1295 results found

1. Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window

   Hello RingCX Product Team,

   We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

   Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

   Agents have also observed a clear correlation between call duration and processing time:

   Shorter conversations tend to populate dispositions more quickly

   Longer calls take noticeably longer for the AI to process and display the disposition

   This creates friction during after-call work, as agents must either wait idly for the disposition to appear or proceed without it, increasing handling time and frustration.

   At this time, this behavior appears to be a platform limitation, as there is no way to:

   Surface a “processing” indicator with estimated readiness, or

   Improve responsiveness for longer conversations, or

   Allow agents to proceed while the AI disposition finalizes asynchronously

   Feature enhancement request:
   We are requesting consideration for improvements such as:

   Reduced latency for AI disposition generation, particularly for longer calls

   A visible status indicator (e.g., “AI disposition processing…”)

   The ability for AI dispositions to update asynchronously without blocking agent workflow

   Improving this experience would reduce after-call delays, improve agent satisfaction, and support more efficient call handling at scale.

   Hello RingCX Product Team,

   We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

   Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

   Agents have also observed a clear correlation between call duration and processing time:

   Shorter conversations tend to populate dispositions more quickly

   Longer calls take noticeably longer for the AI to process and display the disposition

   This creates friction during after-call work,… more

   4 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

   At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

   At present, this appears to be a feature limitation, as there is no option to:

   Customize this message, or

   Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

   Feature request:
   We are requesting the ability to either:

   Configure a custom callback confirmation message, or

   Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

   This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

   Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

   3 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. RingCX Digital Emails and RT Dashboards

   Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the same. When we reply to the messages, we change the to address to spam@company.com, send the reply then solve the emails. When doing it this way, the queued totals in Real-Time digital still do not change. We have tried refreshing and we have even deleted some of the emails in Outlook on our end but the totals remain the same. It seems like the only time the totals Real-Time digital change is when routed emails are solved.

   We, unfortunately, have to have auto routing and All Messages on at this time because this is the only way that we know of to view email content in the system. If emails are solved in all messages, can the totals in Real-Time digital reflect this accurately?

   Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the… more

   4 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Retain Originating Caller ID During RingEX to RingCX Transfers

   Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.

   Current behavior:
   When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.

   12 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. Spam detection for chats

   Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.

   28 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Needs More Information  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting would enable them to review conversations linked to specific interactions where NPS is flagged as poor or interaction handling time is unusually high. Furthermore, including a digital interaction URL would provide valuable functionality for data analysts and supervisors, allowing them to easily access digital conversations directly with minimal effort from the Analytics application.

   To improve existing analytics capabilities and to simplify data analysts and supervisors work, I would like to suggest implementing the following metrics and elements for Historical Reporting and Realtime Dashboards within RingCX Analytics:

   Digital Channel Name - Example: ACME Incorporated WebChat (Channel)

   Digital Channel ID - Example: 66718bdc30e2670007a938fa

   Digital Interaction Thread ID - Example: 6671b7063d443400075b2681

   Digital Interaction URL - Example: https://brgzmzwqdj.digital.ringcentral.com/identities/6671b7063d443400075b267d?thread_id=6671b7063d443400075b2681&view=no-header

   Digital Category Name - Example: WebChat

   Digital Category ID - Example: 66718b8b94c18e000727c35c

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting… more

   •  

   •  

   •  

   31 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Dashboard Configuration Rule - Email Notification

   It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.

   6 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Pre-chat quick replies / icebreakers for RingCX Engage Messaging

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter submits the pre-chat form (e.g., first name and last name), the next bot response or options should automatically appear.

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter… more

   6 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating
   Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Implemented, in open beta. please reach out for activation

9. RingCX Agent voicemail greeting

   A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.

   •  

   6 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Recycling Leads / Nurture Campaigns

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is important to note that Do Not Call (DNC) should remain strictly reserved for true DNC scenarios, in alignment with federal compliance guidelines. We do not want DNC to become a catch-all disposition for leads we are simply not dialing at the moment.

    This type of functionality would greatly improve lead lifecycle management, compliance, and long-term revenue opportunities.

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is… more

    5 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling

    customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
    have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

    so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

    or the other way around if you start the dialer - it would switch to off hook for the dialer - but it would not force the off hook for inbound calls (the auto answer will not be forced).

    I attached a screenshot to show what features I'm referring to.

    thanks

    customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
    have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

    so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

    or the other way around if you start the dialer - it would switch to off hook for the dialer -… more

    •  

    30 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. RCX - Realtime Dashboard Access

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, regardless if they are just an Agent or an Admin.

    12 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Have the ability to remove Voice Interactions under "My Inbox" in RingCX Agent application
    6 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. User greeting in RingCX Agent.

    Ability to personalize the greeting before answering the call per agent user.

    33 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Future Consideration  ·  10 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Screen Calling for Outbound Dialer

    Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant

    Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.

    8 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. RingCX Agent: Ability to Modify Voice Connection Options for Agents

    Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.

    This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.

    9 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    26 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating
    Implemented  ·  AdminSergey Konovalov (Group Product Manager, RingCX, RingCentral) responded

    This issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.

18. RingCX Audit Log Feature – Agent Status

    RingCX Audit Log Feature – Agent Status
    The customer is requesting an option to view the audit log that identifies which Supervisor manually changed a user's status.

    9 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  2 comments  ·  Admin experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership

    Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

    I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

    This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show as not having an owner.

    There is currently no way to delete this or reports not owned without engaging RingCentral's support team.

    Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

    I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

    This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show… more

    •  

    •  

    •  

    25 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Planned  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. SPOG Application: The option to manually accept callback request calls when they are routed to the agent.

    SPOG Application: The option to manually accept callback request calls when they are routed to the agent.

    12 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Planned  ·  5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating