1612 results found

1. call back to follow queue business hours

   We have a CX Queue called RPS.  On Fridays, the queue closes at about 4:30pm.  The agents log off and go home.  Sometimes there is a requested callback still waiting to happen.  The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department.  The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment.  This agent then at 6:45am fields the callback that was left the previous night.  This is too early to be calling patients.  We would like that callback to start at 8:00am. 

   We have a CX Queue called RPS.  On Fridays, the queue closes at about 4:30pm.  The agents log off and go home.  Sometimes there is a requested callback still waiting to happen.  The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department.  The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment.  This agent then at 6:45am fields the callback that was left the previous night.  This is too early to be calling patients.  We would like that callback to start at… more

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   New  ·  6 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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2. Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

   Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

   As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:

   When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.

   Here’s why it matters:
   - Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
   - Accurate feedback: Surveys are tied directly to the agent who handled the call and the queue where it was answered, so reporting stays actionable.
   - Higher participation: Customers decide upfront if they want to provide feedback, increasing completion rates and making the data more reliable.
   - Agent-level accountability: This ties survey results directly back to the people and teams who can act on them. We also include the CSat scores as part of the performance pay program.

   This feature would give leaders like me better visibility into customer satisfaction while keeping the process frictionless for both callers and agents, allow me to coach agents and fix process for specific businesses based on customer feedback data.

   If you’d also like to see smarter, cleaner post call surveys in RingCentral, please upvote this idea. The more support it gets, the sooner we can all benefit from better feedback data!

   Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

   As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:

   When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.

   Here’s why it matters:
   - Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
   - Accurate feedback: Surveys are tied directly… more

   26 votes

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3. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

   We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

   By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

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4. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

   When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

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   3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSergey (Group Product Manager, RingCX, RingCentral) responded

   This issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.

5. Robo calls and Spam caller detection

   This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.

   25 votes

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6. Admins to be able to delete call recordings within RingCX

   Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.

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   New  ·  1 comment  ·  Call & screen recording  ·  Delete…  ·  Admin →
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7. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

   Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

   Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

   This function needs to exist so that our Agents can better identify our customers as the call in.

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   New  ·  4 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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8. Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership

   Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

   I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

   This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show as not having an owner.

   There is currently no way to delete this or reports not owned without engaging RingCentral's support team.

   Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

   I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

   This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show… more

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   Planned  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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9. RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail

   The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.

   This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator

   While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to be recorded for digital queue events (ChatQueueEvent).

   Additionally, we require the ability to review and understand the specific voice or digital queue for which any modification was made. Without this detailed information, the data currently captured is of absolutely no use.

   The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.

   This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator

   While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to… more

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   Planned  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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10. RingCX IVR press path report

    It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.

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    Future Consideration  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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11. Dashboard view modification

    Please add an option to hide the extra part at the bottom for the real-time dashboard.

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    Under Review  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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12. Include Name & Number in Caller ID

    Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

    25 votes

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    Under Review  ·  7 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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13. Give possibility to calculate the SLA on FB Messenger over all responses, not only the on the first response.

    I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?

    25 votes

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    Under Review  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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14. change button shape and placement

    Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.

    It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.

    Please see case 28193631 for further information along with a video.

    24 votes

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    Needs More Information  ·  3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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15. Remember Agent Selected Voice and Digital Queues at Next Login Checkbox

    I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next login if they need to generally make themselves available for the same queues at each login simplifying the process and Agent experience.

    I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next… more

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    Under Review  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. Enable Call Controls in RCX Agent UI when dialing Mobile Numbers

    When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    24 votes

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    Under Review  ·  5 comments  ·  Other  ·  Delete…  ·  Admin →
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17. Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions

    Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

    Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

    • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

    • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

    • Forwarding: Route the direct call to a prefered destination.

    Business Value:

    • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

    • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

    • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

    Benefits:

    • Eliminates administrative overhead for agents.

    • Provides more professional call handling options during active CX sessions.

    • Allows for "Active" rather than "Passive" call management.

    Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

    Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

    • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

    • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

    • Forwarding: Route the direct call… more

    23 votes

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    New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. calls whatsapp using Cloud API

    Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
    https://developers.facebook.com/docs/whatsapp/cloud-api/calling
    This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
    It is a highly requested feature, due to the public availability on WhatsApp.
    It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
    it will allow to send messages directly to a customer while on call. (in this case, template are not required)
    user initiated calls to business are free and there is a cost for business initiated. The pricing guide is attached to this initiative.
    SIP with webRTC is available https://developers.facebook.com/docs/whatsapp/cloud-api/calling/sip

    Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
    https://developers.facebook.com/docs/whatsapp/cloud-api/calling
    This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
    It is a highly requested feature, due to the public availability on WhatsApp.
    It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
    it will allow to send messages directly to a customer while on call. (in this case, template are not required)
    user initiated calls to business are free and there is a cost for business initiated. The… more

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    23 votes

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19. Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "

    When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

    In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

    If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the process if they wish to continue with requeue, losing their original place in line from the first attempt.

    Agents are also unable to drop from the call once it has begun "requeuing" to the secondary queue until it is answered by an agent from the secondary queue. If agent chooses to hang up while waiting in the secondary queue, the entire call drops.

    We need to add the ability to control both calls independently when utilizing "Requeue" and "Stay on call" option just like a warm transfer would allow.

    When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

    In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

    If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the… more

    23 votes

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20. All Messages Conversation Search Enhancement

    There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

    Please see the screenshots.
    If a number is formatted in 3 different ways as it's used in RCX:
    (734) 279-2221
    17342792221
    734-279-2221

    When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or if they have already spoken with us.

    RCX engineers were able to confirm that this is how the search function does and should work, as it stands today. So when you are searching there, you are using a search feature for text which means that it will look for that exact phrase. What would need to be done in order for this to work smoothly would be adding a search parameter that would be able to remove things like the dashes, search with and without country codes in both E614 formatting and regular formatting. 

    There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

    Please see the screenshots.
    If a number is formatted in 3 different ways as it's used in RCX:
    (734) 279-2221
    17342792221
    734-279-2221

    When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or… more

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    23 votes

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    Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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