118 results found

1. Align RingCX Agent 'Stats' Tab with Real-Time Analytics: Split 'Presented' into Inbound & Outbound

   Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.

   In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).

   This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.

   Proposed Solution
   Update the Table Settings within the Agent 'Stats' view to allow for more granular metric selection. Specifically, we request that the single "Presented" checkbox be replaced or supplemented with:

   Presented Inbound (Pres. IB)

   Presented Outbound (Pres. OB)

   This change should be reflected in both the Stats Table columns and the Summary Tiles at the top of the interface.

   Key Benefits
   Consistency: Aligns the Agent UI with the existing Real-Time Analytics/Supervisor reporting structure, providing a "single source of truth" across the platform.

   Performance Tracking: Allows agents to clearly see how many manual dials or outbound campaign calls have been presented versus inbound queue volume.

   Accuracy: Prevents confusion when an agent's "Presented" count is high, but their "Answered" count looks low because they were performing manual dials that are currently being lumped into the same stat.

   Operational Efficiency: Reduces the need for agents to ask supervisors for a breakdown of their activity, as they can self-serve this data directly from their RingCX workspace.

   Supporting Documentation
   Refer to attached: JLP RCX Agent Stats Settings.jpg – Shows the current limitation in the Table Settings.

   Refer to attached: JLP RCX Real Time Dash.jpg – Shows the existing functionality in Analytics that we wish to see mirrored in the Agent view.

   Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.

   In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).

   This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.

   Proposed Solution
   Update the Table Settings within… more

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2. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g., system sleep, network timeout, or WebSocket disconnects):

   🔄 Replace “WORKING” with a clearer status such as:

   “Connection Lost”
   “Disconnected”
   “Session Timeout”
   “Network Error”

   This status should only be triggered during system-driven disconnections, not manual agent actions.

   Why This Matters:

   • Improves transparency in real-time dashboards and routing behavior.

   • Helps admins and supervisors immediately identify connection issues vs. assuming the agent is working.

   • Reduces missed or mishandled calls due to misinterpreted statuses.

   • Supports accountability and follow-up (e.g., reaching out to the agent to check if they’re experiencing technical issues).

   • Aligns agent state logic with actual backend session state and improves operational visibility in high-volume contact centers.

   Reproducible Scenarios:

   Agent is logged in and set to AVAILABLE.
   Machine enters sleep mode.
   Upon waking, session reconnects — agent is placed in “WORKING” despite no input.

   OR

   Agent places an outbound call to a disconnected number.
   Call fails; agent transitions to “WORKING” without taking any further action.

   Impact:
   • Frequent confusion among admins.
   • Incorrect routing behavior due to “active” status.
   • Average of 4–5 agents per hour affected.
   • Impacts SLA, productivity, and agent accountability metrics.

   Suggested Implementation:
   • Enhance session reconnection logic to check:

   • If agent is not actively engaged with UI.

   • If the reconnection was system-triggered (e.g., Layer 2 reconnect or socket timeout).

   → Place agent into a descriptive, non-selectable system state that reflects the disconnection reason.

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g.,… more

   124 votes

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3. INTERCEPT

   Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

   Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

   This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

   We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual reason for the call failure. Examples would include:

   Invalid Number

   Blocked by Carrier

   Rejected by User or Declined

   Implementing this change would provide immediate, actionable insight into call failures directly within the user interface. This would significantly improve the user experience, reduce administrative overhead, and allow for much faster troubleshooting.

   Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

   Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

   This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

   We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual… more

   54 votes

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4. Automatically log the RingCX agent out after they stay idle for a certain period of time

   To have a settings where they can set an idle time to automatically log out RingCX agent.
   New status "Auto Logged Off" to track in reporting.
   Option to schedule log outs, e.g. in the end of the day.

   8 votes

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5. Feature Request: Granular Call Monitoring Permissions for Agent Role

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution Features:

   Add a "Call Monitoring" permission toggle to the Agent role settings.

   Allow Admins to assign monitoring access to specific queues or agent groups.

   Prevent monitored Agents from viewing or accessing unrelated queues or data.

   Benefits:

   Maintains strict data segmentation and confidentiality.

   Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

   Supports compliance and auditing policies more effectively.

   Improves operational flexibility without compromising security or visibility boundaries.

   This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution… more

   25 votes

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6. Transferring calls to RingEX Extensions via corporate directory

   To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

   Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

   62 votes

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7. Dashboard for agents and supervisors in RingCX

   RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

   79 votes

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8. Ability to remove suggested email addresses in RingCX

   We’d like an option for agents and supervisors to manually remove or delete suggested email addresses in the RingCX application.
   During testing, an email was sent to one of our team member’s personal address. Now, when users type the last name in the To field, both the personal and work addresses appear, and the personal address often gets selected because it appears first. We can’t find a way to delete or suppress that suggestion.

   4 votes

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9. 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

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10. Notification for agents when being on a call for too long

    Configurable alert to the agent based on time in call.

    We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.

    5 votes

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11. Closed Caption in CX

    RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
    This appears to be a product parity and accessibility issue, not a technical limitation.

    Why This Matters
    Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

    Deaf or hard‑of‑hearing agents
    Agents with auditory processing disorders
    Neurodivergent agents who benefit from visual reinforcement
    Non‑native speakers
    Agents working in noisy or shared environments

    While RingCX provides post‑call transcription and AI insights, accessibility requires real‑time participation, not retrospective review.

    Key Concern
    RingCentral already demonstrates the technical capability to:

    Generate real‑time transcription (RingSense, AI Assist, analytics)
    Display live captions in another core product (RingEX)

    However, RingCX agents cannot see this transcription live during calls, even though it exists during the interaction. This creates an inconsistency across RingCentral products and places contact center agents at a disadvantage.

    Business & Operational Impact
    Beyond accessibility compliance, live captions would:

    Improve agent comprehension and accuracy
    Reduce mishearing‑related errors
    Support faster onboarding and training
    Improve confidence and call quality in complex or high‑stakes conversations
    Enable more inclusive hiring and retention practices

    From an operational standpoint, this is a quality, performance, and workforce enablement improvement, not just an accommodation request.

    Request
    We strongly recommend that RingCentral:

    Add live closed captioning / real‑time transcription visibility for RingCX voice calls in the desktop app
    Allow captions to be:

    Agent‑visible
    Optional / toggle‑based to reduce cognitive load

    Treat this as an accessibility and compliance enhancement, not a general feature request

    Closing
    As organizations increasingly prioritize accessibility, inclusivity, and remote work, the lack of live captions in RingCX represents a growing gap. Aligning RingCX with RingEX in this area would significantly strengthen RingCentral’s accessibility posture and agent experience.
    We appreciate consideration of this feedback and would welcome inclusion of this capability on the RingCX product roadmap.

    RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
    This appears to be a product parity and accessibility issue, not a technical limitation.

    Why This Matters
    Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

    Deaf or hard‑of‑hearing agents
    Agents with auditory processing disorders
    Neurodivergent agents who… more

    4 votes

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12. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.

    41 votes

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13. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

    Problem Description
    When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).

    ---

    Expected Behavior
    If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.

    • 

    36 votes

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14. Enable Searching and Managing Contacts even without being on an Active call

    Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.

    Requested enhancement:
    Provide a centralized Contacts view that allows agents to:

    Search and manage contacts at any time (not just during active calls)
    View full contact cards outside of calls
    Create, edit, and update contacts proactively

    2 votes

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15. RingCX Agent: Ability to Modify Voice Connection Options for Agents

    Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.

    This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.

    10 votes

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16. Dashboard Configuration Rule - Email Notification

    It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.

    6 votes

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17. base state

    Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".

    Currently, there are the Base States of:
    Available
    On Break
    Away
    Lunch
    Break
    Training
    Working

    The added custom states fall under one of those categories.

    Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.

    11 votes

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18. Control CNAM of Caller

    Change the CNAM of the Caller's Phone Number outside RingCentral

    6 votes

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19. Add more Stats to Agent screen in RCX

    Please add Total wrap time , total break time , total lunch time , total coaching time that are visable to agents on their stats page

    8 votes

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20. Extend RingCX Call History View to 30 Days

    RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more context switching) and slashes support tickets for “Reports” access.

    RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more… more

    16 votes

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