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122 results found

  1. Filter by Voice/Digital Queue in RingSense for RingCX

    36 votes

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    4 comments  ·  RingCX » AI quality management  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    I'm pleased to announce that this feature is live! RingSense (RS) now lets you:

    • Filter interactions by Queue (REX/RCX) and Disposition in the filter panel.
    • See source identifiers on each interaction—including the queue (REX, RCX) and the final Disposition value—for clear traceability.
    • Target scorecards using Queue and Disposition so you can tailor evaluations by routing path or final outcome. (Great for customizing scorecards by team/flow or result.)

    More details in the attached screenshots.


    Why this matters

    1. Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
    2. Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
    3. Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.
    Ben supported this idea  · 

  2. RingCX - Option not to count outbound queue calls within inbound reporting stats

    30 votes

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    Implemented  ·  3 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Ben commented  · 

    @Igor
    Could you please DM me internally about this item?

    Ben supported this idea  · 

  3. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

    32 votes

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    Under Review  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Ben supported this idea  · 

  4. transfer

    63 votes

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    Under Review  ·  1 comment  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Ben supported this idea  · 

  5. User administrative and compliance reporting

    17 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Ben supported this idea  · 

  6. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    58 votes

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    3 comments  ·  RingCX » Digital experience  ·  Admin →
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    Ben supported this idea  · 

  7. RingCX Digital Message Notification Improvements

    39 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Digital experience  ·  Admin →
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    Ben supported this idea  · 

  8. View Ring CX Realtime dashboards in minutes and seconds.

    93 votes

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    Implemented  ·  7 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Ben commented  · 

    We need to show HH:MM:SS for all inbound queues.
    We need to have an option, for those companies who need it, seconds only.

    For all dashboards, there should always be both options available.

    Ben supported this idea  · 

  9. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    17 votes

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    Under Review  ·  0 comments  ·  RingCX » Other  ·  Admin →
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    Ben supported this idea  · 

  10. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    77 votes

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    Future Consideration  ·  8 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Ben commented  · 

    This will be really useful!

    Ben supported this idea  · 

  11. Admins need to control RingCentral app settings

    26 votes

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    Under Review  ·  2 comments  ·  Phone & Messaging » Application  ·  Admin →
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    Ben commented  · 

    This will be amazing for global customers as well.

    Ben supported this idea  · 

  12. Being able to search for area codes without knowing the county

    1 vote

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    New  ·  1 comment  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Ben commented  · 

    This is the same for all customers globally.

    If I don't know what city and state I'll link together, I will struggle to find the correct area code in the US. As a UK organisation I don't know all of the cities and states in the USA. Likewise, my US counterparts don't know which Towns and counties are linked together.

  13. Have a report which shows all uses who have a divert on their phone

    33 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Ben supported this idea  · 

  14. Allow poly phones to set call forward via the TUI (Telephone User Interface) to short extension

    23 votes

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    New  ·  1 comment  ·  Phone & Messaging » General Phone  ·  Admin →
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    Ben supported this idea  · 

  15. Site specific directory, Hide the company directory from specific users only

    98 votes

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    7 comments  ·  Phone & Messaging » Application  ·  Admin →
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    Ben supported this idea  · 

  16. add text to speech on message only message only extension setup screen

    4 votes

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    New  ·  0 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Ben shared this idea  · 

  17. Audit Trail Enhancements

    269 votes

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    71 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Under Review  ·  AdminJessica H. (Admin, RingCentral) responded

    As there are so many great ideas and suggestions for Audit Trail enhancements, we've merged them into one record to better track these feature requests. Your individual idea has not been lost, and our development team knows how important this part of the system is for everyone! We'll provide more updates when available. Thank you!


    In the meantime, please continue to leave comments on your ideal audit trail enhancement and use cases.

    Ben shared this idea  · 

  18. Improve the overall expereince of National and International whitelisting

    58 votes

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    6 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Planned  ·  AdminJessica H. (Admin, RingCentral) responded

    We appreciate your feedback everyone. This is actively being looked into by our Fraud, Risk and Security team, along with our Account Management Teams. You'll start to see improvements over the next couple of months!

    Ben shared this idea  · 

  19. Delay in the event after "Single Play Audio"

    18 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Other  ·  Admin →
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    Ben supported this idea  · 

  20. Impersonated admin showing incorrectly in the audit trail

    15 votes

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    Implemented  ·  0 comments  ·  RingCX » Other  ·  Admin →
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    Ben shared this idea  · 
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