Settings and activity

23 results found

1. Custom Recipient Selection & Follow-Up Options for Feedback Requests

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   New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Delete…  ·  Admin →
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   Hannah shared this idea  ·  Jul 23, 2026

2. Agents Request Specific Feedback

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   New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Delete…  ·  Admin →
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   Hannah supported this idea  ·  Jun 30, 2026

3. Allow UK English in follow-up email

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   New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Delete…  ·  Admin →
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   Hannah supported this idea  ·  Jun 30, 2026

4. Update RingCX Agent for ALL Interaction Types

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   Under Review  ·  3 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Hannah supported this idea  ·  Mar 16, 2026

5. Real-Time Dashboard Refresh

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   New  ·  1 comment  ·  RingCX » Realtime & historical analytics  ·  Delete…  ·  Admin →
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   Hannah supported this idea  ·  Feb 20, 2026
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   Hannah commented  ·  Feb 20, 2026  ·  Edit…  ·  Delete…

   Please add timeframe filtering to the real-time dashboard. Currently, the dashboard defaults to the active login session. By adding a filter it would allow managers to refine the view to specific working hours, preventing overnight sessions from skewing the real-time data. This especially important when agents have kpis.

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6. RingCX: Ability to implement interaction restrictions on a digital inbox for a team of agents

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   Under Review  ·  0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Hannah supported this idea  ·  Jan 8, 2026

7. RingCX Chat Channel_Option to transfer chat directly to the agent

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   0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Future Consideration  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Please provide additional info and use cases.

   • Automatic assignment to agent? (Last Agent Routing)
   • Direct transfer by Supervisor or from another agent already working on the interaction?
   Hannah supported this idea  ·  Jan 8, 2026

8. Efficiency in Searching and Retrieving Customer Correspondence

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   0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Read/Unread by customer or agent?

   For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.

   For responded/unresponded: status_in: New or Replied

   please provide more details what and why is needed for searching, what objective it achieves.

   Hannah supported this idea  ·  Jan 8, 2026

9. RingCX digital report showing which page the customer initiated the digital chat from

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   Planned  ·  0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Hannah supported this idea  ·  Jan 8, 2026

10. CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL

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    Under Review  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Hannah supported this idea  ·  Jan 7, 2026

11. Agent Whisper

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    New  ·  0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Hannah supported this idea  ·  Jan 7, 2026

12. Chat send to email

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    Under Review  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Hannah supported this idea  ·  Jan 7, 2026

13. Pre-chat quick replies / icebreakers for RingCX Engage Messaging

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    0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    Implemented, in open beta. please reach out for activation

    Hannah supported this idea  ·  Jan 7, 2026

14. Ability to limit SMS channel selection when creating an outbound SMS message

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    Planned  ·  2 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Hannah supported this idea  ·  Jan 7, 2026

15. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

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    Planned  ·  0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Hannah supported this idea  ·  Jan 7, 2026

16. Last Agent Routing with Digital Queues

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    New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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    Hannah supported this idea  ·  Jan 7, 2026

17. Real time agent analytics for when they are engaged in a digital interaction

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    New  ·  2 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Hannah commented  ·  Dec 17, 2025  ·  Edit…  ·  Delete…

    We are requesting the addition of an "Active Digital Interactions" (or "Active Chats") column within the Real-Time Agent widget. Currently, while the dashboard shows agent states (e.g., Available, Engaged) and call-related metrics, there is no direct visibility into how many live chat interactions an agent is currently handling.

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    Hannah supported this idea  ·  Dec 17, 2025

18. RingCX Time Based Callback-in-Queue Offering

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    Future Consideration  ·  6 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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    Hannah commented  ·  Nov 18, 2025  ·  Edit…  ·  Delete…

    Call back schedule required.

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    Hannah supported this idea  ·  Nov 18, 2025

19. AUTOMATION FOR CLEAR DATA ON RINGCENTRAL DESKTOP APPLICATION

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    Under Review  ·  1 comment  ·  Phone & Messaging » Application  ·  Delete…  ·  Admin →
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    Hannah supported this idea  ·  Nov 18, 2025

20. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

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    Under Review  ·  8 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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    Hannah commented  ·  Oct 13, 2025  ·  Edit…  ·  Delete…

    Still an issue for us. We will try the workaround.

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    Hannah supported this idea  ·  Jul 1, 2025