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89 results found

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

    134 votes

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

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

    85 votes

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

  3. Extension dialing between CX and EX

    169 votes

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

  4. 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  · 

  5. 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  · 

  6. 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  · 

  7. 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  ·  Sushant Hiray 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  · 

  8. 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  · 

  9. 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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    Implemented  ·  Sushant Hiray responded

    I'm glad to let you know that this feature is now available in your account.


    On clicking details view of any interaction, you can find all source identifiers including UII for interactions from RingCX.


    You can also filter interactions via UII

    Chris supported this idea  · 

  10. sort supervisor view by team

    5 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Other  ·  Admin →
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    Chris supported this idea  · 

  11. Sync RingCentral Desktop Application With RingCX

    329 votes

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    Planned  ·  27 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  12. Shorten RingCX Historical Report Refresh Time Rate

    22 votes

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    Under Review  ·  3 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Chris supported this idea  · 

  13. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    44 votes

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    Implemented  ·  3 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris commented  · 

    How is this not a top of the list need? My agents are complaining about it all of the time. Is there no setting for this somewhere?

    Chris supported this idea  · 

  14. Check Network Connectivity Through the App

    6 votes

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    Under Review  ·  1 comment  ·  Phone & Messaging » Application  ·  Admin →
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    Chris commented  · 

    I came here to share the same idea!

    Chris supported this idea  · 

  15. Defining "Other'" Category in RingCX Historical Reports and Historical Dashboards

    4 votes

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

  16. Add integration for the RingSense for RingCX icon within the RingCentral app interface

    3 votes

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

  17. Block RingCentral App (EX) Calls While Agent Is on RingCX Call

    12 votes

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    Under Review  ·  2 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 

  18. RingCX Audit Log Feature – Agent Status

    9 votes

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    New  ·  3 comments  ·  RingCX » Admin experience  ·  Admin →
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    Chris supported this idea  · 

  19. Restrict changes to Queue SLA settings

    5 votes

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

  20. When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

    22 votes

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    Implemented  ·  6 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Chris supported this idea  · 
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