1318 results found

1. Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

   Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

   Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

   Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

   Requested Enhancement: Upgrade RingCX Phonebook to have the same function similar to mobile phone contacts. Wherein if a person is added on the phonebook, the person's name would appear on the agent's screen before answering calls.

   Business Impact:
   Improved Agent Efficiency: Agents can quickly identify callers by name before answering, reducing time spent searching for caller information and speeding up call handling.

   Enhanced Customer Experience: Personalized interactions become easier, as agents can greet callers by name, creating a more friendly and professional experience.

   Reduced Errors: Displaying caller names upfront minimizes the chances of misidentification, helping agents provide accurate and relevant support.

   Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

   Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

   Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

   Requested Enhancement: Upgrade RingCX Phonebook… more

   6 votes

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   Future Consideration  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. Local bucket/connect based RingCX analytics report

   Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.

   7 votes

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3. RingCX Default as outbound caller ID

   It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.

   2 votes

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4. The ability to add in auto answer for digital interactions to help agents become more efficient in their roles and less chats being missed

   The ability to turn on auto answer for digital interactions to make agents work more efficiently and conversations to be allocated quicker meaning SLA's are not impacted by acceptance times.

   10 votes

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   Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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5. Simultaneous Ring option for Call Queues/Skill

   It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

   • Provide the possibility of a shorter wait time for callers
   • Avoid caller abandons
   • Help in user data analyzation on who picks up the most/least calls

   15 votes

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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6. Agent Whisper

   The ability for a bot or supervisor to put a message into a chat for only an agent to see.

   Our main use case for this would be to put a conversation summary at the end of a bot conversation in a whisper that only the agent will see this allows us to use language/abbreviations the agent will be able to understand that the customer wouldn't.

   This will also allow for supervisors to prompt or direct agents without directly interrupting them from the chat.

   5 votes

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7. RingCX Analytics Platform

   Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.

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   9 votes

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   Future Consideration  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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8. Feature Request: Custom Survey Dashboard (Simplesat-like Experience)

   • Summary

   Request the development of a Custom Survey Dashboard to provide a simple, centralized, and actionable view of survey performance, similar to the functionality offered by Simplesat. The goal is to make it easy for stakeholders to quickly understand what data is available, how surveys are performing, and to drill down into individual feedback.

   • Business Objective

   Improve visibility into survey results across multiple support groups

   Reduce time required to interpret survey data

   Enable data-driven decisions through clear metrics and accessible feedback

   • High-Level Requirements

   1. Dashboard Overview

   A top-level Overview that summarizes all groups being measured

   At-a-glance visibility into overall survey performance across groups

   1. Survey Grouping

   The dashboard should organize surveys by Group, including (but not limited to):

   • Queue A Survey

   • Queue B Survey

   • Queue C Survey

   • Queue D Survey

   Each group should be independently selectable and viewable.

   1. Metrics Displayed Per Survey Group

   Each survey category should display the following:

   Date Range (configurable)

   Latest Feedback (most recent submission)

   Number of Ratings (total responses)

   Accumulated Ratings (aggregate score, e.g., average or total)

   Rating Distribution (breakdown of ratings)

   Response Rates Over Time (trend visualization)

   Ability to Pull Actual Feedback (verbatim responses)

   1. Feedback-Level Detail (Drill-Down View)

   The dashboard should allow users to identify and view individual survey submissions, including:

   Who was rated (agent or team)

   Rating given

   Phone number of the respondent

   Date/time range when the survey was submitted

   Functional Expectations

   Intuitive, simple-to-understand UI

   Minimal learning curve for non-technical users

   Filtering by date range, survey type, and rating

   Export capability for reporting (optional but recommended)

   Success Criteria / Acceptance Criteria

   Users can identify survey performance per group within seconds

   Users can drill down from summary metrics to individual feedback

   Survey data is clearly organized and visually understandable

   Comparable ease of use to Simplesat dashboards

   Reference

   Functionality and usability inspired by Simplesat survey dashboards

   • Summary

   Request the development of a Custom Survey Dashboard to provide a simple, centralized, and actionable view of survey performance, similar to the functionality offered by Simplesat. The goal is to make it easy for stakeholders to quickly understand what data is available, how surveys are performing, and to drill down into individual feedback.

   • Business Objective

   Improve visibility into survey results across multiple support groups

   Reduce time required to interpret survey data

   Enable data-driven decisions through clear metrics and accessible feedback

   • High-Level Requirements

   1. Dashboard Overview

   A top-level Overview that summarizes all groups being measured

   At-a-glance visibility into… more

   2 votes

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9. Display Agent Call Hold Status and Duration in Supervisor Dashboard

   We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

   Current Behavior:
   The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

   Requested Enhancement:
   Add the following to the Supervisor Dashboard:

   1.Hold Status Indicator – A visual indicator that clearly shows when an agent has placed a call on hold.

   2.Hold Duration Timer – A real-time counter showing how long the agent has been in the hold state.

   Benefits:

   Enables supervisors to monitor agent behavior more closely and identify unusual or prolonged hold times.

