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  1. Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    40 votes

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  2. When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
    If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
    The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
    Thank you

    51 votes

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  3. Bidirectional presence sync
    Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 24025423

    25 votes

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    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  4. In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.

    6 votes

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  5. Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.

    6 votes

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  6. We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

    2 votes

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  7. To have the ability to generate a report for "Today" and select a time range users desire.

    2 votes

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  8. Have the agent scripting used in the ringCX voice also be applicable or usable for digital interactions such as email chat sms etc.

    2 votes

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  9. Automatically disconnect the RC App from Max Agent when call ends.

    Completed calls in Max Agent when ended should also disconnect or end the RC App agent leg. Customer states that when calls are done in Max, users forget the they still have to end the connection in the RC App. If RC App is left alone and a user gets another call, next call will be auto answered.

    2 votes

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  10. Currently an agent only gets one alert when a chat come in. There should be a series of alerts when a chat comes in similar t a phone call. Provide a list of tones that ring until the user is timed out. One alert increases the number of agent refusals.

    2 votes

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    • Instead of the customer pressing a key to listen to a pre-recorded message, they would receive a website link via text message, allowing them to read more and watch a helpful video.

    • Ability to provide customers with more information about the specific issue they are calling about.

    • Simply pressing a key would send a specific link to the caller's phone number.

    2 votes

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  11. Details of the enhancement: Customer wants to download all call recordings on Interactions or Contact History in bulk (or all at once)

    What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Supervisor; Admin

    What problem are you trying to solve or what problems does the current functionality cause? The customer strongly requested that there is a way of downloading the contact history recordings instead of one by one.

    What steps did you take to get there?

    1. Log in to CC BU

    2. Go to Reporting > Prebuilt report

    3. Go to Contact History Report

    2 votes

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  12. Details of the enhancement: For monitoring option menu to be shown to keyboard-only users when enter or spacebar is pressed while the three dots are highlighted

    What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Users who are blind rely on screen readers and when he tries to go to ACD> Supervisor> Live monitoring>Agents Tab> select the agent and click on the three dots (by pressing space or enter) so monitor option would show, it does not show.

    What problem are you trying to solve or what problems does the current functionality…

    2 votes

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  13. To help Agents when locating calls on MyZone, it would be useful to have additional columns inclding DNIS, ANI and Contact ID, rather just searching on date/time. Segment ID means nothing to the Agent

    4 votes

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  14. Customer wants to have a more detailed SMS Transcript Report that shows Employee ID, First Name and Last Name so that it will be easier for them to look for contacts that replied to their SMS.

    6 votes

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  15. Would like to restrict BU access for reporting inside contact center. Right now, the current state is: you either have full access to the data in reports or you don't. Customers would like to be able to alter these permissions somehow by role or by Business Unit itself. Need a way for admins to have more flexibility with reporting access all around. Please look into this further for development.

    1 vote

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  16. Customer would like for agents to be able to alter in and out of their Bi-Directional Sync state. This is currently hard-coded as an agent state, but there's no flexibility into the ability of altering this state. Customer would like the ability to be able to manually change this state on the fly at the user level, or perhaps have the ability to edit for certain users.

    1 vote

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  17. customer would like to access Contact center voicemail through a phone.
    would like to be able to access voicemail if users don't have access to their computers.
    would like to be able to dial via any phone to listen to their Contact Center Voicemail

    5 votes

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  18. The customer would like to have an option for an Internal Calls Only User(without Domestic Call) to be able to receive calls from their Contact Center account.

    5 votes

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  19. Caller ID Name For NICE Contact Center

    With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
    Yes clients can dip into CRM or Build a Address Book to dip into…

    8 votes

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