391 results found
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The ability to edit evaluations sent to agents before they are acknowledge/challenged.
Reduce the trunaround time on when the task is completed.
4 votes -
When evaluating, to have the ability to edit comments, once saved.
Allows evaluators to be more efficient when needing to make an update.
5 votes -
WFM Pro - Ability to export WEM Skills
Would like to have the ability to export the employees assigned to WEM skills to understand how many are assigned to a WEM skill or who may be missing that assignment easier.
3 votes -
Under My zone, have the ability to view evaluations by evaluator under the performance monitoring tab.
More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.
2 votes -
Add "Available" in the Unavailable Code Filter of the Agent State Dashboard Widget
The Dashboard has an ACD, "Agent State" widget, where one can filter out the various Unavailable States. However, it is not possible to filter out the "Available" state, meaning you cannot use this widget to only focus on certain Unavailable Codes (since all Available agents will always be present).
2 votes -
Header Field Request - Add Customer Phone Number (ANI)
Please add a new header field called Customer Phone Number .
2 votes -
MAX Agent Emails - Increase File Attachment Size
We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
6 votes -
CXone start-times enabled to 5 minutes - Admin SU - WFM Daily Rules
Currently, operational hrs in Admin | Scheduling Unit allows only to 15 min mark; same for WFM | Daily Rules shift start & activity relative start. A 5-minute opening activity is needed to get agents up-and-running to where they can start to take the queue calls - this time needs to be scheduled so that it's HR compliant for payroll purposes - hourly employee. In Daily Rules shift start & activity start time, enabling to 5 minute mark allows to pre-schedule this and save alot of manual work-around. Example- 755a for 5 mins so agent is available for calls 8a…
2 votes -
WFI Rules: Apply multiple conditions to skill based rules
We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the type of condition we'd like to create for a skill based rule to show the complexity of our request:If there are fewer than 5 emails in the SupportEMLWorld skill, and more than 100 emails in the SupportEMLGeneral skill, and the oldest SupportEMLWorld email is less that 24…
9 votes -
Dispositions in Max Agent - Ability to create sub dispositions
We are looking for the ability to create sub dispositions under a disposition. This would give us the ablity to match up from Max Agent to Zoho CRM which we are moving too.
3 votes -
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.
14 votes -
incoming calls sent directly to voicemail
Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inbound direct call would go straight to voicemail as the agent is not going to end the current call that he/she is on.
4 votes -
ability to lock incoming call pop-up window in a specific location on a specific monitor
We just went live on RC. For the most part, it is a great improvement from the system that we had prior. Each Customer Care agent has 2-3 monitors. The incoming pop-up window appears on which ever monitor they are currently working on. Ideally, they could pick a monitor and location (lower right corner) for the incoming pop-up window. This ability would eliminate the need for the agent to continually drag the window to the desired monitor.
7 votes -
Have OSH Omnichannel Settings trump ACD skill assignments
We would like for OSH Omnichannel settings to be honored over skill assignments.
We've learned that when someone has omnichannel enabled, with chat or voice set to OFF, they can still receive a transferred chat or phone call. We've been told this is intended functionality.
Due to us considering phone and chat to be both considered live pieces of work, we have half of our team set up to take voice and half set to take chat but all skills assigned for when we need to adjust their OSH on the fly to grab a call or chat that's holding.
…
7 votes -
Selecting multiple skills all at once from Supervisor Dashboard
The customer would like to be able to remove multiple skills at one time from Agents in the Supervisor console. Currently, admins are limited to selecting one skill at at time in the console and that is time consuming.
1 vote -
Assign phone numbers to CCRN in MVP Admin
Hertz would like the capability to assign phone numbers to CCRNs so that they don't have to request this from RingCentral
10 votes -
Real time call monitoring in studio
Real time call monitoring in studio so they can see where traffic is flowing real time for troubleshooting purposes
2 votes -
Better Audio Management in Studion
Having to create folders in central and then upload through studio causes some challenges - it would be nice to manage in just one spot.
1 vote -
Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!
All available ringtones are annoying. Everyone would love their personal flair.
1 vote -
Be able to choose if business name or person name shows in contact list.
Some of my contractors, I would like their business name to show not the contact person at that business.
1 vote
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