135 results found

1. RingCX Feature Enhancement | Allow Administrator to change User Role from Analyst to Editor

   RingCX Feature Enhancement |

   Allow Administrator to change User Role from Analyst to Editor
   Currently Admin can only see "Viewer" and "Analyst".

   Related Article:

   https://support.ringcentral.com/article-v2/Enabling-Historical-reports-and-Historical-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US

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2. Full Access User Visibility to Real-time DNC Integration Field

   In RingCX, allow Full Access Users to see the Real-Time DNC Integration field in Campaign settings.

   Currently, only super admin views have access to this field.

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3. Modify RingCx Integrated Cloud Destination / External Contact Center

   Ability to access Cloud Destination outside RingCX to modify or configure

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4. Recover Deleted RingCX Account

   User accidentally deleted the user account and it would be better to have an option to retrieve/recover it so they won't be able to re-create it from scratch

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5. More granular auditing and alarming on RingCX configuration changes.

   The ability to create configurable alarms on critical configuration changes. This would enable proactive notification for us and our customers if a sensitive setting is altered.

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6. Customer Profile Field Customization

   We would like to suggest the ability for admins to add additional customizable fields that do not currently exist within the Customer Profile area at present. This would be for account numbers, enterprise wide information common to customers.

   3 votes

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7. RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page

   Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

   • Account + below

   or

   • Account w/o below
   • Agents + below
   • Campaigns + below
   • Phone Numbers + below
   • Utilities + below
   • Voice Inbound + below
   • Workflow + below

   This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While they can edit the settings on the portal, they cannot save any modifications.

   To avoid any future confusion, I would like to suggest we introduce a toggle within the roles and permissions that would allow to individually turn the access to the “Analytics” or “Admin” tiles off and remove them from an individual’s “Welcome Page”.

   Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:

   • Account + below

   or

   • Account w/o below
   • Agents + below
   • Campaigns + below
   • Phone Numbers + below
   • Utilities + below
   • Voice Inbound + below
   • Workflow + below

   This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While… more

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   13 votes

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8. Grant RingCX customers access to enable/disable countries for international calling.

   Grant RingCX customers access to enable/disable countries for international calling.

   Since updating International Access can result in significant charges, modification can be done through RingCX Support by designated customer representatives only.

   11 votes

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9. RingCX Custom Role for Admins (Assign Queues)

   Customer wants to have an option to select queues in Custom Role assigned to their Admins for reporting or Real-time Dashboard access and not all of the queues

   2 votes

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10. Allow editing of Call Detail Record info instead of manual pass

    Allow editing of Call Detail Record info instead of manual pass.

    3 votes

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11. Give meaningful error message when trying to move number assigned to ring cx to inventory

    When trying to move a phone number assigned to Ring CX to back to inventory, the following error message is presented: "We are sorry to inform you that you cannot proceed caused by internal error."

    This error message is not useful. In order to move the number to inventory, it first needs to be assigned to a non-CX destination. Then the number can be moved to inventory.

    4 votes

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    Needs More Information  ·  1 comment  ·  Admin experience  ·  Delete…  ·  Admin →
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12. RingCX - Matching disposition in Voice and Digital Queues

    We want to be able to create a disposition that can be used in both Voice and Digital Queues.

    2 votes

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13. I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search functi

    I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search function only supports exact matches, which can limit efficiency and usability when locating contacts, conversations, or other relevant data.
    To enhance the user experience and improve productivity, it would be extremely helpful if the search feature could support:
    • Partial name searches (e.g., searching for “Johns” would return “Johnston” or “Johnson”)
    • Partial number searches (e.g., searching for an area code if whole number is not known, currently number searches must be complete AND have the 1 in front)
    • Wildcard searches using characters such as * or ? for broader or more flexible results
    These capabilities are especially important for users who may not recall full names or exact terms, and they are common in many enterprise platforms to support better data accessibility.
    We would greatly appreciate it if your development team could consider adding these enhancements to a future update.
    Thank you for your time and for continuing to improve the RingCX experience.

    I’d like to submit a feature request for the RingCX product regarding the search functionality. Currently, it appears that the search function only supports exact matches, which can limit efficiency and usability when locating contacts, conversations, or other relevant data.
    To enhance the user experience and improve productivity, it would be extremely helpful if the search feature could support:
    • Partial name searches (e.g., searching for “Johns” would return “Johnston” or “Johnson”)
    • Partial number searches (e.g., searching for an area code if whole number is not known, currently number searches must be complete AND have the 1 in front)… more

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14. More Specific Roles And Permissions

    We would like to be more specific with our roles and permissions, for each setting we should be able to assign the options to: view, edit, create. This should apply to all areas of the platform for example if I want someone to see the queue configurations but don't want them to edit I should be able to select view only.

    4 votes

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15. Case Sensitivity for Audio Search is not friendly

    1. Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
    2. Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
    3. Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A case-sensitive system punishes these errors, making it harder for users to get results on the first try.
    4. Limited Accessibility Case sensitivity might disproportionately affect users with dyslexia or those unfamiliar with the conventions of the metadata format. It can also be challenging for users working on devices with non-standard keyboards or autocorrect features.
    5. Poor Compatibility with Voice or Automated Inputs In scenarios where audio search is paired with voice commands or automated inputs, ensuring case accuracy can be impractical. Voice-to-text systems may not always apply the correct capitalization, leading to mismatched search results.
    6. Contradicts the "Forgiving Interface" Principle User-friendly interfaces are designed to tolerate minor errors and inconsistencies in input. A case-sensitive search system feels rigid and unaccommodating, alienating users.

    Solution Recommendation:
    Implement a case-insensitive search by default, allowing users to find results regardless of capitalization. If necessary, offer advanced search options where case sensitivity can be toggled on for specific use cases. This balances flexibility with usability.

    1. Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
    2. Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
    3. Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A… more
    2 votes

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16. RCX - Admin ability to share the dashboard to Supervisor only

    Admin ability to share the dashboard with the Supervisor only without admin access

    1 vote

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17. Unneeded Global Audio Files

    There are several unneeded and unprofessional audio files included in the Global Audio Files library. These either need to be removed by RingCentral or allow deletion from our CX instances.

    For example, one file says "You are eligible to receive your Shell gift card" and other states "you can have lower rates on your electric bill".

    3 votes

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18. Admin role to have ability to log out agents

    An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.

    8 votes

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19. Allow Super Admins to have a non billable agent account for testing

    Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.

    2 votes

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20. Phone Books to allow import of contacts

    It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.

    14 votes

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