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25 results found

  1. Add time based variable to holiday configuration

    18 votes

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    Future Consideration  ·  3 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Shannon supported this idea  · 

  2. when you mark an idea as “already exists” in ideas.ringcentral.com please link to a guide or add some instruction for the solution

    3 votes

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    Under Review  ·  0 comments  ·  RingCentral Contact Center » Other  ·  Admin →
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    Shannon supported this idea  · 

  3. SPOG Application: The option to manually accept callback request calls when they are routed to the agent.

    10 votes

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    Planned  ·  5 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon supported this idea  · 

  4. ability to see who change the status of the agent.

    4 votes

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    New  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon supported this idea  · 
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    Shannon commented  · 

    We would like to have a more inclusive audit log or analytics report to identify if an agent manually changed their own queue status, if it was changed by someone else (a supervisor), or if it was updated automatically by system status timeout, disconnection, etc.

  5. Ability to associate trackers to teams

    3 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Shannon supported this idea  · 

  6. Ability to remove/delete implicit teams within RIngSense

    10 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Shannon supported this idea  · 

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

    57 votes

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    4 comments  ·  RingSense & AI » RingSense  ·  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

    Shannon supported this idea  · 

  8. Export scorecard data

    39 votes

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    Planned  ·  1 comment  ·  RingSense & AI » RingSense  ·  Admin →
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    Shannon supported this idea  · 

  9. Mute In-Call Voice Notifications for Call Recording & Transcripts On

    85 votes

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    Planned  ·  16 comments  ·  RingSense & AI » AI Assistant  ·  Admin →
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    Shannon supported this idea  · 

  10. RingSense Trackers and Tags being customized per department/team or user.

    4 votes

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    New  ·  0 comments  ·  RingSense & AI » AI Assistant  ·  Admin →
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    Shannon supported this idea  · 

  11. Pop-up window for incoming calls

    17 votes

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    New  ·  6 comments  ·  RingSense & AI » Accessibility  ·  Admin →
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    Shannon supported this idea  · 

  12. Separate Outbound Calling Announcement

    22 votes

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    Under Review  ·  2 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Shannon supported this idea  · 

  13. transfer

    56 votes

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

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

    73 votes

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    Under Review  ·  5 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon supported this idea  · 

  15. Advanced People/Team view in RingSense

    4 votes

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    Planned  ·  0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Shannon shared this idea  · 

  16. Ability to export Users and Teams lists

    4 votes

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    0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Planned  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank You for Your Feedback

    After careful review, we are pleased to inform you that your suggestion has been accepted and is now scheduled as part of our upcoming product roadmap.


    Your feedback plays a critical role in guiding our priorities, and we look forward to providing you with further updates as this initiative progresses.

    Shannon supported this idea  · 

  17. Ability to Configure Standard Roles in RingSense for RingCX

    4 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Shannon supported this idea  · 

  18. Remove RingSense from agent view

    8 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Shannon supported this idea  · 

  19. Details of Refused calls in Analytics report

    23 votes

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    New  ·  1 comment  ·  Analytics & Reporting » Other  ·  Admin →
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    Shannon supported this idea  · 

  20. Real Time Inbound dashboard widget - Need to include Callback request count

    9 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Shannon supported this idea  · 
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