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61 results found

  1. Audit Trail Enhancements

    282 votes

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    74 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Under Review  ·  AdminJessica H. (Admin, RingCentral) responded

    As there are so many great ideas and suggestions for Audit Trail enhancements, we've merged them into one record to better track these feature requests. Your individual idea has not been lost, and our development team knows how important this part of the system is for everyone! We'll provide more updates when available. Thank you!

    In the meantime, please continue to leave comments on your ideal audit trail enhancement and use cases.

    An error occurred while saving the comment
    Chris commented  · 

    Is this not a thing yet? How would you build a system with no audit trail?

    Chris supported this idea  · 

  2. dashboards data refresh time

    69 votes

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    Planned  ·  6 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Chris supported this idea  · 

  3. Ask first transfer creates a blind conference. Does not behave as expected.

    4 votes

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    Under Review  ·  2 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris commented  · 

    There is a setting in RingCX for this under the Account Settings. Enable Auto-Hold for Warm Transfer checkbox.

  4. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    29 votes

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    Under Review  ·  2 comments  ·  RingCX » Other  ·  Admin →
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    Chris supported this idea  · 

  5. Access RingCX Voicemails in the RingCentral Chrome Extension

    6 votes

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    Under Review  ·  0 comments  ·  RingCX » Integrations & APIs  ·  Admin →
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    Chris supported this idea  · 

  6. Preserve Agents’ extension as Caller ID for Internal Calls

    16 votes

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    Planned  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  7. Add more Stats to Agent screen in RCX

    8 votes

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    Under Review  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  8. Improvement with the CX queue voicemail options.

    36 votes

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    Future Consideration  ·  4 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Chris supported this idea  · 

  9. When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.

    43 votes

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    New  ·  3 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Chris supported this idea  · 

  10. Feature Request: Granular Call Monitoring Permissions for Agent Role

    25 votes

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    Under Review  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  11. Cancelling a requeued call

    45 votes

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    Under Review  ·  7 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Chris supported this idea  · 

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

    126 votes

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    Under Review  ·  8 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  13. Quality of Service (QoS) Portal for RingCX Calls

    80 votes

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    Under Review  ·  15 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Chris supported this idea  · 

  14. Extension dialing between CX and EX

    155 votes

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    Future Consideration  ·  24 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  15. RingSense - RingCX Integration Prior to Account Activation

    1 vote

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    New  ·  0 comments  ·  RingCX » Admin experience  ·  Admin →
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    Chris shared this idea  · 

  16. Make Changing Users Efficient and Secure

    4 votes

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    New  ·  0 comments  ·  RingCX » Admin experience  ·  Admin →
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    Chris supported this idea  · 

  17. RingCX account creation automation + Import/Export Functionality

    3 votes

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    Future Consideration  ·  1 comment  ·  RingCX » Admin experience  ·  Admin →
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    Chris supported this idea  · 

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

    36 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.
    Chris supported this idea  · 

  19. Connect RingSense to RingCX admin console for Supervisor management

    8 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Admin →
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    Chris supported this idea  · 

  20. Show RingCX UII in Ringsense

    3 votes

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    1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Admin →
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    Chris supported this idea  · 
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