1222 results found

1. More Flexible and Customizable Agent Status Options

   Requesting the ability to create and manage custom agent states beyond the default RingCentral options. The current predefined states are too rigid and don’t always reflect the real activities or availability of teams.

   By allowing the base state to align more closely with custom statuses, workforce management and reporting accuracy would significantly improve.

   This would enable:
   Teams to define custom states (e.g., “After-Call Work,” “Training,” “Break – Coverage,” “System Tasks”) that will reflect on the real-time and historical dashboards and reports.

   Mapping of these custom states to RingCentral’s base presence states for analytics and queue logic.

   • More accurate visibility into agent availability and performance metrics.
   • Better alignment between operational workflows and reporting dashboards.

   Example Use Case:
   Supervisors could differentiate between agents based on status instead of showing as simply “working” improving scheduling and productivity tracking.

   Requesting the ability to create and manage custom agent states beyond the default RingCentral options. The current predefined states are too rigid and don’t always reflect the real activities or availability of teams.

   By allowing the base state to align more closely with custom statuses, workforce management and reporting accuracy would significantly improve.

   This would enable:
   Teams to define custom states (e.g., “After-Call Work,” “Training,” “Break – Coverage,” “System Tasks”) that will reflect on the real-time and historical dashboards and reports.

   Mapping of these custom states to RingCentral’s base presence states for analytics and queue logic.

   • More accurate visibility into… more
   2 votes

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2. Add priorities (ranks) to digital queues by agent similar to call queues

   Add priorities (ranks) to digital queues by agent similar to call queues

   6 votes

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3. Ability to search for contact name in Outbounds SMS (CRMs)

   Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent

   Summary:
   Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.

   Description:
   Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.

   By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:

   1. Search for and select contacts by name, email, or phone number.

   2. Automatically populate the phone number field based on the selected CRM contact.

   3. Streamline the workflow and improve agent productivity.

   4. Reduce manual data entry and potential mistakes.

   Proposed Functionality:

   1. Add a "Search Contact" field in the outbound SMS window.

   2. Integrate real-time search and filtering from the HubSpot CRM contact list.

   3. Auto-fill the phone number upon selecting a contact.

   4. Optionally display key contact details (e.g., name, phone number, company) to confirm identity.

   Benefits:

   1. Improved efficiency and accuracy for outbound SMS communications.

   2. Enhanced user experience for agents.

   3. Better alignment between RingCX and HubSpot CRM data.

   Use Case Example:
   An agent needs to send a quick follow-up SMS to a lead. Instead of switching tabs, finding the number in HubSpot, and copying it, they can simply search the contact within the SMS interface, select it, and send the message—seamlessly.

   Specific Request: Enable CRM Contact Search for Outbound SMS in RingCX for HubSpot Embedded Agent

   Summary:
   Allow RingCX agents to search and select contacts directly from the connected CRM (HubSpot) when sending outbound SMS messages via the Embedded Agent interface.

   Description:
   Currently, RingCX agents must manually copy and paste contact numbers from the CRM (HubSpot) into the SMS field on the agent user interface. This process is time-consuming and increases the risk of human error.

   By enabling CRM contact search functionality within the outbound SMS interface, agents will be able to:

   1. Search for and select contacts by name, email, or… more

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   7 votes

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4. Digital interactions handled from "All messages" inbox no longer remain in triage queue.

   For many companies, multiple agents work across multiple channels often using "all messages" tab to complete queries inbetween tasks rather than setting as available.

   Currently, even when a query has had a response through "all messages" it remains in the queue to be accepted through "my messages". If an agent assigns a conversation to themselves through "all messages" then responds, this should remove it from the queue.

   It isn't productive to need to accept conversations through "my messages" which have already been responded to by another member of the team.

   2 votes

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5. Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.

   Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.

   Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation, but it would be classed as 2 separate interactions for 2 separate reasons from a business standpoint and reporting is therefor inaccurate of contact reasons.

   4 days is too long to allow conversations to stay open.

   Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.

   Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation,… more

   4 votes

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6. Call Parking in RingCX

   Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability to have a longer queue hold time and was told we had to use the CX. We just switched and are still trying to get the CX implemented.

   Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability… more

   14 votes

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   Under Review  ·  3 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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7. Easier Contact Centre Management Solution

   Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.

   13 votes

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8. Name or number of the RingCX user should show as caller ID if they call RingEX internally

   Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

   22 votes

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9. Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue

   Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

   Expected behavior:
   If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

   We used the Max Queued Calls and tried setting it to 1 but if agents are busy with calls, we allow the first new caller to enter the queue and wait for the next available agent. Following calls will be requeued as expected but not the first one

   For more context see case 29665410

   Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

   Expected behavior:
   If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

   We used the Max Queued Calls and tried setting it to 1 but if agents… more

   1 vote

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10. RingCX Admin Custom Role Limitations

    Description:
    Currently, custom roles created by one admin cannot be viewed or modified by another admin. This creates a limitation in user management and poses a risk for future scalability and role maintenance.

    Requested Enhancement:
    Enable all admins to view, edit, and manage custom roles created within the account, regardless of which admin originally created them.

    2 votes

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11. Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues

    It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.

