1424 results found

1. Chat Popout Window

   Allow user to pop chat window out, incase they need to navigate away from the current window.

   14 votes

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   Under Review  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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2. Cost Centers built in RCX

   Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

   45 votes

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3. transfer

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
   • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

   ---

   Expected Behavior:
   • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
   • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

   ---

   Business Impact:
   • The customer relies heavily on the Interaction Details Report to track individual agent activity.
   • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
   • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

   ---

   Use Case Reproduction (as demonstrated by customer):
   1. Agent places outbound call (OB) to their own cell.
   2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
   3. Interaction Details shows:
   o 2 call segments (same UII),
   o 1st segment: agent name populated,
   o 2nd segment: agent name = N/A.
   4. Filtering by agent omits the 2nd segment entirely.

   ---

   Supporting Evidence:
   • Multiple test scenarios (UIIs included in case notes).
   • Screenshots, spreadsheets, and logs attached to Case 27382978.
   • Customer provided 4-page Excel document showing discrepancies between reports.
   • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

   ---

   Requested Solution:
   Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a… more

   • 

   68 votes

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   Under Review  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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4. 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.

   83 votes

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   Under Review  ·  12 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

   Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

   Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

   The "My Messages" section offers the following options:
   -Transfer (to a queue)
   -End Message
   Extra Actions:
   -Recategorize
   -Reassign (directly to an agent)
   -Mute Author
   -View audit log
   -Change Language
   -Anonymize
   -Ask an expert

   The "All Messages" section offers the following options:
   -Solve (End Message)
   -Defer
   Extra Actions:
   -Recategorize
   -Mute Author
   -View audit log
   -Change Language
   -Anonymize
   -Ask an expert

   I propose unifying options and behaviors across "My Messages" and "All Messages" sections to improve efficiency and user acceptance. This includes consistent functionality for transferring to agents/queues and deferring messages. Standardizing these features will simplify workflows, eliminate view-switching for basic tasks, and reduce effort for agents and supervisors.

   Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

   Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

   The "My Messages" section offers the following options:
   -Transfer (to a queue)
   -End Message
   Extra Actions:
   -Recategorize
   -Reassign (directly to an agent)
   -Mute Author
   -View audit log
   -Change Language
   -Anonymize
   -Ask an expert

   The "All Messages" section offers the following options:
   -Solve (End Message)
   -Defer
   Extra Actions:
   -Recategorize
   -Mute Author
   -View audit log
   -Change Language
   -Anonymize
   -Ask an expert

   … more

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   •  

   •  

   •  

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   70 votes

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   4 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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   Planned  ·  AdminKirill.V Valov (Group Product Manager, RingCentral) responded

   In design

6. Enhanced Call Termination Attribution with Contextualized Termination Reason

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior to termination.
   - Additionally, backend session logs contain more precise information, but this is not exposed in customer-facing reporting.

   Proposed Enhancement:
   1. Split “Termination” into Two Distinct Fields

   A. Disconnect Source (New Primary Field – Required)
   - A definitive field that identifies who or what actually ended the call:
   Caller Disconnected
   Agent Disconnected
   System Disconnected
   Network/Media Failure
   Timeout Expiry
   Transfer Failure (final hop failure)

   B. Termination Reason (Contextual Field – Existing Concept Refined)
   Retain and clarify the current “Termination” field, but redefine it as:
   The last known routing or system event preceding call termination.

   Examples:
   Queue Transfer
   Agent-to-Queue Requeue
   Skill-Based Routing Action
   Internal System Redirect
   Conference Bridge Attempt

   1. Add Relationship Clarity Between Fields

   Introduce reporting UI/labels that make the relationship explicit:

   “Termination Reason (Pre-Disconnect Event)”

   This prevents misinterpretation in reporting dashboards and exports.

   1. Enhanced Call Timeline Visibility

   Where possible, provide a structured event timeline per interaction:

   Call Entered Queue
   Routed to Agent
   Internal Requeue / Transfer Attempt
   Agent Connected
   Disconnect Event (Source)
   Termination Reason (Last System Action)

   This helps correlate both fields in sequence.

