1319 results found

1. Analytics and real time data discrepancies.

   We need to have the correct data under the real-time analytics. Currently, there are discrepancies between the real data and the data shown on live reports, the numbers are not correct, and they do not correlate with the other widgets, some widgets show some data and some widgets show different data even when they should be reflecting the same numbers. Even checking under performance reports or business analytics will show some discrepancy, and it hinders our abilities to correctly assess the situation and give correct feedback or adjust our team numbers, etc. There is one example attached.

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   5 votes

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   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. Outbound Default and Custom Lead Field Order/Ranking

   Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.

   14 votes

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   New  ·  1 comment  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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3. Add Agent Capacity Profiles to manage concurrent async and real-time workloads

   Description:
   In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

   RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

   Pain Point:
   Without agent capacity control:

   Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

   Supervisors cannot reserve a portion of agent availability for live channels while still allowing them to contribute to async workloads.

   It reduces flexibility and efficiency for operations that handle multiple channel types.

   Example Scenario:
   A managed service provider supports several businesses using RingCX. Each business uses Apple Business Chat for async messaging and LiveChat for real-time web interactions. Ideally, the same set of agents should contribute to both, but with clear limits — for example, each agent could manage 3 async conversations while keeping 50% of their capacity free for immediate live chat assignment. This is not currently possible without manual monitoring or third-party workarounds.

   Proposed Solution:
   Introduce an Agent Capacity Profile feature in RingCX similar to Engage Digital, enabling:

   Definition of concurrent conversation limits by interaction type (async and real-time).

   Ability to assign different profiles to agents, queues, or roles.

   Dynamic capacity management so agents aren’t overloaded.

   Benefits:

   Optimizes agent utilization while maintaining responsiveness on real-time channels.

   Improves SLA adherence across all communication types.

   Allows businesses to better manage diverse digital workloads without custom routing hacks.

   Aligns RingCX with proven features from Engage Digital, supporting a smoother migration path for customers transitioning between platforms.

   Description:
   In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

   RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

   Pain Point:
   Without agent capacity control:

   Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

   Supervisors cannot reserve a portion of agent availability for… more

   2 votes

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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4. Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.

   Allow login sessions to be kept active even when browser refresh so agents do not log out.

   3 votes

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   1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

   Release 25.4.2 (December)

   RingCX for Salesforce - Persistent Login Across Browser Refreshes:

   Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.

5. Add Ringtones when Requeuing in SPOG/RCX for RC App

   In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".

   10 votes

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   Planned  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. Add "call is being recorded" disclaimer for Inbound Queue call back

   Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

   4 votes

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7. Add time based variable to holiday configuration

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

   The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In… more

   61 votes

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   Future Consideration  ·  16 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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8. Add 35s and 40s Ring Duration Increments for Call Queues

   Request to enable specific timing intervals of 35 and 40 seconds within the "Wait time in queue" configuration. This is a business requirement for the Director of Patient Services to provide more granular control over call routing and escalation logic for center queues.

   2 votes

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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9. RingCX- Ability to upload Audio File and change the system default audio

   RingCX- Ability to upload an Audio File and change the system default audio

   12 votes

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   Future Consideration  ·  4 comments  ·  Other  ·  Delete…  ·  Admin →
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10. RingCX callback in queue

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
    Action:
    Identify the full script of your callback message.
    Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
    In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
    Locate the callback event and upload your new, unified audio file.
    2. Enhance Text-to-Speech Naturalness:

    If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

    Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

    Action:
    Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
    Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
    Test out any newer TTS options to see if they offer a more natural sound.
    Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

    Action:
    Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
    This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
    Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

    Action:
    Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
    In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
    Steps to Implement Changes in RingCX:

    Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
    Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
    Review Queue Events: Click "Queue Events" in the left navigation panel.
    Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
    Update Audio/TTS:
    If using a custom audio file for the entire message: Upload your new audio file in the designated section.
    If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
    Important Considerations:

    Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
    Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
    Documentation: Keep a record of the changes you make for future reference.
    By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

    12 votes

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11. Forced logout or manual logout reporting

    To have a report on whether an agent was forced to log out by a supervisor or system log out due to a network issue, or manually log out on their own.

    4 votes

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12. Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)

    Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.

    While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.

    Expected / Requested Enhancement:
    Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound campaign in Preview Mode is running.

    This feature would allow customers to run outbound preview campaigns without sacrificing inbound call handling, improving operational flexibility, agent productivity, and overall customer experience.

    Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.

    While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.

    Expected / Requested Enhancement:
    Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound… more

    2 votes

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13. Copying an alphanumeric value from Engage Digital should not automatically format it as a phone number or trigger click-to-dial functionalit

    Copying alphanumeric values should preserve the original formatting and not trigger or apply click-to-dial behavior unless the value is a valid phone number.

    9 votes

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    Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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14. Add Audio Settings (Noise Suppression) to RingCX Browser Version

    Customers have reported persistent background noise during calls when using the RingCX browser version. Unlike the desktop app, the browser version lacks audio settings such as noise suppression. Implementing audio controls and noise reduction features in the RingCX browser client would enhance call clarity and overall user experience.

    7 votes

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    Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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15. Integration of RCS (Rich Communication Services) as a Communication Channel in RingCX

    Summary:
    We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.

    What is RCS?
    RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via mobile data and Wi-Fi.

    Industry Adoption:
    Android: RCS is widely adopted on Android via Google Messages and supported by major mobile carriers.
    Apple: As of iOS 18, Apple has begun supporting RCS for person-to-person (P2P) messaging, signaling a major step toward broader adoption.
    Prerequisites: Both sender and recipient must use RCS-capable devices and compatible messaging apps.

    Justification for Integration in RingCX:
    Enhances customer experience through rich and interactive conversations, especially for industries like retail, banking, travel, and customer service.
    Supports omnichannel engagement strategies, particularly when paired with WhatsApp, SMS, and email.
    Future-proof communication, as RCS is positioned as the long-term successor to SMS/MMS.

    Summary:
    We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.

    What is RCS?
    RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via… more

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    10 votes

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    Under Review  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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16. Feature Request: Display Call Recording Storage Usage in RingCX

    Customers currently cannot view the total disk space used by call recordings within RingCX, as storage is managed only by retention timeframe. Providing a feature that shows the actual storage size (in gigabytes) of call recordings per account would help customers better manage their storage, forecast costs (especially when archiving offsite), and optimize retention policies. This visibility would improve transparency and enhance customer experience.

    7 votes

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    New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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17. Interaction Summary Overview in Contact Card for Agents

    Today, an agent can see the summary of each interaction. It would be highly valuable to agents if they could see at the top of the list of historical interactions a summary of the previous several interactions to see what's been talked about overall, without having to review every interaction. A paragraph summary including topics discussed will save agents a huge amount of time and improve customer satisfaction.

    2 votes

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    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. Drop Down Global Phonebook for Transfers when using the Desktop Ap

    If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?

    3 votes

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    1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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    Future Consideration  ·  AdminSergey Konovalov (Group Product Manager, RingCX, RingCentral) responded

    Thank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.

19. Persistent Login for RingCX Salesforce Agent

    Feature Request: Persistent Login for RingCX Salesforce Agent
    Description:
    The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.

    Current Behavior:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Salesforce session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    17 votes

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    Under Review  ·  3 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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20. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior- instead of 2 clicks -current situation when auto answer is disabled)

    I attached a screenshot to show what feature I'm referring to, and potentially we need to distinguish between auto answer for inbound and auto answer for outbound.

    thanks

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-… more

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    Future Consideration  ·  6 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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