1660 results found
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Report on Custom Agent State in RingCX
Currently, any agent state configured on an Account will show as (empty) vs what is mapped to the underlying base state.
We must display the states customers are expecting to see based on their account setup.
6 votes -
ability to create a temporary greeting without changing the workflow
It would be helpful for our customers to have an option to setup a temporary greeting without creating a new workflow or adjusting their current workflow.
1 vote -
Callback Queues in Real time dashboard
The customer is requesting enhanced visibility for callback queues within the RingCX Real-Time Dashboard. Currently, while the Real-Time Inbound widget provides an overview of total queued interactions, it does not distinguish between active queued calls and callback-queued requests. As a result, both interaction types are grouped together, limiting the ability to accurately monitor callback activity in real time. The customer is specifically looking for a configurable widget or dashboard enhancement that allows callback-queued requests to be displayed separately from active calls, enabling clearer insights into queue distribution (e.g., distinguishing how many are active vs. callback requests at any given time).…
1 vote -
Improve English Automatic Transcription Accuracy in RingCX
Description
The current automatic transcription quality in English within RingCX is not accurate enough for operational use. Users frequently encounter incorrect or incomplete transcripts, which limits the usefulness of the feature in daily workflows.
Because of these inaccuracies, users often need to manually recreate tasks, notes, or summaries to save time—defeating the purpose of automated transcription. This reduces efficiency and impacts the overall user experience.
Request
We would like to request improvements to the automated transcription engine, specifically for RingCX, including:Higher accuracy in recognizing spoken English/French/Italien/Spanish/German (various accents, speeds, and environments)
Better handling of technical or domain-specific vocabulary
More…2 votes -
Persistent Login for RingCX Salesforce Agent
Feature Request: Persistent Login for RingCX Salesforce Agent
Description:
The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.Current Behavior:
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 Salesforce session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.17 votes -
Identify percentage of RingCX calls that are recorded
Need a way to query data to identify what % of calls are recorded.
3 votes -
German
The German localization for the "Post Call State" setting in the Admin interface is currently nonsensical.
Current Label: "Anrufstatus veröffentlichen" (Literal translation: "Publish call status")
Context: This field determines the agent's status immediately following a call (e.g., "AVAILABLE"). The current translation is misleading and does not align with standard telephony terminology.
Please update the German string to accurately reflect the function of the field.
Proposed Translation: "Status nach dem Anruf" (Status after the call)
Location: Routing > Voice queues and skills > [Queue Name] > General
1 vote -
Access RingCX Voicemails in the RingCentral Chrome Extension
Ability to route and access RingCX voicemails in the RingCentral Chrome Extension
6 votes -
"Defer" option for Digital Interactions in RingCX CRM integrations
My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.
The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.
The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today
2 votes -
RCX | Same day caller reports
Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.
4 votes -
Intentionally mask the inbound queue name in the SPoG visual call notification until it is shown in the agent script
Customer is using SPoG and an agent script to present the IB call's Queue Name when call is connected. They don't want their agents to know what IB Queue calls are ringing and prefer to intentionally NOT disclose the IB queue name in the SPoG visual IB call notification. Agents are in a Sales group and answer calls for Home and Auto Sales and want these queue names to be discreet until the agent is connected.
1 vote -
Optimise "Route to Last Agent" (LCA) for Reduced Wait Times
Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.
Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.
Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should…
8 votes -
Enhance Dynamics 365 CIF Search API to Support Full Entity Search
RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:
/api/data/v9.0/accounts
/api/data/v9.0/contacts
/api/data/v9.0/leads
/api/data/v9.0/opportunities
/api/data/v9.0/incidents
That means searches are limited to just the name or title fields, which is pretty restrictive.
Request
Switch to using the Dynamics 365 Search API endpoints:/api/search/v1.0/suggest
/api/search/v1.0/query
These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.
Why this matters
Users can find records based on any searchable field, not just name/title.
A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.
Custom fields are fully supported, so organizations…
2 votes -
Dashboard Sharing
Please add the option to edit a real-time dashboard for all users it's shared with, and a way to view whom a dashboard has been shared with. This would greatly improve the experience for admins and make it easier for them to create and share dashboards with supervisors.
4 votes -
Add "Not Live Person" flag and option for pre-recorded message for Manual calls
Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
In disposition this is not available now and only available in the auto dialer outbound calls.1 vote -
Option to remove "Escalate to video" button on Chat
There is currently no setting that can remove the option to "Escalate to video" for agents on chat. Please give us the option to toggle it on and off.
1 vote -
add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls
Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.
It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.
8 votesThank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.
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Provide AI Summary Webhook Endpoints for Digital Channels(Email, Chat, SMS)
Provide AI Summary endpoints or direct variables applicable for webhooks and API workflows for Digital Channels (Inbound and Outbound)
These endpoints should allow customers to programmatically retrieve AI-generated summaries in real time or near real time, independent of RCX Workflow-only implementations.
BenefitsDelivers on the originally communicated AI value proposition
Enables true omnichannel AI insights across voice and email
Supports deeper system integrations and automation use cases
Reduces dependency on workflow-only extraction methods
Improves customer satisfaction and trust in RingCX AI roadmapSupporting AI summary extraction across all major communication channels is critical to achieving feature parity, enabling scalable integrations,…
1 vote -
Configuration to optionally allow Agent Notes field under Disposition Menu
the Agent Disposition Notes field is present in order to complete call disposition. With the ability for agents to now edit and update the Summary field, this requirement often results in duplicated information and increased after-call work.
We understand that the Agent Disposition Notes field is a core product design element and cannot currently be disabled at the account level. However, for many customers, the Summary field is sufficient—and preferred—for capturing call outcomes and context.
Requested enhancement:
Add an account-level configuration option that allows customers to disable the Agent Disposition Notes field, enabling teams to rely solely on the Summary…1 vote -
UI/UX Alignment: REX Supervisor Interface Parity with RCX
Aligning the REX interface with the RCX layout is essential for operational consistency. Having a uniform design minimizes the learning curve for supervisors and reduces navigation errors when switching between platforms.
2 votes
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