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Settings and activity

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

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

    10 votes

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    Future Consideration  ·  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

    35 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  · 
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  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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    1 comment  ·  RingSense & AI » RingSense  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank you so much for your valuable feedback. I'm pleased to announce that we've now released this feature.


    We've released the following new reports:

    • Scorecard report - Shows how agents are performing on scorecards. Use it to spot trends, identify where agents are struggling, and turn scoring data into coaching opportunities. (part of this feature request)
    • Saved views report - Generates a report based on a saved view from your Interactions page. Use it to download interaction info for review, performance monitoring, or sharing.
    • Development plan report - Tracks how many development plans are created and shared, and with which agents. Use it to monitor coaching activity and consistency over time.
    • Users export report - Generates a roster of users with details like managers, roles, and license assignments. Use it for audits, access reviews, and keeping external records up to date.


    Additionally, you can now schedule reports with the following…

    Joe supported this idea  · 

  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  ·