1659 results found

1. Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard

   I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.

   There is currently no way to back-up/restore a realtime dashboard/wallboard.

   Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)

   Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.

   9 votes

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2. Sync RingCentral Desktop Application With RingCX

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an "on -call" status across all platforms. This willhelp ensure that RingCX acknowledges when you are engaged on a call via the RingCentral Desktop app.

   2. Unified Call Management: By integrating call management across RingCentral and RINGCX you can avoid duplicate call notifications, ensuring a seamless experience regardless of which platform you are using.

   3. APIs or SDKs: if not available RingCentral could introduce APIs or SDKs that allow for better communication between the desktop application and the RingCX system, allowing both to update each other in real time when calls are initiated or received.

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an… more

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   Planned  ·  28 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Preserve Caller ID When Transferring from RingCX to RingEX

   Product Area(s):

   RingCX (Contact Center)

   RingEX (Phone System / MVP)

   Call Handling & Caller ID Display

   Current Behavior:
   When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

   There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

   Requested Enhancement:
   Introduce a configurable caller ID display option for calls transferred from RingCX to RingEX, allowing the receiving RingEX user to see:

   The transferring RingCX agent’s name and/or extension

   The original external caller ID

   Or both, depending on the administrator's preference

   This setting should be manageable at the admin level, and ideally configurable per queue or user group, to align with various business workflows.

   Business Justification / Use Case:
   Many RingCX customers operate in high-volume, multi-agent environments where external calls are frequently transferred to subject matter experts, team leads, or support departments using RingEX extensions.

   The current behavior limits visibility into who initiated the transfer. This causes issues such as:

   RingEX users answering calls with no internal context, unsure if it’s a direct customer call or a handoff.

   Delays in handling the call properly due to lack of warm introduction cues.

   Difficulty in tracking agent performance or follow-up responsibility, as the handoff origin is not visible.

   Missed opportunity to personalize the response or acknowledge the agent who transferred the call.

   With the requested feature, organizations can streamline their workflows, reduce miscommunication, and provide a smoother, more professional customer experience.

   Benefits:

   Enhances internal communication clarity during transfers

   Enables faster and more informed call handling

   Supports accountability and training, especially in customer support or sales teams

   Aligns with existing behaviors seen in some legacy PBX or call center solutions

   Adds flexibility for businesses to define how caller ID should appear in hybrid RingCX–RingEX environments

   Priority:
   Medium to High – This enhancement would significantly improve day-to-day operational efficiency, particularly for businesses that rely on frequent call transfers between RingCX and RingEX users.

   Workaround (if any):
   There is currently no workaround to modify caller ID presentation on RingEX when calls are transferred from RingCX. Some customers attempt to inform the RingEX user via chat or email, but this is not scalable or reliable in real-time.

   Product Area(s):

   RingCX (Contact Center)

   RingEX (Phone System / MVP)

   Call Handling & Caller ID Display

   Current Behavior:
   When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

   There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

   Requested Enhancement:
   Introduce a configurable caller ID… more

   50 votes

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4. Require Notes for Disposition Needed for Digital Queues

   In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

   Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

   Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

   However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

   The customer would like to have the same functionality available for Digital Queue Dispositions, allowing administrators to require agents to enter notes when selecting a disposition in a digital queue.

   In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

   Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

   Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

   However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

   The customer would like to have the same functionality available for Digital… more

   3 votes

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5. Ability to edit Agent screen layout

   Administrator ability to edit the agent screen layout; specifically to the different "windows" that the agent would (and would not) have access to.
   For example, an administrator would have the ability to completely remove any visibility of "windows" such as History, Callbacks, Scripts and Stats.
   An administrator or a supervisor may not want these visible to their agents for a variety of reasons, but most importantly to avoid distraction of these features that are not currently in use (such as Callbacks and/or Scripts) or a desire to not give agents visibility into "windows" such as History and/or Stats.

