1443 results found
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Allow transfer of interactions to a specific agent (RingCX)
In RingCX, interaction transfer is currently only possible to a specific queue (requeue).
Unlike Engage Digital, it is not possible to transfer an interaction directly to a dedicated / named agent.
This limitation is blocking for some operational use cases (expert handling, continuity of service, supervisor routing), where transferring to a specific agent is required.Expected evolution:
Enable the ability to transfer an interaction directly to a selected agent by name, in addition to the existing skill-based and queue-based transfers.1 vote -
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 calls19 votes -
Feature Request: Display Call Recording Storage Usage in RingCX
Customers currently cannot view the total disk space used by call recordings within RingCX, as storage is managed only by retention timeframe. Providing a feature that shows the actual storage size (in gigabytes) of call recordings per account would help customers better manage their storage, forecast costs (especially when archiving offsite), and optimize retention policies. This visibility would improve transparency and enhance customer experience.
8 votes -
Update Documentation – Remove/Revise “Global Audio” Instructions
Article Reference:
https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_USSummary:
Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.Problem Statement:
Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:Misalignment between documentation and actual UI
Increased support inquiries
Delays in customer configurationCurrent Behavior:
The article includes steps referencing the Global Audio feature, which is…1 vote -
Visibility of Pending Messages Count per Conversation
Requested Evolution / Expected Outcome
Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:displaying the pending message count in the conversation bubble in task mode,
or exposing a clear indicator within the conversation list or header,
ensuring the count updates in real time as messages are processed.Business Impact
Without this evolution:task prioritization is less efficient,
workload balancing across conversations and agents is more difficult,
overall handling time and agent efficiency may be negatively impacted.Providing clear visibility of pending message counts would significantly improve…
1 vote -
Consistent Conversation Identification Between Historical Exports and New Reporting
Expected Outcome / Requested Evolution
Provide a solution that enables reliable conversation matching between historical exports and the new reporting, for example by:exposing a stable and persistent conversation/thread identifier shared across legacy exports and the new reporting module, or
providing a mapping mechanism between historical contentthreadid values and the new conversation identifiers (UID / UUID), or
adding a field in the new reporting that explicitly references the historical conversation identifier.Business Impact
Without this evolution:historical vs. current conversation analyses cannot be reconciled,
longitudinal KPIs and trend analysis are not reliable,
manual and error-prone reconciliation is required.1 vote -
Consistent Agent Identification Across Historical and New Livechat Reporting
Expected Outcome / Requested Evolution
Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
exposing an additional field in the new reporting that allows reconstruction of this mapping.Business Impact
Without this evolution:agent-level historical analyses are incomplete or inaccurate,
trend analysis before vs. after the reporting migration is not reliable,
manual reconciliation work is required, with a high risk…1 vote -
RingCX - Option not to count outbound queue calls within inbound reporting stats
Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.
This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.
Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.
30 votes -
Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.
Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.
Key Feature Requests
Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.
…
3 votes -
RingCX callback in queue
Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:
Key Issues Identified:
Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
Solutions and Recommendations:- Unify and Improve Voice Consistency:
Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is…
13 votes -
Integration of RCS (Rich Communication Services) as a Communication Channel in RingCX
Summary:
We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.What is RCS?
RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via…11 votes -
Agent Script: Allow configuration to limit the width of an agent script, so agent script takes up less screen space
When using Agent Scripts with the Embedded Agent within a CRM (e.g. Salesforce), you cannot limit the width of the RCX Agent Script panel. In Salesforce, specifically, with the Embedded Agent adaptor in "Docked" mode, the Agent Script panel takes up like, a third of the screen real estate - even if your script only consists of a tiny, 30-pixel "HANGUP" button. If you switch to "Undocked" mode, as soon as you answer the call, the size of the Agent adaptor window expands radically to accommodate the extra-wide Agent Script - again, even if the only script element is a…
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Answering%20a%20call%20in%20Salesforce%20-%20undocked%20-%20upon%20answering%20call%2C%20agent%20script%20expands%20to%20take%20up%20half%20the%20screen.png 132 KB -
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1 vote -
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Outbound Default and Custom Lead Field Order/Ranking
Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.
14 votes -
Add time based variable to holiday configuration
Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.Example:
- On Oct 1, the service department is closed from 12pm-1pm
- Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service departmentIn…
63 votes -
Add Digital Interaction Details Report with Media/Attached Files
We are requesting a report for Digital Interactions (such as chat, SMS, email) that gives us a full view of the details of the interaction, which includes transcripts, media, and other attachments.
1 vote -
Dispositions-based Purge Management
Dispositions are not attached to messages, conversations, or threads in the same way as categories were in Engage Digital. As a result, it is currently not possible to apply retention or purge rules based on Dispositions.
We would therefore like to submit an evolution request to enable the ability to:Use Dispositions as criteria for data retention and purge policies
Apply selective purges based on specific Dispositions, similarly to what was previously possible with Engage Digital categoriesThis evolution is critical to ensure:
Compliance with data retention requirements
Operational continuity compared to Engage Digital
Better control over data lifecycle management…1 vote -
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Hi Team,
I’d like to submit a feature request related to RingSense analytics and call review capabilities.
Request:
Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.Customer Need:
Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate…4 votes -
Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.
Allow login sessions to be kept active even when browser refresh so agents do not log out.
3 votesRelease 25.4.2 (December)
RingCX for Salesforce - Persistent Login Across Browser Refreshes:
Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.
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Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.
We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.
140 votes -
Ability to Configure Security and Operational Settings Per Agent (Not Limited to Agent Role)
Summary:
Request to reintroduce or add the ability to configure Security and operational settings (e.g., Call Control, Transfer Options, Real-Time Reporting) at the individual agent level instead of being restricted to Agent Role configuration.Current Behavior:
Following a recent update, settings such as Call Control, Transfer Options, and Real-Time Reporting are now managed exclusively under Agent Roles. Individual agent-level configuration for these options is no longer available.Problem:
Managing these settings only at the Agent Role level reduces flexibility and creates limitations for customers who require exceptions or custom configurations per agent.Common challenges include:
Inability to customize settings for…
1 vote
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