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  1. Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

    Max Q, Avg Q etc.

    88 votes

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  2. Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

    35 votes

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    I'm pleased to announce that this feature is live! RingSense (RS) now lets you:

    • Filter interactions by Queue (REX/RCX) and Disposition in the filter panel.
    • See source identifiers on each interaction—including the queue (REX, RCX) and the final Disposition value—for clear traceability.
    • Target scorecards using Queue and Disposition so you can tailor evaluations by routing path or final outcome. (Great for customizing scorecards by team/flow or result.)

    More details in the attached screenshots.


    Why this matters

    1. Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
    2. Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
    3. Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.
  3. Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    32 votes

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  4. Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    28 votes

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  5. Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.

    It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.

    8 votes

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  6. In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.

    I purpose to amend the design to fall within…

    5 votes

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  7. We greatly need a dark mode feature. the white screens are so tiring on the eyes all day. Night mode on the computer itself helps a bit but having a complete dark mode feature for ringcentral is the remedy.

    41 votes

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    Dark mode is now supported with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.


    https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/

  8. Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent

    Summary:
    Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.

    Description:
    Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.

    By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:

    1. Search for and select contacts by name, email, or…

    7 votes

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  9. Requesting an option or ability to disable the file upload feature in RingCX Digital Chat, as it poses significant security risks such as malware, spyware, and numerous other threats.

    10 votes

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  10. Request to increase the maximum character count for RingCX SMS.

    4 votes

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  11. While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.

    6 votes

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    We're excited to announce that we've listened to your feedback have rolled out a new update for the RingCX for HubSpot extension!

    The Click to SMS feature is now available.

    https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US

  12. Hello Team,

    I hope you're doing well.

    We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:

    Add RingSense for RingCX as an icon in the RingCentral app.

    Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.

    This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.

    Please…

    5 votes

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  13. Currently IB queue SLA% is calculated using the "Presented" metric -- "Presented" is calculated using both IB calls presented to an agent AND OB session/Agent Leg connection calls. -- This inherently skews SLA% as the OB session/Agent Leg connection calls are not true/real calls "presented" to the agent. The SLA% should calculate only IB calls; e.g. if a customer has a 30 second SLA set and 100 calls come into a queue (90 are answered prior to 30 seconds) their SLA% (adherence) would be 90%.

    4 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  14. Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):

    when making a transfer:
    put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,

    then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:

    in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
    "Cancel Transfer : EXtension xxxx" .

    17 votes

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  15. We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    19 votes

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    Implemented  ·  2 comments  ·  Other  ·  Admin →
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  16. Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.

    If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.

    3 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  17. We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    15 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  18. Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

    6 votes

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    Implemented  ·  3 comments  ·  Other  ·  Admin →
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  19. Need the ability to export IVR Studio so they can be shared and imported.

    41 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  20. I have a customer who is utilizing 13 total Queue Priority levels with Dialpad today. They have many customers they service with queues allocated to each of them, around 90 queues total. They assign priority based on SLAs they are contractually obligated to meet. Priority Groups will not work for them as they also utilize agent ranking from 1-100. Today, RingCX has "High Level 5" as the highest tier in priority. This is extremely important to them and has been noted as a deal breaker.

    This is essential to customers who provide 3rd party support to a large client base…

    2 votes

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    Implemented  ·  1 comment  ·  Other  ·  Admin →
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