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   2 votes

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6. Ability to export agent roles

   The ability to export a list of agent roles to compare the permissions included in each role

   7 votes

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7. Transcript URL in Historical Reports

   The ability to make Transcript URL links in Historical Reports clickable, similar to the functionality currently available in the Historical Dashboard. At present, transcript URLs in Historical Reports are displayed as plain text.

   When accessing the Historical Dashboard > Standard > Interactions Overview > scroll down to “Interaction Summary, Transcript and Recording”. The customer can see the "Transcript URL" as a link.

   But when going to Historical Reports > Standard > Search for "Transcript" > Select any of the 2 reporting > The "Transcript URL" is not showing as a link.

   5 votes

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8. Feature Request: Native Round-Robin Call Routing in RingCX

   Request:
   Add native support for round-robin call routing in RingCX.

   Current Behavior:
   RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.

   Requested Enhancement:
   Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.

   Business Impact:
   Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers with a standard routing option within RingCX.

   Use Case / Example:
   If Agents A, B, and C are available, calls would be distributed as follows:

   Call 1 → Agent A
   Call 2 → Agent B
   Call 3 → Agent C
   Call 4 → Agent A
   Call 5 → Agent B
   Call 6 → Agent C

   The routing should continue cycling through the available agents/destinations while accounting for agent availability.

   Requested Outcome:
   Add a configurable Round-Robin routing strategy as a native RingCX routing option.

   Request:
   Add native support for round-robin call routing in RingCX.

   Current Behavior:
   RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.

   Requested Enhancement:
   Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.

   Business Impact:
   Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers… more

   2 votes

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9. Need the ability to prioritize voice interactions over digital

   Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.

   This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.

   Business Requirement

   Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the phone call should always be routed first.

   Web chat should be the next highest priority because it is a live interaction. SMS should follow because it is near-real-time but less urgent than chat. Email should be the lowest priority because it is asynchronous and can be handled after live and near-live channels.

   Desired Behavior

   When an agent is available:

   If a phone call is waiting, route the phone call first.
   If no phone call is waiting, route web chat next.
   If no phone or web chat is waiting, route SMS next.
   If no phone, web chat, or SMS is waiting, route email.
   Digital backlog should not prevent inbound calls from being routed immediately to available agents.
   Agents should not be forced into omnichannel/multi-interaction handling just to prevent phone calls from waiting behind digital work.

   Operational Concern

   While some agents are able to handle multiple interactions at one time, most agents perform best when focused on a single interaction. We would prefer routing logic that prioritizes work by channel rather than requiring agents to handle multiple interactions simultaneously.

   Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.

   This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.

   Business Requirement

   Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the… more

   7 votes

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10. Ability for agents to manually schedule a callback for a customer without using dialer

    Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
    1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
    2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
    3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.

    9 votes

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11. Custom Time for DNC

    We would like the ability to be able to disposition a number that gets added to the DNC list, but only for a certain amount of time.

    For example, we place an OB call, and disposition it to go on the DNC list for 7 days. Once the 7days is up, the number can be called again.

    The timer will help allow for us to not have to remove numbers manually from the DNC list.

    9 votes

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12. Revise Voicemail (VM) Ticket Auto-Ignore Logic

    Revise Voicemail (VM) Ticket Auto-Ignore Logic

    Currently, when voicemail (VM) emails are assigned to agents, agents frequently close the tickets without sending a reply because the email originates from a system notification rather than a direct customer. However, the system is designed to automatically set the ticket status to "Ignored" if an agent closes the ticket without formally acknowledging or replying to it.

    This creates significant friction and inaccurate reporting because:

    False "Ignored" Status: Tickets closed without a direct reply are flagged as ignored, skewing metrics and reporting on agent responsiveness.

    Workflow Mismatch: For internal or system-generated VM emails, a formal reply back to the source is often unnecessary.

