at scale.
Enhancing this to support multi-user selection would:
Reduce duplication of alert configurations
Improve scalability for larger teams
Ensure consistent notification distribution
Simplify ongoing maintenance
This is especially important for operational alerts that need to notify multiple Supervisors or stakeholders simultaneously.
2 votes -
Automatic Queue Log Out After Configurable Inactivity / Time Threshold
It would be highly beneficial to introduce a configurable automatic log-out feature for agents after a specified time threshold (e.g. end of shift or defined inactivity period).
Key requirements:
Admin-defined time threshold
Agents on an active call at the time of trigger would not be interrupted
Once the active call ends and the agent submits the disposition, they should not return to Available, instead, they should automatically be logged out of all queues
This would:
Improve queue governance and SLA integrity
Prevent agents remaining accidentally logged in after shifts
Reduce manual supervision effort
Support stronger adherence and workforce management controls
…
2 votes -
Add Agent Capacity Profiles to manage concurrent async and real-time workloads
Description:
In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.
Pain Point:
Without agent capacity control:Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.
Supervisors cannot reserve a portion of agent availability for…
2 votes -
- Susan reports they are receiving inappropriate chat - The wanted to confirm if its the same person that is pretending to be a 30 different
- They are receiving inappropriate chat
- The wanted to confirm if its the same person that is pretending to be a 30 different people
- That chat is being received in their Chat Channel
2 votes -
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.
2 votes -
Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)
Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.
While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.
Expected / Requested Enhancement:
Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound…2 votes -
Interaction Summary Overview in Contact Card for Agents
Today, an agent can see the summary of each interaction. It would be highly valuable to agents if they could see at the top of the list of historical interactions a summary of the previous several interactions to see what's been talked about overall, without having to review every interaction. A paragraph summary including topics discussed will save agents a huge amount of time and improve customer satisfaction.
2 votes -
"Defer" option for Digital Interactions in RingCX CRM integrations
My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.
The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.
The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today
2 votes -
Enhance Dynamics 365 CIF Search API to Support Full Entity Search
RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:
/api/data/v9.0/accounts
/api/data/v9.0/contacts
/api/data/v9.0/leads
/api/data/v9.0/opportunities
/api/data/v9.0/incidents
That means searches are limited to just the name or title fields, which is pretty restrictive.
Request
Switch to using the Dynamics 365 Search API endpoints:/api/search/v1.0/suggest
/api/search/v1.0/query
These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.
Why this matters
Users can find records based on any searchable field, not just name/title.
A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.
Custom fields are fully supported, so organizations…
2 votes -
UI/UX Alignment: REX Supervisor Interface Parity with RCX
Aligning the REX interface with the RCX layout is essential for operational consistency. Having a uniform design minimizes the learning curve for supervisors and reduces navigation errors when switching between platforms.
2 votes -
Consolidation of REX and RCX Analytics
Currently, data is fragmented across two platforms, creating a disconnected view of agent performance. Consolidating these reports is essential to ensure a single source, eliminate manual data reconciliation, and provide leadership with a holistic view of inbound/outbound calling productivity.
2 votes -
RingCX Default as outbound caller ID
It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.
2 votes -
Feature Request: Custom Survey Dashboard (Simplesat-like Experience)
• Summary
Request the development of a Custom Survey Dashboard to provide a simple, centralized, and actionable view of survey performance, similar to the functionality offered by Simplesat. The goal is to make it easy for stakeholders to quickly understand what data is available, how surveys are performing, and to drill down into individual feedback.
• Business Objective
Improve visibility into survey results across multiple support groups
Reduce time required to interpret survey data
Enable data-driven decisions through clear metrics and accessible feedback
• High-Level Requirements
- Dashboard Overview
A top-level Overview that summarizes all groups being measured
At-a-glance visibility into…
2 votes -
comments in the report to be increased to more than 125
Limited comments in the report. We are able to type as many characters as we need in the comments section of the questionairre but it seems to be limited to 125 characters on the report. How do we increase the number of characters on the report? Lead number 870551 is an example of this.
2 votes -
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Y
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Yealink T54) correctly resolve names from the RingCentral Company Directory.
2 votes -
Persistent login across browser tabs for Dynamics
Feature Request: Persistent Login for RingCX Dynamics Agent
Description:
The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.Current Behaviour:
Users must log in again after navigating to a different tab or application.
This causes delays and frustration.
Proposed Enhancement:Maintain login sessions while users switch tabs or applications.
Keep authentication valid for the duration of the Dynamics session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls…
2 votes -
Disable phone number recognition
Disable phone number recognition.
Currently, the RingCX Email interface automatically injects a Telephone Icon and click-to-dial hyperlink onto all numerical strings in email replies. This behavior is overly aggressive and frequently misidentifies non-phone data (such as Reference IDs, SKU numbers, and currency) as dialable numbers.2 votes
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