   Improves real-time visibility and decision-making during active contact handling.

   Reduces the need to toggle between multiple dashboards, improving efficiency and response time.

   Use Case Example:
   A supervisor monitoring a high-priority queue needs to ensure agents are not placing calls on hold unnecessarily. Having hold visibility directly in the Supervisor Dashboard will allow them to take proactive actions like coaching or intervening when necessary.

   We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

   Current Behavior:
   The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

   Requested Enhancement:
   Add the following to the Supervisor Dashboard:

   1.Hold… more

   7 votes

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10. Backup

    Backup / export and restore / import options for
    - voice queues
    - digital queues with agent mappings,
    - roles,
    - user with queue mapping including rank or skills
    - time settings.
    the existing export functions, e.g. flows covers only a small part of settings.

    7 votes

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11. Preserve Original Caller ID in RingEX → RingCX → RingEX Call Transfers

    Ensure that when a call is transferred from RingEX to RingCX and then back to RingEX, the original caller ID remains intact throughout the entire call flow, instead of being replaced by the RingCX system caller ID.

    8 votes

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    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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12. Persistent login across browser tabs for Dynamics

    Feature Request: Persistent Login for RingCX Dynamics Agent
    Description:
    The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

    Current Behaviour:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Dynamics session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls handled in either ringcx.ringcentral.com or app.ringcentral.com or full app, screen pops on incoming always call new tab in dynamics, click to dial utilises the application?

    (full disclosure this is a copy pasta from the salesforce request, thanks to original poster :) )

    Feature Request: Persistent Login for RingCX Dynamics Agent
    Description:
    The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

    Current Behaviour:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Dynamics session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls… more

    2 votes

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13. Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG

    Scenario:

    When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
    Request:

    We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
    Minimize selection errors,
    Streamline the outbound call process, and
    Ensure compliance with proper Caller ID usage by team.

    Please let us know if this customization is currently possible or if it can be considered for future development.

    Scenario:

    When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
    Request:

    We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
    Minimize selection errors,
    Streamline the outbound call process, and
    Ensure compliance with proper Caller ID usage by team.

    Please let us know if this customization… more

    8 votes

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14. Folder mode SMS dispositioning

    In our environment, the folder mode works better for our SMS outreach than do traditional digital queues. When our technical rep showed us folder mode, it was a revelation and resolved nearly all of our issues with Digital queues, but it was unfortunate to have to give up the dispositioning. That said, adding disposition capability to the 'Solve' button in SMS folder mode would be a significant improvement for our workflows and would really be the last step in making this platform the perfect tool for our SMS outreach.

    3 votes

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15. Feature Request: Embedded Integration for RingCX + Zoho

    I’d like to submit a feature request regarding the current RingCX integration with Zoho.

    At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

    Requested Enhancement:

    Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

    Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

    This enhancement would greatly improve usability and stability for customers leveraging Zoho within their RingCX/CC environment.

    I’d like to submit a feature request regarding the current RingCX integration with Zoho.

    At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

    Requested Enhancement:

    Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

    Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

    This enhancement would greatly improve usability and stability for customers leveraging Zoho… more

    3 votes

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16. IVA Custom Role Toggle

    Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.

    Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.

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    3 votes

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17. Add “All Messages” View for RingCX for HubSpot Embedded Agent

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases agent productivity by eliminating the need to switch between systems to find past messages.

    Who needs this:
    All agents using RingCX embedded in HubSpot who handle customer messaging and need to reference conversation history.

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases… more

    8 votes

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18. Intelligent Grouping of Lead-Related Emails in RingCX

    Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.

    Requested Enhancement:

    Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.

    Example approaches could include:

    Identifying leads based on shared data fields (e.g., name, phone number, email address).

    Allowing customers to define custom rules for grouping related notifications.

    Routing multiple lead-related emails to the same agent or thread once identified.

    The goal is to ensure consistency, reduce duplicate outreach, and provide a streamlined experience for agents.

    This feature is being requested due to real challenges reported by customers receiving multiple lead notifications through different systems and experiencing confusion within the RingCX email queue.

    Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.

    Requested Enhancement:

    Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.

    Example approaches could include:

    Identifying leads based on shared data fields (e.g.,… more

    2 votes

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19. Route Calls to the Agent With the Longest Time in AVAILABLE State

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw” in RingCX Analytics.

    Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

    Verified that calls were not routed to the agent with the longest AVAILABLE duration.

    Client Need / Requested Enhancement:
    The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

    Requested Action:
    Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

    Refer to:
    SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
    jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw”… more

    2 votes

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20. Write back Disposition and notes to RCX Contact Card

    Write back Disposition and notes to RCX Contact Card

    Enterprise Account ID: UID: 813377035
    Feature Request Summary: Write back Disposition and notes to RCX Contact Card
    Current Functionality: only support AI Summaries
    Ideal Functionality: Write back Disposition and notes to RCX Contact Card
    Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/view

    Business Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries

    https://jira.ringcentral.com/browse/INIT-25003

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    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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