1509 results found

1. Wants to see Requeued Calls and Transferred Calls in RingCX Analytics

   Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
   Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.

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2. 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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3. display queue name when call comes in in embedded RingCX for Zoho

   It's important to see what call queue the call is comin in so that agents would know their opening spiel

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   Implemented  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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4. RingCX Analytics Historical Reports Column Slider Adjustment

   RingCX Analytics, creating a private historical report, using metrics.

   The column to search for metric data such as Queue Inbound Answered Interaction should be adjustable from left to right so that admins can see the full name of the metric.

   Currently there is a question mark icon next to the metric that will display the full name and additional information, but without knowing all the names of the different metrics available, it can be time consuming highlighting the question mark for each one.

   I did find that if I rename the metric, then the full name will display below the metric in the column where I dragged the metric to.

   RingCX Analytics, creating a private historical report, using metrics.

   The column to search for metric data such as Queue Inbound Answered Interaction should be adjustable from left to right so that admins can see the full name of the metric.

   Currently there is a question mark icon next to the metric that will display the full name and additional information, but without knowing all the names of the different metrics available, it can be time consuming highlighting the question mark for each one.

   I did find that if I rename the metric, then the full name will display below the… more

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5. Support for RingCX session initiation on mobile web browsers (iOS and Android)

   background:
   Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
   "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

   This occurs even when using updated versions of supported browsers.

   current behavior:

   Users can access the RingCX login page via mobile browsers
   Upon attempting to start a session, the system blocks access
   Error message indicates unsupported browser
   Issue is consistent across all browsers on iOS devices
   Similar limitations may occur on Android devices depending on configuration

   root cause (known limitation):

   iOS browsers are required to use Apple WebKit engine regardless of browser type
   RingCX relies on WebRTC and advanced browser capabilities not fully supported in mobile environments
   Platform detects mobile browser environment as unsupported for session initiation

   expected behavior:

   Users should be able to initiate and manage RingCX sessions from mobile browsers
   Platform should properly recognize supported mobile browsers
   If full support is not possible, provide:
   a mobile-optimized experience, or
   a clear and accurate compatibility message with guidance

   business impact:

   Limits agent and admin mobility
   Prevents users from handling calls or sessions while away from desktop
   Creates confusion due to misleading “unsupported browser” message
   Impacts customer experience and operational flexibility

   requested enhancement:

   Enable support for RingCX session initiation on:
   iOS mobile browsers (Safari/Chrome/Edge)
   Android mobile browsers
   Improve browser detection logic for mobile environments
   Provide fallback or limited functionality mode if full WebRTC support is not feasible
   Update error messaging to clearly indicate mobile limitation (if support cannot be implemented)

   workarounds:

   Use desktop or laptop with supported browsers (Chrome, Edge, Firefox)
   No viable mobile workaround currently available

   additional notes:

   This is a recurring customer inquiry and not an isolated case
   Similar requests have been raised regarding mobile accessibility and flexibility
   Aligning RingCX with mobile capabilities would improve competitiveness and user adoption

   background:
   Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
   "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

   This occurs even when using updated versions of supported browsers.

   current behavior:

   Users can access the RingCX login page via mobile browsers
   Upon attempting to start a session, the system blocks access
   Error message indicates unsupported browser
   Issue is consistent across all browsers on iOS devices
   Similar limitations may occur on Android devices… more

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6. Screen recording via RingCX Embedded App

   In the current RingCX embedded App via CRM, the ability to capture agent screen recordings is not available, regardless of whether agent screen recording is enabled at the voice queue level.

   1 vote

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7. RingCX Realtime Reporting: Agent Disposition

   Proposed Enhancement Request:
   - Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
   - Ability to view when an agent completes their call disposition in real time.
   - Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.

   Current Limitation:
   - At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows ACW duration or disposition completion status in real time.

   Business Impact:
   Adding these to Live Reporting would provide supervisors with:
   - Improved real-time workforce management
   - Better visibility into agent efficiency and adherence
   - Quicker identification of extended ACW times

   Proposed Enhancement Request:
   - Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
   - Ability to view when an agent completes their call disposition in real time.
   - Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.

   Current Limitation:
   - At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows… more

   2 votes

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8. 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.

   This can result in:

   • RNA/ Missed calls, messages, or notifications

   • Disruption to workflows

   • Reduced productivity, particularly in browser-centric or VDI environments

   Proposed Enhancement:

   • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

   S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

   • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

   • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

   Benefits:

   • Reliable session persistence for browser-based users

   • Reduced dependency on desktop apps in restricted environments

   • Better support for enterprise, contact center, and shift-based workflows

   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.

   … more

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9. Agent-Assigned Callback Lists

   Summary:
   Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.

   Business Need:
   Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.

   Requested Functionality:

   Allow administrators or supervisors to create a callback list.
   Enable callbacks to be assigned directly to a designated agent.
   Provide agents with a personal callback queue or task list.
   Retain callback details, including customer information, scheduled callback time, and notes.
   Include supervisor visibility into callback status (pending, completed, overdue, etc.).
   Support reassignment of callbacks when an agent is unavailable.

   Benefits:

   Improves continuity of customer interactions.
   Increases agent ownership and accountability.
   Reduces customer effort by connecting them with the same agent.
   Provides greater flexibility for callback management beyond standard queue-based routing.

   Summary:
   Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.

   Business Need:
   Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.

   Requested Functionality:

   Allow administrators or supervisors to create a callback list.
   Enable callbacks to be assigned directly to a designated agent.
   Provide… more

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10. RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call

    Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
    And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
    So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.

    3 votes

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11. Email alert when all logged-in agents are in "working" state and callers are waiting

    When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.

    If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management team knows that there is a queue in this state.

    Workaround is to set up a dashboard in RingCX Analytics that generates a sound if the above situation occurs, but that requires someone be in front of the dashboard to hear it.

    When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.

    If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management… more

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12. RingCX Analytics Schedules Schedule Frequency select specific days of the week

    The settings in RingCX Analytics Schedules should the option to select specific days of the week, like setting a schedule for Mon|Wed|Thu or Tue|Wed|Thu|Fri|Sat.

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13. Increased attachment size support for email channels | RingCX

    We are requesting a feature to increase the attachment size limit for email channels beyond 10 MB.
    Outlook/SMTP limit is between 20-25MB so I would expect that since we use Outlook to provision emails it would be the same.
    
    I would like to send larger attachments to our clients/customers, as the current 10 MB limitation prevents us from attaching bigger files. This restriction is impacting our ability to send necessary documents, and we are requesting increased attachment size support for email channels.

    2 votes

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14. RingCX - Option to adjust estimated hold time in queue

    Option to adjust how the estimated hold time in queue is calculated for RingCX voice queues.

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15. Continuous Notification Sound "Ding" in RingCX Chat

    Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
    Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.

    The sound will stop once the customer:

    *Selects a chat option (e.g., requests a live agent), or
    *Interacts with the chat interface (click/tap)

    This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
    Once interaction is detected, the notification sound automatically stops.

    Feature Request:

    To improve the user experience and provide greater flexibility, the following enhancements are requested:

    1. Adjustable Delay Before Continuous Notification:

    *Ability to configure or extend the duration (in seconds) before the notification sound begins looping continuously.

    1. Option to Disable Notification Sound:

    *Provide a setting to completely disable the “ding” notification sound based on user or tenant preference.

    Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
    Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.

    The sound will stop once the customer:

    *Selects a chat option (e.g., requests a live agent), or
    *Interacts with the chat interface (click/tap)

    This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
    Once interaction is detected, the notification sound automatically stops.

    … more

    2 votes

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16. Support Rich Text Formatting for Messaging Pre-chat Forms

    Summary
    Add support for rich text formatting in RingCX Messaging Pre-chat Forms, allowing administrators to apply different font styles to specific words or portions of text within field labels, descriptions, and informational messages.

    Current Behavior
    In RingCX Admin > Channels > Messaging Pre-chat forms, any available formatting applies to the entire text element. Administrators cannot selectively format individual words or phrases (e.g., bold, italic, underline, different font sizes, or colors) within the same field or message.

    Requested Enhancement
    Provide a rich text editor or HTML/Markdown support that allows administrators to:

    Bold, italicize, or underline selected text.
    Apply different font sizes and colors to specific text.
    Format important instructions or disclaimers without affecting the rest of the message.
    Preview the formatted text before publishing.

    Business Value

    Improves the readability of pre-chat forms.
    Enables important notices, instructions, or required information to stand out.
    Enhances the customer experience by making key information easier to identify.
    Reduces the need for workarounds, such as splitting content across multiple fields or relying on custom CSS.

    Use Case
    An administrator wants to display a pre-chat instruction such as:

    Required: Please enter your account number before starting the chat.

    Only the word "Required:" should be bold and highlighted, while the remainder of the sentence retains the default formatting. This is not currently possible without applying the same style to the entire text element.

    Summary
    Add support for rich text formatting in RingCX Messaging Pre-chat Forms, allowing administrators to apply different font styles to specific words or portions of text within field labels, descriptions, and informational messages.

    Current Behavior
    In RingCX Admin > Channels > Messaging Pre-chat forms, any available formatting applies to the entire text element. Administrators cannot selectively format individual words or phrases (e.g., bold, italic, underline, different font sizes, or colors) within the same field or message.

    Requested Enhancement
    Provide a rich text editor or HTML/Markdown support that allows administrators to:

    Bold, italicize, or underline selected text.
    Apply different font sizes… more

    1 vote

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17. AI summaries without requiring agent disposition

    Currently, the AI summaries can only be activated if the dispositions is required. It would be nice to have it without requiring the agents dispositions.

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18. Add "Today" on Date Range filter for custom historical dashboards

    The "Today" filter is available on the standard dashboard. However, the option gets removed as soon as you clone the report or create a custom dashboard. As a workaround, we have to select the static or relative period option and then select today's date. This can be tricky and time-consuming.

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19. RingCX Voice Connection (RingCentral Phone) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingEX features, including voicemail routing

    Business Impact:
    This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

    Use Case:
    Customers migrating to RingCentral Phone expect full call handling capabilities within the app, including the ability to transfer calls to RingEX users (e.g., voicemail boxes). The current behavior results in failed transfers and operational friction.

    Requested Enhancement:
    Enable full call control within the RingCentral App when "RingCentral Phone" is used as the voice connection in RingCX, or provide native support for transferring calls to RingEX voicemail within the current setup.

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingEX features, including voicemail… more

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    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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20. live agent state visibility for other agents in same queue

    It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
    Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.

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    Future Consideration  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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