1659 results found
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Audit log to show when things are requeued by an agent
Within digital interactions it is not clear when agents have requeued interactions when looking at thread audit logs. This needs to be clear for agent management.
Alongside this it is best practice to show which queue the interaction is in as large accounts such as ours have close to 100 queues to manage. Currently, all we can see is that the interaction has moved to 'triage queue' with no insight into which queue that is.
12 votes -
RingCX Transition Requeue Permissions from Agent to Queue Level
Currently, permissions for requeue and cross-queue requeue are managed at the agent level. We are requesting an enhancement to migrate these settings to the queue level.
This change would provide greater granularity by allowing us to define permissions based on the specific requirements of a queue. This would enable agents to requeue calls on certain queues while being restricted on others, which is essential for improving operational flexibility and security governance.
15 votes -
Automatically set agent state back to Avaialble after RNA by timeout
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
- What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
- How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
7 votes -
RingCX - Ability to log the notes to a phone log in NetSuite
If we can have the Notes and AI Summary written into the NetSuite it would improve the experience with the integration.
2 votes -
Ability to remove suggested email addresses in RingCX
We’d like an option for agents and supervisors to manually remove or delete suggested email addresses in the RingCX application.
During testing, an email was sent to one of our team member’s personal address. Now, when users type the last name in the To field, both the personal and work addresses appear, and the personal address often gets selected because it appears first. We can’t find a way to delete or suppress that suggestion.6 votes -
Feature Request: Time Zone Configuration for RingCX
Current Behavior
As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.Problem / Limitation
This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.Requested Enhancement
Introduce the ability to define time zones at a more granular level, specifically:Per Queue
Call Handling Logic
Historical Reporting (eW Analytics)
Each queue should be able…
11 votes -
Voicemail Transcription for RingCX
Description:
Requesting the ability to automatically transcribe voicemail messages and display the transcription directly within the RingCX voicemail inbox. Additionally, it would be beneficial if the voicemail transcription could be included in voicemail email notifications sent to users.Business Impact:
This enhancement would improve efficiency by allowing users to quickly review voicemail content without having to listen to each message. It would also improve accessibility, enable faster response times, and provide a better overall user experience for agents and supervisors managing high volumes of voicemail messages.Expected Functionality:
Automatically generate a text transcription for voicemail messages.
Display the transcription within…2 votes -
RingCX Reporting Enhancement: Queue Wait Duration Before Callback and hh:mm Export Formatting
Current Limitation:
During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.Requested Enhancements:
Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.
Downloaded report duration formatting: Add an export…
2 votes -
Directory lookup
The customer would like to have an option for the RingCentral IVR or Bridge Operator to use the organization's Microsoft Directory/Entra ID as the source for person lookup instead of relying solely on the native RingCentral directory.
This functionality would allow users to search for employees directly from the Microsoft Directory when using Dial by Name or when receptionists use the Bridge Operator to locate and connect callers to employees.
Business Impact
Currently, organizations that maintain their employee directory primarily in Microsoft may need to maintain duplicate directory information in RingCentral. This can result in additional administrative effort and potential…
2 votes -
Need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents.
We need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents. Currently, agents can see the total call time but cannot see how long a caller has been on hold, leading to compliance gaps, inconsistent customer experience, and unintentionally long hold times. I would like to request A secondary timer that: Displays real‑time hold duration (HH:MM:SS) Resets each time hold is removed Remains visible at all times If possible, and alerts agent when hold exceeds a set threshold
7 votes -
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.6 votes -
Chat Popout Window
Allow user to pop chat window out, incase they need to navigate away from the current window.
15 votes -
Disable access in RingCentral app while keeping access in RingCX Agent
Customer would like to restrict a user's access in the RingCentral app while being able to use RingCX Agent.
2 votes -
Block Anonymous Calls in RingCX
Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.
Business Need:
Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experienceBenefits:
Reduces unwanted and spam calls reaching agents.
Improves agent efficiency by minimizing interruptions from anonymous callers.
Enhances security by reducing exposure to…2 votes -
Auto add new queues in the recording delivery
Ability for Recording Deliveries to automate the inclusion of new queues and add them to the delivery.
3 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
18 votes -
export email
Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.
We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful…
3 votes -
Requeue Shorcuts Searchable
When an agent goes to requeue a call they get a list of queues available. While there is a search field at the top to type in the name of the queue you are looking for it does not actually perform a search. The agent must scroll down through the list of queues find the one they are looking for. In order to improve agent efficiencies making this truly searchable would be greatly beneficial.
14 votes -
Call queue notifications
We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.
5 votes -
Option to Disable Email Hover/Preview Popups in Engage Digital / Contact Center
Use Case / Problem:
When agents navigate through incoming interactions (such as email queues), hovering over an item triggers a large preview popup overlay. In high-volume environments, this pop-up often obstructs other interface elements, creates visual clutter, and can slow down agent navigation when moving the cursor across multiple queue items.Proposed Solution:
Add a user setting or administrator toggle option within the interface settings to disable hover previews (or set a delay).Option A: A simple toggle switch in user preferences: "Enable email hover previews [On / Off]".
Option B: Require an explicit click on the interaction card to…
2 votes
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