    There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"

    1 vote

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12. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

    ---

    Current Behavior

    1. Name field dependency

    • If the Name field is not populated at disposition time:

      • Phone call records may not be created in Dynamics 365
      • Placeholder customer/patient records may be auto-created with no populated data

    1. Common scenarios leading to missing Name field

    • Phone numbers associated with multiple Dynamics records (ambiguous match)
    • Inbound calls from contacts not yet in Dynamics
    • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
    • Calls going directly to voicemail or ending abruptly
    • Immediate transition to the disposition screen, increasing missed data entry
    • Agents intentionally leaving calls untracked due to workflow constraints

    1. Dynamics constraints

    • The Call To / Call From field is required by Dynamics 365
    • RingCX currently cannot create call records without these required fields populated

    ---

    Business Impact

    • Inaccurate call volume and performance reporting
    • Missing CRM activity records for completed calls
    • Increased manual cleanup and reconciliation work
    • Reduced agent compliance and usability
    • Risk to auditability and operational visibility in regulated environments

    ---

    Requested Enhancements

    1. Decouple Call Record Creation from Name Field Completion

    Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

    This would:

    • Preserve call metadata (time, direction, duration, agent)
    • Allow post-call completion of required fields
    • Ensure accurate reporting and historical tracking

    ---

    2. Prevent Automatic Customer/Patient Record Creation

    Add an option to disable auto-creation of customer/contact records from RingCX calls.

    Desired behavior:

    • Call records can exist independently of customer/contact records
    • Customer/contact creation remains a manual, user-driven action

    ---

    3. Improve Name Field Visibility and Workflow

    Enhance agent UI to reduce missed Name entries by:

    • Making the Name field more prominent
    • Displaying the Name field on both call and disposition screens
    • Optionally merging Name entry and disposition into a single workflow step
    • Preventing disposition submission until required CRM fields are reviewed

    ---

    4. Support Deferred Field Completion

    Allow agents or supervisors to populate or correct:

    • Name
    • Call To / Call From after the call record has already been created in Dynamics.

    ---

    Expected Outcome

    • All RingCX calls generate a corresponding Dynamics phone call record
    • Improved data integrity and reporting accuracy
    • Reduced agent friction and training overhead
    • Better alignment with real-world call center workflows
    • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

    ---

    Environment Details

    • Platform: RingCX
    • Integration: Embedded Agent for Microsoft Dynamics 365
    • Use Case: High-volume inbound and outbound contact center operations
    • Industry Impact: Healthcare, enterprise support, regulated environments

    ---

    Request

    Please review the feasibility of these enhancements and advise:

    • Whether these changes align with the RingCX product roadmap
    • If configuration-based alternatives are planned
    • Recommended next steps for prioritization

    Thank you for considering this request.

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

    1 vote

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13. Persistent Caller ID in Call History

    Agents currently report that while a caller's name is briefly displayed during the ACD (Automatic Call Distribution) ringing phase, this information disappears from the agent dashboard and call history once the call is answered and completed. This lack of persistence makes it difficult for agents to efficiently identify and review past callers for follow-up, record-keeping, or general call context.

    5 votes

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14. Ability to disable File Upload Feature in RingCX Digital Chat

    Requesting an option or ability to disable the file upload feature in RingCX Digital Chat, as it poses significant security risks such as malware, spyware, and numerous other threats.

    10 votes

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    3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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    Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    Added Engage Messaging channel settings:

    • Allow web visitors to send attachments
    • Allow agents to send attachments

    
    

15. RingCX Analytics: "Today" button in filtering time in historical reports.

    It would be better to have a "today" button in the interaction details instead of going to the static date and change the date manually as this is ineffiicient and requiring more steps.

    7 votes

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16. SMART ACR

    We're using a short "silent" message as the Auto Record notification, which I won't turn off. SMART ACR isn't functioning, and we're exploring alternative solutions. RingCentral's marketing of this feature doesn't match its performance, as evidenced by customer complaints on community boards.

    I won't revert to the original setup for testing. This seems to be a known issue that hasn't been resolved. The feature isn't working on any of our lines, inconsistently presenting notifications even when it shouldn't based on caller location. Your system is not functioning correctly.

    1 vote

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17. Real time agent analytics for when they are engaged in a digital interaction

    Have a real time report/widget that will show digital interactions connected to an agent

    4 votes

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18. Automatically send SMS messages for missed outbound calls.

    A feature to automatically send SMS for any missed outbound calls. The current built-in workflow in the RC App primarily supports inbound calls only.

    3 votes

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19. Delay/Disable Outbound Call Recording Announcement when call goes to voicemail (Users cant hear Voicemail Announcement)

    Currently, the automatic recording plays the moment the call is connected, even when it is connected to voicemail. Because of this, our users cant hear the voicemail message, and the disclosure is not provided to the end user.

    Ideally, Ring Central can detect if the call is connected at the 30 second mark (typical for voicemails) and delay the disclosure until after the Voicemail tone.

    1 vote

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20. QA Reviews for Email Interactions in RingSense

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within RingCX

    Email transcript review with full conversation threading

    AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

    QA scoring frameworks applicable to email interactions

    Search and filtering of emails by agent, queue, keywords, or sentiment

    Coaching and feedback workflows tied to email interactions
    Reporting on email quality trends over time

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within… more

    1 vote

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