185 results found
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Agent Ability to Delete Emails/Conversations
Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.
The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.
We would therefore like to request the addition of an agent-level email/conversation deletion feature,…
2 votes -
Consistent Full Call Recording Across Transferred Calls in RingCX
Summary of Issue
When a call is transferred from one agent to another, the call recordings are inconsistent. In many cases, only the first agent's recording segment is available, while in other cases only the second agent's segment is recorded. This makes it difficult to review the complete customer interaction from start to finish.
Current Behavior
Calls are transferred between agents.
Both agents are expected to have their portions of the interaction recorded.
Recording results are inconsistent:
Sometimes only the first agent's segment is recorded.
Sometimes only the second agent's segment is recorded.
The complete conversation is not always available…1 vote -
Improve Recording Availability and AI Controls in RingCX
Improve Recording Availability and AI Controls in RingCX
Summary of Request:
The current experience with call recordings in RingCX negatively impacts daily operations. Recordings are often not available immediately after a call ends, making it difficult for agents to review recent conversations while assisting customers. In some cases, recordings from calls completed 20 or more minutes earlier are still unavailable in ACE, causing delays and reducing productivity.Business Impact:
Agents cannot promptly review call details needed for follow-up actions.
Delays in recording availability affect workflow efficiency and customer service.
Users have limited visibility into when recordings will become available.
Reliance…1 vote -
Unified access across rest of world, and India specific tenant
We are a client who has a India facing tenant, and a rest of world tenant. We have supervisors who supervise agents across both tenants. There is no easy way to view agent status , manage agents, or reporting in a single pane of glass across both tenants.
This is something that our team needs to allow our supervisors to effectively manage their teams.
1 vote -
Expose API data when a call is connected
We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.
3 votes -
Show agent's notes on specific call in call history
When setting disposition, agent can leave free text notes related to that call together with AI generated summary. However, these notes are never shown in the call details under calls history. The suggestion is to show these custom notes as well.
1 vote -
RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status
Feature Enhancement Request – RingCX
Title: Audible Notification for Agent Pending Disposition (Pend-Disp) StatusRequest Summary:
Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.Current Behavior:
In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication…
3 votes -
Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains
Dear RingCentral Product Team,
I would like to formally request a feature enhancement for RingCentral’s web applications.
Feature Request:
Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:• app.ringcentral.com
• ringcx.ringcentral.com
• engage.ringcentral.com
• All associated subdomains
Business Use Case:
Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.
…
9 votes -
Update agent state
Current Behavior:
When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."
Expected Behavior:
The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.
Business Value:
Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain…
1 vote -
Engage Digital -Ability to change the language settings in the user interface
Currently you can only change the language from the admin but not on the user interface
1 vote -
Prevent Unexpected Session Interruptions when accessing voicemail notification links
Feature Request: Prevent Unexpected Session Interruptions
Please enhance session handling to prevent active agent sessions from being unexpectedly interrupted when accessing voicemail links. Interruptions can disrupt ongoing work, cause agents to lose progress or context, and result in an inconsistent user experience.
Ideally, sessions should remain active while work is in progress or provide a clear warning and recovery mechanism before timing out. This enhancement would help agents complete tasks more reliably and provide users with a smoother experience.
1 vote -
Ringcx Supervisor ability to assign queue to agents
Ability for a supervisor to assign queue to agents and update their session.
1 vote -
Ability to change default selection when transferring calls
At the moment, when we select the transfer button, the default selection is the phone book. We would like to change this to the Corporate Directory. This also includes the "Stay on call" option being selected by default. This should follow the last selected option instead of being enabled every time.
1 vote -
Searchable Call Dispositions
Issue:
After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.Business Impact:
This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.Requested Enhancement:
We request that the Product team review this limitation and consider restoring searchable call disposition…1 vote -
Ability to hide or disable RingCX/SPOG within the application
The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.
2 votes -
Disable TT Accept for Calls from Track Number Routing in RingCX
Request:
Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.Current Behavior:
When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.Requested Behavior:
Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.Business Rationale:
This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It…1 vote -
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature RequestEnhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.
Current Behavior
When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.
In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.
Requested Enhancement
Display the…
1 vote -
Sub-Status Selection During "Engaged" State for Mid-Call Task Tracking (RingCX)
Hi Team,
I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.
Customer Use Case & Workflow
The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.
Proposed Feature / Ideal…
2 votes -
More color themes for both dark and light modes
I would really appreciate having more theme options, as this is the primary platform I use throughout the day, and it is nice being able to change things up. Especially, since I am prone to migraines and so are some members of my team, and there are limited options for both light and dark modes.
1 vote -
Feature Request — Extend Agent Call History to 7 Days
Customer Request:
Allow agents to access and review their call history for at least the previous 7 days.Current Behavior:
There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.Customer Requirement:
The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.Business Use Case:
Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with…1 vote
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