    Proposed Solution / Desired Behavior
    We would like to either remove or modify this auto-ignore restriction for VM/internal emails. Depending on what is technically feasible for the platform, please consider one of the following approaches:

    Option A (Exemption Rule): Allow administrators to configure specific channels, ticket types (such as Voicemail), or sender domains (e.g., internal company emails) to be exempt from the mandatory acknowledgement/reply requirement before closure.

    Option B (Customizable Status on Closure): Allow agents to select a specific closure reason or custom status (e.g., "Resolved - Internal/VM", "Closed - No Action Required") rather than defaulting unreplied tickets to "Ignored".

    Option C (Manual/Flexible Acknowledgement): Decouple the "Ignored" status trigger from the absence of a reply, allowing agents to explicitly "Acknowledge" a ticket with a single click without being forced to draft an outbound email.

    Revise Voicemail (VM) Ticket Auto-Ignore Logic

    Currently, when voicemail (VM) emails are assigned to agents, agents frequently close the tickets without sending a reply because the email originates from a system notification rather than a direct customer. However, the system is designed to automatically set the ticket status to "Ignored" if an agent closes the ticket without formally acknowledging or replying to it.

    This creates significant friction and inaccurate reporting because:

    False "Ignored" Status: Tickets closed without a direct reply are flagged as ignored, skewing metrics and reporting on agent responsiveness.

    Workflow Mismatch: For internal or system-generated VM emails, a… more

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13. Native Mass Email Campaigns / Broadcasts

    Description:
    Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.

    Use Case:
    Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.

    Business Value:
    Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party email marketing tools just to send basic broadcast emails.

    Description:
    Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.

    Use Case:
    Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.

    Business Value:
    Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party… more

    9 votes

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14. RCX bulk delete phonebook entries

    Requesting to have the bulk delete on directories under RingCX. Deleting contacts on directories have only one option to upload one by one. If needing to delete many contacts in Phonebook, that will take time.
    Another option would be to upload a master csv file:
    1- Contacts in the csv file but not in RingCX would be added to RingCX.
    2-Contacts in not in the csv file but in RingCX would be deleted from RingCX.

    This is related to feature update below that was completed for uploading contacts.
    https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/49759733-ringcx-bulk-upload-on-phonebook

    2 votes

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15. Feature Request : Dynamic Messaging / Idle Chat Prompts for Live Chat (Synchronous) Channels

    Feature Request
    We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”

    The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.

    Business Requirement
    In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.

    Currently, the absence of an appropriate automated idle-session mechanism can leave conversations open unnecessarily, create uncertainty for users and agents, and potentially consume operational resources.

    We therefore require a mechanism that can proactively engage the user during periods of inactivity and/or appropriately manage the session when inactivity continues.

    Requested Capability
    The solution should support, at minimum:

    • Configurable idle/inactivity thresholds for live-chat sessions.
    • Automated prompts to the user when an inactivity threshold is reached.
    • Configurable message content for each idle stage.
    • Multiple idle stages, where appropriate—for example, an initial “Are you still there?” prompt followed by a final session-closure notification.
    • Automatic session

    Feature Request
    We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”

    The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.

    Business Requirement
    In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.

    Currently, the absence of an… more

    3 votes

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16. Admins do not have access to users' AI notes or transcripts.

    current limitation with AI notes and transcripts is that, while we store them securely and do not share them externally, Admins do not have access to users' AI notes or transcripts.

    8 votes

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17. Ability to Customize AI Compliance Prompts

    Summary:
    Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.

    Current Behavior:
    At present, AI compliance prompts can only be enabled or disabled via:
    Admin → Settings → Accounts → Compliance Prompts

    The available prompts include:

    Recording Announcement
    AI Quality Management Announcement
    AI Processing Announcement

    There is no option to modify or customize the content of these prompts.

    Problem Statement:
    Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:

    Misalignment with local legal wording requirements
    Inconsistent customer experience or branding
    Need for external workarounds to meet compliance standards

    Proposed Enhancement:
    Introduce a configuration option that allows administrators to:

    Edit the script/content of each compliance prompt
    Define custom wording per prompt type
    Optionally support multiple languages or region-based variations

    Summary:
    Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.

