1660 results found
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Efficiency in Searching and Retrieving Customer Correspondence
Current Setup:
- Only a single basic search bar and limited filter options are available
- No status indicators (read/unread, responded/unresponded) at-a-glance
- No quick summary or icons to show assignment or engagement status unless each message is clicked individuallyRequest:
- Easily search email content by name, order number, or keywords
- Filter messages by response status (read/unread, new/engaged)
- Allow shift-based filtering (e.g., emails received from midnight–10 AM)4 votesRead/Unread by customer or agent?
For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.
For responded/unresponded: status_in: New or Replied
please provide more details what and why is needed for searching, what objective it achieves.
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Push Notification
There needs to be a pop out notification. Our Organization requires agents to be working across multiple apps using multiple screens. Since CX does not have a push notification to the actual computer system, notifications are very easy to miss, unless the CX window is up front and centered in its own window. This is counter productive as it takes an entire screen.
18 votes -
Add Long Call under Data tab in RingCX Real-time Dashboard Custom Widget
To have Long Call under Data tab when creating a custom widget in RingCX Real-time Dashboard
It would be better if all metrics in the default Inbound widget are available when creating a custom widget.2 votes -
Manage Clients Under Agency Account
Those of us with agencies who manage multiple clients should have an agency account. This is the only platform I am not able to use my email to manage client accounts.
I am told I have to have a unique email for each client to access their account.
Callfire, Callrail, Twilio, etc. all have the ability to do this.
How can this become an option?
1 vote -
RCX | Press pound (#) Message
The ability to add an automated message to press the pound key (#) when the their callers are routing to a Callback IVR since this is a system message there is no option to add this automatically. The customer needs to manually add it to the greeting.
3 votes -
Feature Request: Queue Identification for Agents via Marquee Display for RingCX
Currently, RingCX does not provide a Marquee feature to display the originating queue for incoming calls. Although the Agent Whisper feature can play a brief recording (such as the queue name) before the call is connected, there is no visible indication of the originating queue once the call is in progress.
Proposed Solution:
Implement a Marquee display or a similar visual indicator on the agent's interface that shows the originating queue for incoming calls. This would allow agents to quickly identify which queue the call is coming from without needing to rely solely on audio cues through the Agent Whisper…9 votes -
Feature Enhancement Request – Support for Dynamic Number Insertion (DNI)
Summary:
Requesting the addition of Dynamic Number Insertion (DNI) support within RingCentral to improve call tracking and marketing attribution capabilities.Details:
Current Status:
No native support or KB documentation found for DNI on the RingCentral support site.
A workaround exists by leveraging third-party solutions (e.g., CallRail) that integrate with RingCentral.
Enhancement Value:
DNI enables businesses to assign unique phone numbers to website visitors based on their traffic source (ads, search, referrals, etc.).
Improves marketing analytics and ROI tracking by linking inbound calls to specific campaigns.
Reduces dependency on third-party tools and ensures more seamless workflows if supported natively.
Request:
Enhance…3 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
15 votes -
Identities
Looking for the capability to be able to "export" the list of identities (customers that have called into the RingCX environment and the system has created an Identity (first name, last name, phone number, etc....) The capability to be able to review the identities and manage the entries that have been made to the repository where it is kept/stored
1 vote -
Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX
If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.
3 votes -
RingCX: Request for Direct Agent Download of Call Recordings
Agents using RingCX need the ability to quickly download a recording of a call they just completed directly from their agent interface, such as through a button on the call wrap-up screen or in the agent's recent call history.
1 vote -
RingCX HubSpot Extension Ability to send SMS
While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.
7 votesWe're excited to announce that we've listened to your feedback have rolled out a new update for the RingCX for HubSpot extension!
The Click to SMS feature is now available.
https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US
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RCX | Exporting reports with OB caller ID
"manual outbound caller id" be added as a selectable field/filter in reports for RingCX.
3 votes -
Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
For RingCX Historical Dashboards, Tommy wants a KPI similar to Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
6 votes -
RIngCX - Fixed amount for Agent States
We would like agents to only be in certain states for a fixed amount of time and for the agent's state to be automatically changed to available
3 votes -
Manual Call Recording for Manual Outbound Calls
All 140 Agents that place Manual Outbound Calls in RingCX need the ability to decide when/if they record their calls. If they do choose to record the call, they want to be able to drop a Audio File that will play to the customer that the call is being recorded (this is currently not supported with Manual Outbound Calls but is possible with the Dialer).
3 votes -
Supervisor access for survey results in RCX
Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.
5 votes -
Hidding Columns in Reports to produc more complex Calculations
When creating Reports and using the "Create Metric" to produce a %age I want to combine M2 and M3 as a Sum then get a %age between the "result" and M1 (see Screen Shot) I dont need the Column to show but I need the column "in" the report so aI can produce the Ratio "M5"
If we are given the ability to hide columns this will mean that customers can produce complex custom reports and Metric's without having to ask for "Custom" metrics be produced by the RC Dev Team or ask for "embebbed" metrics to be an option.
2 votes -
Rinsense for RingCX icon RingCentral app
Hello Team,
I hope you're doing well.
We’ve observed that currently, only RingSense for Sales (RingEX) is available as an icon within the RingCentral app. However, now that RingCX (SPOG) is fully integrated with the RingCentral platform, we would like to request the following enhancement:
Add RingSense for RingCX as an icon in the RingCentral app.
Alternatively, enhance the existing RingSense icon so that users can choose between RingSense for RingCX and RingSense for Sales/RingEX upon clicking it.
This would greatly improve user experience and accessibility for customers leveraging both RingCX and RingSense, ensuring a unified and intuitive interface.
Please…
6 votes -
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
Description:
• We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).
Current Behavior:
• RingCX allows custom audio and announcements to be played for queued callers.
• There is also a feature to announce the caller’s current position in the queue.
Requested Enhancement:
• The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger…
6 votes
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