Settings and activity

21 results found

1. RingCX should be compatible to all Headsets

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   New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Aug 20, 2025

2. Enable AI-Pre-Filled Scorecards to Contribute to Leaderboard Metrics

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   New  ·  0 comments  ·  RingCX » AI quality management  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Aug 7, 2025

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

   34 votes

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   4 comments  ·  RingCX » AI quality management  ·  Delete…  ·  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.
   Bernd Renfert supported this idea  ·  Aug 7, 2025

4. Display Agent Call Hold Status and Duration in Supervisor Dashboard

   5 votes

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   New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Aug 7, 2025

5. RingCX Outbound SMS -- Cannot see messages until they are replied to

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   Planned  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Aug 6, 2025

6. Shorten RingCX Historical Report Refresh Time Rate

   19 votes

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   Under Review  ·  3 comments  ·  RingCX » Realtime & historical analytics  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Jun 24, 2025

7. RingCX Post Call Survey Recording

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   New  ·  0 comments  ·  RingCX » Call & screen recording  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Jun 23, 2025

8. Train Ringsense with Our Policies, SOPs & Training Materials

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   New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Jun 5, 2025
   Bernd Renfert shared this idea  ·  Jun 3, 2025

9. All Messages Conversation Search Enhancement

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   19 votes

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   Planned  ·  0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Bernd Renfert supported this idea  ·  Jun 5, 2025

10. Feed the AI with our polocies and procedures

    2 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Delete…  ·  Admin →
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    Bernd Renfert shared this idea  ·  Jun 3, 2025

11. RingSense: Pull in/Filter Calls based on Duration

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    57 votes

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    4 comments  ·  RingSense & AI » RingSense  ·  Delete…  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    This feature is now live for all RingSense customers. As a RingSense user, you can define minimum duration rules in your duration filters. This is also available as part of your profile settings.

    
    

    Key benefits of this feature include:

    
    

    • Custom thresholds: Customers can define minimum call duration rules
    • Cleaner data: Automatically hides short calls (e.g., voicemails, misdials) below the threshold
    • Business impact: Streamlines analysis by focusing only on meaningful customer interactions

    
    

    Please take a look at the attached screenshot for instructions on setting up the minimum duration threshold on your account

    Bernd Renfert supported this idea  ·  Jun 3, 2025

12. Improve AI Transcription

    28 votes

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    New  ·  3 comments  ·  RingSense & AI » AI Assistant  ·  Delete…  ·  Admin →
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    Bernd Renfert supported this idea  ·  Jun 3, 2025

13. Agent to Agent Transfers in SMS and Engaged Digital Messaging

    19 votes

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    Planned  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Bernd Renfert supported this idea  ·  Feb 26, 2025

14. Phone call satisfaction feedback/survey

    14 votes

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    Future Consideration  ·  2 comments  ·  Phone & Messaging » Other  ·  Delete…  ·  Admin →
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    Bernd Renfert supported this idea  ·  Jan 31, 2025

15. RingCX - Survey report

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    Future Consideration  ·  1 comment  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Bernd Renfert supported this idea  ·  Jan 31, 2025

16. Enable Survey after queue call

    7 votes

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    Under Review  ·  1 comment  ·  Phone & Messaging » Admin Portal  ·  Delete…  ·  Admin →
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    Bernd Renfert supported this idea  ·  Jan 31, 2025

17. Include "Called Number--User Direct Line" variable in Call Handling Template Menu

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    Under Review  ·  0 comments  ·  Phone & Messaging » Other  ·  Delete…  ·  Admin →
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    Bernd Renfert supported this idea  ·  Dec 10, 2024

18. Show caller ID when someone calls a direct line

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    Under Review  ·  0 comments  ·  Phone & Messaging » Other  ·  Delete…  ·  Admin →
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    Bernd Renfert supported this idea  ·  Dec 10, 2024

19. CNAM display in RingCX Real Time Dashboard

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    Implemented  ·  3 comments  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Bernd Renfert commented  ·  Dec 2, 2024  ·  Edit…  ·  Delete…

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    Bernd Renfert supported this idea  ·  Dec 2, 2024

20. Allow Administrator to disable "Auto-answer call" feature

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    Under Review  ·  13 comments  ·  Phone & Messaging » Admin Portal  ·  Delete…  ·  Admin →
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