    Current Behavior:
    At present, AI compliance prompts can only be enabled or disabled via:
    Admin → Settings → Accounts → Compliance Prompts

    The available prompts include:

    Recording Announcement
    AI Quality Management Announcement
    AI Processing Announcement

    There is no option to modify or customize the content of these prompts.

    Problem Statement:
    Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:

    Misalignment with local legal wording requirements
    Inconsistent customer… more

    8 votes

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18. Improve AI-Generated Call Notes Accuracy and Summary Formatting in RingCX

    Summary:

    Request to enhance the accuracy and readability of AI-generated call notes in RingCX, particularly transcription accuracy and structured summary formatting.

    Description:

    Currently, AI-generated call notes occasionally contain transcription errors, particularly when interpreting specific words or pronunciations (e.g., "Vetsure" being transcribed as "Vegetable"). This requires users to manually review and correct the notes.

    Additionally, the generated summaries are often presented as general paragraphs rather than concise, structured bullet points, making them difficult to review and transfer into other systems.

    Expected Behavior:

    Improve AI transcription accuracy, particularly for company names, industry-specific terminology, and uncommon words.

    Introduce customizable vocabulary or terminology recognition to reduce transcription errors.

    Provide an option to generate concise, structured summaries using bullet points instead of paragraphs.

    Allow users to configure their preferred AI summary format for easier reading and copying into external systems.

    Business Impact:

    These improvements would reduce manual corrections, improve productivity, and ensure more accurate and consistent call documentation for agents and other colleagues.

    Summary:

    Request to enhance the accuracy and readability of AI-generated call notes in RingCX, particularly transcription accuracy and structured summary formatting.

    Description:

    Currently, AI-generated call notes occasionally contain transcription errors, particularly when interpreting specific words or pronunciations (e.g., "Vetsure" being transcribed as "Vegetable"). This requires users to manually review and correct the notes.

    Additionally, the generated summaries are often presented as general paragraphs rather than concise, structured bullet points, making them difficult to review and transfer into other systems.

    Expected Behavior:

    Improve AI transcription accuracy, particularly for company names, industry-specific terminology, and uncommon words.

    Introduce customizable vocabulary or terminology recognition… more

    2 votes

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    New  ·  0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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19. Configurable RingCX Agent States Without Timer

    Description:
    Please allow administrators to configure timers for agent states that currently lack timeout support, including Working and custom states mapped to Working.

    Agents may remain in these states longer than intended without receiving a reminder. This can reduce agent availability and require supervisors to monitor state durations manually.

    Requested functionality:

    Configure a duration threshold for each applicable agent state.

    Display the elapsed time and notify the agent when the threshold is exceeded.

    Alert supervisors when agents exceed the configured duration.

    Allow administrators to choose whether exceeding the threshold only generates a notification or automatically changes the agent’s state.

    Prevent automatic state changes from interrupting active interactions.

    Business benefit:
    Improve visibility into agent activity, reduce time spent unintentionally unavailable, and help supervisors maintain queue coverage.

    Description:
    Please allow administrators to configure timers for agent states that currently lack timeout support, including Working and custom states mapped to Working.

    Agents may remain in these states longer than intended without receiving a reminder. This can reduce agent availability and require supervisors to monitor state durations manually.

    Requested functionality:

    Configure a duration threshold for each applicable agent state.

    Display the elapsed time and notify the agent when the threshold is exceeded.

    Alert supervisors when agents exceed the configured duration.

    Allow administrators to choose whether exceeding the threshold only generates a notification or automatically changes the agent’s state.

    Prevent… more

    2 votes

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    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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20. View Ring CX Realtime dashboards in minutes and seconds.

    Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

    Max Q, Avg Q etc.

    •  

    102 votes

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    Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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