1443 results found

1. Disable / Toggle Off Call Recording Announcement in RingCX Admin Tool

   They would like an option or setting in RingCX Admin to disable the Automatic Call Recording Announcement for their RingCX calls. (Inbound and Outbound)

   Actual Behavior:
   RingCX and RingEX automatically plays a call recording announcement on applicable calls.
   There is currently no visible admin-level option for the customer to turn this announcement off.

   Expected Behavior:
   An admin-configurable option in RingCX to enable or disable the automatic call recording announcement based on business needs and compliance requirements.

   5 votes

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2. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

   Impact on Customer Experience (CX)
   * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
   * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

   Operational & Workforce Management Impact
   * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
   * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

   Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
   1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
   2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

   It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

   Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

   Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
   * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
   * The "Black Hole" Effect - Currently, RingCX… more

   6 votes

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3. Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue

   Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

   We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however, since it is being done via a requeue, the caller is technically sent to the "end of the line" of the queue as their place in queue is not held.

   Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

   We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,… more

   4 votes

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4. Option to disable Call Recording for internal interactions

   • It would be great if we can have the option to disable Call Recordings for internal interaction/calls
   •This would help with the account's recording threshold
   • Currently, Call Recordings settings is limited to :
   -Recording on Transfer
   -Agent segment recording

   12 votes

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5. RingCX Audio Library - Ability to Override Existing Audio Files in RingCX Audio Library

   Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library

   We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.

   Current Behavior:
   When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.

   Proposed Enhancement:
   Introduce a clear option to override (replace) an existing audio file, such as:

   • A “Replace File” or “Overwrite” option during upload
   • A confirmation prompt before replacing the existing file
   • Automatic versioning (e.g., retaining a history of previous versions)
   • Clear indicators showing the current active version

   Expected Benefit:
   - Simplifies audio management and reduces duplication
   - Ensures only the intended audio file is used in IVR flows
   - Improves clarity and control when updating prompts
   - Helps prevent accidental use of outdated audio versions
   - If a file is currently being used in an IVR, there is no need to manually update the IVR configuration, as the system will retain the existing reference and automatically reflect the updated audio

   This enhancement would significantly improve efficiency and usability when managing frequently updated or multilingual audio prompts.

   Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library

   We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.

   Current Behavior:
   When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.

   Proposed Enhancement:
   Introduce a clear option to override (replace) an existing audio file, such as:

   • A “Replace File” or “Overwrite” option… more
   3 votes

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6. Add an alert for when the Salesforce client for RingCX disconnects from RingCX

   Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.

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7. Filtering To Queued Interactions In Inbox

   There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.

   5 votes

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8. RCX Allow Agent to Open the Queue when they are Logged In

   RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.

   2 votes

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9. Export DNC list

   Add the option to download/export the DNC list in RingCX

   2 votes

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10. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

    ---

    Current Behavior

    1. Name field dependency

    • If the Name field is not populated at disposition time:

      • Phone call records may not be created in Dynamics 365
      • Placeholder customer/patient records may be auto-created with no populated data

    1. Common scenarios leading to missing Name field

    • Phone numbers associated with multiple Dynamics records (ambiguous match)
    • Inbound calls from contacts not yet in Dynamics
    • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
    • Calls going directly to voicemail or ending abruptly
    • Immediate transition to the disposition screen, increasing missed data entry
    • Agents intentionally leaving calls untracked due to workflow constraints

    1. Dynamics constraints

    • The Call To / Call From field is required by Dynamics 365
    • RingCX currently cannot create call records without these required fields populated

    ---

    Business Impact

    • Inaccurate call volume and performance reporting
    • Missing CRM activity records for completed calls
    • Increased manual cleanup and reconciliation work
    • Reduced agent compliance and usability
    • Risk to auditability and operational visibility in regulated environments

    ---

    Requested Enhancements

    1. Decouple Call Record Creation from Name Field Completion

    Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

    This would:

    • Preserve call metadata (time, direction, duration, agent)
    • Allow post-call completion of required fields
    • Ensure accurate reporting and historical tracking

    ---

    2. Prevent Automatic Customer/Patient Record Creation

    Add an option to disable auto-creation of customer/contact records from RingCX calls.

    Desired behavior:

    • Call records can exist independently of customer/contact records
    • Customer/contact creation remains a manual, user-driven action

    ---

    3. Improve Name Field Visibility and Workflow

    Enhance agent UI to reduce missed Name entries by:

    • Making the Name field more prominent
    • Displaying the Name field on both call and disposition screens
    • Optionally merging Name entry and disposition into a single workflow step
    • Preventing disposition submission until required CRM fields are reviewed

    ---

    4. Support Deferred Field Completion

    Allow agents or supervisors to populate or correct:

    • Name
    • Call To / Call From after the call record has already been created in Dynamics.

    ---

    Expected Outcome

    • All RingCX calls generate a corresponding Dynamics phone call record
    • Improved data integrity and reporting accuracy
    • Reduced agent friction and training overhead
    • Better alignment with real-world call center workflows
    • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

    ---

    Environment Details

    • Platform: RingCX
    • Integration: Embedded Agent for Microsoft Dynamics 365
    • Use Case: High-volume inbound and outbound contact center operations
    • Industry Impact: Healthcare, enterprise support, regulated environments

    ---

    Request

    Please review the feasibility of these enhancements and advise:

    • Whether these changes align with the RingCX product roadmap
    • If configuration-based alternatives are planned
    • Recommended next steps for prioritization

    Thank you for considering this request.

