397 results found
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RCCC Time off Always on Top
Any schedule with a Time Off/ OOO Activity should be placed on top. it is quicker to have it be seen by any scheduler/WFM RTA
2 votes -
RCCC Place Partial Time off in Time of Planning
Would be useful for WFM RTAs in setting up partial time offs more quickly rather than adding it manually
2 votes -
RingCentral App Compatibility with Paralells Virtual Desktop
We have large customer Hertz who is using Parlells VDI in a BPO network in Malta and RC is not compatible. The obvious ask is can we integrate with this VDI version?
1 vote -
Kudos call
The Kudos calls. It would be nice to have a system automatically submit a kudos call without the customer asking to speak to a supervisor because there are times the customer is giving you a 100% compliment about the service we are providing them but because we are customer service for a loan company they don't ask for a supervisor ..most of the times that a customer asks for a supervisor is when they are mad at the company because they feel like the customer service agent don't want to help them with what they are calling about. An automated…
1 vote -
Callback for missed calls
Taylor from Las Virgenes Municipal Water District is requesting to have the phone system call the extension or the phone number assigned to an extension for any missed calls that they will get aside from getting email and SMS notifications
1 vote -
Push CNAM to Contact Center
When making a number a CCRN, be allowed to set CNAM based on existing sites on the UC side. Customers are always asking to be able to push a CNAM for CC outbound skills
1 vote -
WFM - Ability to select date range when generating forecast
It would be amazing to be able to be able to select a custom date range for the forecast time period and historical data time period instead of being forced to utilize the pre-defined duration periods.
4 votes -
Set Max Agent to DND for calls created in MVP
Currently, when making a call in the NICE MAX agent it will set the RC App to DND. We would like to get this feature in reverse as well. So when a call is initated through the RC App (MVP) it will also set the MAX agent to DND
2 votes -
Copy Contact Center Holidays
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
2 votes -
Add platform logins to "login" metrics for Contact Center reports
I've found that the report metric as well as "Last Login" information on a user in Contact Center is only counting logging into MAX. While I can see the usefulness of that metric, we also would like to see login information for the users when they log in to the Nice/InContact platform as not all agents take calls in MAX, they could be looking at reports just on the platform, etc...
4 votes -
Add Ringer and Audio control settings for RingCentral Contact Center Voice Chrome Extension
Currently, the customer is complaining that the incoming ringer is too loud. They are using headset. We do not have options or settings in the RC CC Voice chrome extension to separate the ringer volume or settings. When they lessen the volume it also make the conversation difficult as it also lessen the volume of the conversation.The customer is requesting to have a separate audio or sound setting that will control the ringer only.
5 votes -
Allow customization of the DND menu prompt.
When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
1 vote -
Adding Personal Emergency Response Locations on User Settings Template
Please update User Settings Template and Personal Emergency Response Locations so we can set up bulk Personal ERL by using the template
1 vote -
Error message needs to inform error reason for cannot disable user
When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
1 vote -
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 or a team in the contact center.
9 votes -
Contact Center - No Hold Music when truly "on hold"
When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller, the ability to hear music or messaging while "on hold" disappears. The same is true for each part of our IVR within the contact center.
3 votes -
Contact Center - Disposition and Tags for second assignment / resolution in call
Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are occupied from the first instance of service.
3 votes -
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 adjust this setting at any time wither intentional or accidental impacting service levels for ALL skills/LOB's.
7 votes -
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 to transfer a caller to another user who called in previously. Furthermore, if you glance over the HISTORY, which is displayed in small gray text, you will notice that the skill name is bolded within the block of information. This has caused confusion among some of our users over…
8 votes -
Store CNAM of incoming ANI in variable - Contact Centre
When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured.I would like to see CNAM be captured in a Studio variable so that it can be used or passed to the agent accepting the call.
1 vote
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