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Settings and activity

7 results found

  1. Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting

    14 votes

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    New  ·  1 comment  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Joe commented  · 

    I'm running into the same limitations! This is very frustrating.

    Joe supported this idea  · 

  2. Recording Deliveries

    1 vote

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    New  ·  0 comments  ·  RingCX » Call & screen recording  ·  Admin →
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    Joe shared this idea  · 

  3. Mark email that did not have an agent reply as "Solved" rather than "Ignored"

    9 votes

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    Under Review  ·  1 comment  ·  RingCX » Digital experience  ·  Admin →
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    Joe commented  · 

    This would be great!

    Joe supported this idea  · 

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

    34 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.
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    Joe commented  · 

    This is not an enhancement, to me this is a design flaw.

    Joe supported this idea  · 
    Joe shared this idea  · 

  5. Ability to use RingSense on Queue Calls

    48 votes

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    5 comments  ·  RingSense & AI » RingSense  ·  Admin →
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  6. Export scorecard data

    39 votes

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    Planned  ·  1 comment  ·  RingSense & AI » RingSense  ·  Admin →
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  7. Mass Delete Inbox/SPAM threads in RingCX/Engage Digital

    11 votes

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    Under Review  ·  2 comments  ·  RingCX » Other  ·  Admin →
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    Joe commented  · 

    This would be extremely beneficial to our business.

    Joe supported this idea  ·