   Customer Impact

   This enhancement would:

   Eliminate confusion between routing events and disconnect ownership
   Reduce misinterpretation of “Termination” as a failure or disconnect cause
   Improve accuracy in QA, auditing, and escalation analysis
   Reduce dependency on backend Support logs
   Enable more reliable root cause analysis for short-duration calls

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior… more

   5 votes

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7. Recording from RingCX should be assigned to the agent who answered the call

   For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.

   12 votes

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8. Automatic Greeting/Announcement on Outbound Calls Made Within RingCX

   Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.

   16 votes

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   New  ·  2 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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9. Audible notification for incoming call & DTMF support

   Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in this instance to lessen the confusion

   Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in… more

   9 votes

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   Implemented  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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10. Real-Time Dashboard rules

    Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.

    If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection

    Use Case :
    • Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues

    6 votes

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11. Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign

    currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID

    11 votes

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12. Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech.

    Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech. This is especially important as many of our clients are seniors who may speak or respond more slowly, and a matched pace helps create a more comfortable and accessible interaction.

    6 votes

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13. Function to Disable Extensions

    We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.

    33 votes

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14. call offers for the longest wait time

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.

    RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

    -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

    -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

    We understand that this behavior aligns with the current design of RCX,… more

    230 votes

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    Under Review  ·  13 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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15. Feature Request: RingCX | API for Microsoft Company Directory Integration

    Description

    • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

    They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

    Requested Capability

    • API-based integration between RingCX and Microsoft Company Directory

    • Sync or query users and contacts from Microsoft 365 / Azure AD

    • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

    Business Value / Use Case

    • Improves agent efficiency by eliminating the need to manually maintain contacts

    • Ensures a single source of truth for corporate directory data

    • Reduces operational overhead and data inconsistency

    • Enhances enterprise adoption for Microsoft-centric environments

    Current Limitation
    • RingCX does not currently provide a native API or connector to integrate with Microsoft Company Directory.

    Description

    • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

    They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

    Requested Capability

    • API-based integration between RingCX and Microsoft Company Directory

    • Sync or query users and contacts from Microsoft 365 / Azure AD

    • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

    Business Value / Use Case

    • Improves agent efficiency by eliminating the need to manually maintain contacts

    • Ensures a single source of… more

    7 votes

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    Future Consideration  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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16. 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

    3 votes

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17. RCX | Increase data download

    have the ability to increase the data download in RingCX analytics from 80,000 to higher.

    5 votes

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18. Ring CX Place in Queue announcement to be able to play multiple times

    Currently, the "Place in Queue" announcement plays only once when the "Route to Agent" queue event is first triggered. The desired functionality is to have an option for this announcement to loop and repeat at adjustable intervals. Ideally, the position in queue should be recalculated and announced each time, without the need to chain multiple "Route to Agent" events sequentially.

    3 votes

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19. RingCX Feature Request: Native Integration for RingEX Call Queue Transfers

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would like a feature that automatically integrates RingEX call queues into the RingCX directory, providing a seamless and automated way to transfer calls. This is a feature request, not a Salesforce adapter issue.

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would… more

    20 votes

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20. Enable Automated Disposition Email Generation for Manual Outbound Calls

    RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.

    However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.

    Current Limitation:
    Automated disposition-triggered emails only work for inbound calls
    Manual outbound calls do not generate emails, even when dispositions are applied
    Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound calls

    Requested Enhancement
    Enable automated email generation for manual outbound calls, using the same logic that exists for inbound calls.
    The system should automatically generate an email with the following fields:

    Subject: Disposition name selected by the agent
    Recipient: Email address pulled from the client database
    Email Body:

    First Name
    Last Name
    Caller’s phone number
    AI-generated call summary
    Any additional data stored in the database
    Feedback (if available)

    RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.

    However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.

    Current Limitation:
    Automated disposition-triggered emails only work for inbound calls
    Manual outbound calls do not generate emails, even when dispositions are applied
    Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound calls

    Requested Enhancement
    Enable automated email generation for manual outbound calls,… more

    2 votes

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    New  ·  3 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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