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RingCentral Contact Center

Showing 195

OSH Option to only allow 1 live contact method at a time

Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Quality Evaluation - ability to update / delete comments

When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Dra...
Kim Landry about 1 year ago in RingCentral Contact Center 0 Under review

Unified id for apps in contact center

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...
Eduardo Rivera 9 months ago in RingCentral Contact Center 0 Under review

Allow transferred emails to keep their place in queue

In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbo...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Make the minimum password length 12 or more characters

For increased security
Winston Cook 944C about 1 year ago in RingCentral Contact Center 0 Under review

CXOne - Life Cycle Management - Rules

Please increase the max cap on the following restrictions under Life Cycle Management. + Increase the rule limitations to be more than 10 + Increase the limitation of 10 skills max per rule + Increate the limitation of 15 teams max per rule We are...
Elizabeth Witte about 1 year ago in RingCentral Contact Center 0 Under review

Option to Turn Off History log in Max Agent/Salesforce NICE CXone Plug-in

Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability...
John Landi 10 months ago in RingCentral Contact Center 0 Under review

Granular Permission for Employee Unlock

Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
Pete Ingaunis over 1 year ago in RingCentral Contact Center 0 Under review

Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled

Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled. Please remove the Inbound Auto-Answer setting from Agent permissions, moving this setting to Admin Only. Currently agents can control and a...
Jeffrey Torrence 10 months ago in RingCentral Contact Center 0 Under review

Present most recent reply to email thread first

It's not uncommon for us to receive 5+ email replies to a single email thread. Sometimes this happens because multiple senders are sending a response and sometimes a customer might be circling back if they haven't received a reply from us in a qui...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review