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

    5 votes

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11. Admins to be able to delete call recordings within RingCX

    Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.

    18 votes

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12. QA Reviews for Email Interactions in RingSense

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within RingCX

    Email transcript review with full conversation threading

    AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

    QA scoring frameworks applicable to email interactions

    Search and filtering of emails by agent, queue, keywords, or sentiment

    Coaching and feedback workflows tied to email interactions
    Reporting on email quality trends over time

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within… more

    5 votes

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    Planned  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank you for your valuable idea. We are working on this feature request. We will post an update when this is available on your account

13. RingCX Grammar Check

    Grammar check - If there are errors give prompt to agent to ok before sending email or chat.

    4 votes

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14. Active email insights through AI to know why email backlog is occuring.

    When exceptional email volume occurs and agents are not able to keep up with the incoming emails it would be excellent to have AI insights not just to completed emails after fact but to the in progress active emails to help alert us to a new problem or issue we need to get ahead of.

    4 votes

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15. 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.

    10 votes

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16. Ability to Use the Main Company Number as a Selectable Outbound Caller ID for RingCX Agents

    Requesting the ability for RingCX agents to select the Main Company Number as the outbound caller ID when placing outbound calls from within RingCX queues.

    3 votes

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17. Configurable Notification Sounds for RingCX Engage Digital

    Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.

    Proposed Functionality

    1. Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).

    2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the sounds before selecting; Optional volume control (tied to system audio or separate slider).

    3. Default Sound Pack: Admins can define the default sound scheme for new users; Optionally disable customization for consistency (admin override).

    4. Accessibility Consideration: Include high-pitch/low-pitch variants for users with hearing impairments.

    5. Parity with RingEX: Leverage UI/UX consistency from RingEX sound setting features to ease adoption.

    Why This Matters

    Agents miss alerts due to quiet, non-distinct, or repetitive tones especially in noisy environments or when multitasking. This leads to slower response times, missed SLAs, and frustrated customers. Providing sound personalization allows agents to choose tones that stand out for them, improving their awareness and responsiveness.

    Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.

    Proposed Functionality

    1. Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).

    2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the… more

    13 votes

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18. Wrap-up timer shows agents in wrap-up and not available

    Problem:
    Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.

    The feature request:
    Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.

    Why it matters:
    This is beneficial to manage agents and SLA's combined ensuring agents are available for our customers when needed. Also gives supervisors full visibility of who is actually available to take calls at any one time.

    Problem:
    Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.

    The feature request:
    Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.

    Why it matters:
    This… more

    3 votes

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19. Ability to Customize AI Compliance Prompts

    Summary:
    Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.

    Current Behavior:
    At present, AI compliance prompts can only be enabled or disabled via:
    Admin → Settings → Accounts → Compliance Prompts

    The available prompts include:

    Recording Announcement
    AI Quality Management Announcement
    AI Processing Announcement

    There is no option to modify or customize the content of these prompts.

    Problem Statement:
    Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:

    Misalignment with local legal wording requirements
    Inconsistent customer experience or branding
    Need for external workarounds to meet compliance standards

    Proposed Enhancement:
    Introduce a configuration option that allows administrators to:

    Edit the script/content of each compliance prompt
    Define custom wording per prompt type
    Optionally support multiple languages or region-based variations

    Summary:
    Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.

    Current Behavior:
    At present, AI compliance prompts can only be enabled or disabled via:
    Admin → Settings → Accounts → Compliance Prompts

    The available prompts include:

    Recording Announcement
    AI Quality Management Announcement
    AI Processing Announcement

    There is no option to modify or customize the content of these prompts.

    Problem Statement:
    Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:

    Misalignment with local legal wording requirements
    Inconsistent customer… more

    2 votes

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20. RingCX Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics

    Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics

    Product
    • RingCX

    Title
    • Allow administrators to manually adjust or correct invalid agent activity tags in historical analytics data.

    Description
    • Currently in the Analytics module of RingCX, agent activity data (such as RNA, Ready, Not Ready, etc.) is automatically recorded and cannot be modified once logged. In cases where agents accidentally leave the system running or when a status is incorrectly captured, these records can create inaccurate reporting metrics.

    It would be beneficial to introduce an Advanced Settings option within Analytics that allows administrators to manually configure or correct invalid activity tagging in historical agent reports.

    Proposed Capability

    • Allow admins to manually adjust or override agent activity tags in historical reports.

    • Provide an option to exclude or correct invalid entries (e.g., incorrect RNA duration).

    • Enable corrections through an Advanced Settings or Analytics Admin panel.

    • Maintain an audit trail to track any changes made to historical data.

    Example Use Case
    • An agent accidentally leaves RingCX open while traveling, causing several hours of Ring No Answer (RNA) to be recorded. Administrators currently cannot remove or adjust this inaccurate data, which negatively affects performance reporting.

    Benefit

    • Improves accuracy of agent performance metrics

    • Allows administrators to correct data anomalies

    • Provides better operational and workforce reporting reliability.

    Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics

    Product
    • RingCX

    Title
    • Allow administrators to manually adjust or correct invalid agent activity tags in historical analytics data.

    Description
    • Currently in the Analytics module of RingCX, agent activity data (such as RNA, Ready, Not Ready, etc.) is automatically recorded and cannot be modified once logged. In cases where agents accidentally leave the system running or when a status is incorrectly captured, these records can create inaccurate reporting metrics.

    It would be beneficial to introduce an Advanced Settings option within Analytics that allows administrators to manually… more

    2 votes

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    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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