1443 results found

1. Add Caller's Name for Inbound Call Details Report

   To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.

   There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.

   5 votes

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2. Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX

   Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
   The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.

   12 votes

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   Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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3. Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "

   When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

   In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

   If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the process if they wish to continue with requeue, losing their original place in line from the first attempt.

   Agents are also unable to drop from the call once it has begun "requeuing" to the secondary queue until it is answered by an agent from the secondary queue. If agent chooses to hang up while waiting in the secondary queue, the entire call drops.

   We need to add the ability to control both calls independently when utilizing "Requeue" and "Stay on call" option just like a warm transfer would allow.

   When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

   In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

   If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the… more

   23 votes

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4. 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

   5 votes

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5. RingCX - Display User Extension Number When Transferring to RingCX OR RingEX

   If a CX agent takes a voice queue call from number 333-444-3344,
   When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

   We want them to see the name of the agent who is trying to transfer to them.
   Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX to EX will just show the main outbound caller ID of the account, so no one in EX knows who's calling since it just says the name of our company when it's ringing them from CX.

   If a CX agent takes a voice queue call from number 333-444-3344,
   When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

   We want them to see the name of the agent who is trying to transfer to them.
   Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX… more

   7 votes

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6. Closed Caption in CX

   RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
   This appears to be a product parity and accessibility issue, not a technical limitation.

   Why This Matters
   Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

   Deaf or hard‑of‑hearing agents
   Agents with auditory processing disorders
   Neurodivergent agents who benefit from visual reinforcement
   Non‑native speakers
   Agents working in noisy or shared environments

   While RingCX provides post‑call transcription and AI insights, accessibility requires real‑time participation, not retrospective review.

   Key Concern
   RingCentral already demonstrates the technical capability to:

   Generate real‑time transcription (RingSense, AI Assist, analytics)
   Display live captions in another core product (RingEX)

   However, RingCX agents cannot see this transcription live during calls, even though it exists during the interaction. This creates an inconsistency across RingCentral products and places contact center agents at a disadvantage.

   Business & Operational Impact
   Beyond accessibility compliance, live captions would:

   Improve agent comprehension and accuracy
   Reduce mishearing‑related errors
   Support faster onboarding and training
   Improve confidence and call quality in complex or high‑stakes conversations
   Enable more inclusive hiring and retention practices

   From an operational standpoint, this is a quality, performance, and workforce enablement improvement, not just an accommodation request.

   Request
   We strongly recommend that RingCentral:

   Add live closed captioning / real‑time transcription visibility for RingCX voice calls in the desktop app
   Allow captions to be:

   Agent‑visible
   Optional / toggle‑based to reduce cognitive load

   Treat this as an accessibility and compliance enhancement, not a general feature request

   Closing
   As organizations increasingly prioritize accessibility, inclusivity, and remote work, the lack of live captions in RingCX represents a growing gap. Aligning RingCX with RingEX in this area would significantly strengthen RingCentral’s accessibility posture and agent experience.
   We appreciate consideration of this feedback and would welcome inclusion of this capability on the RingCX product roadmap.

   RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
   This appears to be a product parity and accessibility issue, not a technical limitation.

   Why This Matters
   Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

   Deaf or hard‑of‑hearing agents
   Agents with auditory processing disorders
   Neurodivergent agents who… more

   4 votes

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7. Cancelling a requeued call

   Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.

   45 votes

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   Under Review  ·  7 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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8. Digital interaction routing to next available agent

   Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.

   2 votes

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9. Real-Time Dashboard Refresh

   Allow the users to see the real-time data of the dashboard in any circumstances (e.g, forgot to logout properly) they should still see updated real-time dashboard.

   4 votes

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10. AI Notes & Transcript data retention policy

    We would like to have a separate data retention policy for AI Notes & Transcripts

    3 votes

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11. Live Transcription on RingCX

    Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time

    20 votes

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    3 comments  ·  AI agent & supervisor assist  ·  Delete…  ·  Admin →
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    Implemented  ·  AdminAlexey (VP, Product Management - Applications, RingCentral) responded

    Live Transcription is available for agents via Agent Assist feature. See https://support.ringcentral.com/article-v2/configuring-agent-assist-for-ringcx.html?brand=RingCentral&product=RingCX&language=en_US

12. Call notifications comes through laptop as well as headset

    When a call comes through the ability to allow the ring tone to come through the laptop audio as well as the headset audio should be allowed to allow agents to hear a call coming through even if they do not have their headset on at the time a call is coming in so they can be alerted.

    4 votes

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    Implemented  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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13. Feature Request: Add Reporting for Abandoned Chats in RingCX

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to identify how many customers abandon chat sessions before they are handled, along with timestamps and queue information.
    This data would help:

    Improve response times by identifying high abandonment periods.

    Enhance customer experience by ensuring sufficient agent coverage.

    Provide parity with existing voice reporting (e.g., abandoned call metrics).

    Requested Enhancement:

    Add “Abandoned Chats” as a metric in chat queue reports and real-time dashboards.

    Include fields such as:

    Queue name

    Timestamp of chat initiation and abandonment

    Time waited before abandonment

    Agent availability at time of event

    Optionally, include in Interaction Detail Reports (IDR) or Queue Summary Reports.

    Business Impact:
    Without this feature, supervisors lack visibility into missed chat interactions, making it difficult to track customer engagement effectiveness or staffing needs.

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to… more

    8 votes

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14. Have search option of dial group added to Ring Sense

    We would like the ability to search by campaign dialing groups in Ringsense

    40 votes

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15. Retrieve deleted RingCX Custom Report

    Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

    6 votes

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16. Ability to see Logged out agents in RingCX Real time Dashboard

    Ability to see Logged out agents in RingCX Real time Dashboard

    Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out

    18 votes

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    Future Consideration  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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17. Ability to limit SMS channel selection when creating an outbound SMS message

    When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.

    In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.

    It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.

    34 votes

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    Planned  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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18. RNA Priority Routing

    Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.

    5 votes

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19. Recordings Delivery Audio Format

    Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.

    13 votes

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20. Ability to limit digital interactions per channel and per user

    Is there a way to limit digital interactions? The client would like the ability to set limits for each digital channel per user.
    For example:
    1 interaction for email
    5 interactions for chat

    8 votes

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