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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. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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  10. 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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  11. Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)

    4 votes

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  12. Hi team,
    I had requested to have a custome report for IB,OB call by one hour so RC support engineer created Template ID: 31153 for us.
    However, the date rage can be modified only up to 90 days.

    I'd like to request a feature that can let users to have more time period up to 365 days to get informative report.

    RC support case No. 24062052

    4 votes

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  13. Feature Request: Continuous Call Monitoring

    Description:

    Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.

    Key Components:

    Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.

    Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…

    9 votes

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  14. Many companies now offer Payment Processing as part of their services via Secured Payment Links. This will help current RC clients and provide RC for another stream of revenue. An integration would be acceptable as well.

    2 votes

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  15. Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.

    4 votes

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  16. When one clicks on the directory name – the list does not display. The user has to click into the search bar and hit enter to have the list displayed for that directory. Unlike in MAX where all are listed a directory is selected

    1 vote

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  17. We believe there is an opportunity to optimize the space utilized. Typically, we are accustomed to having a sidebar for Max Content, which updates dynamically when a call is initiated. This sidebar is approximately three-quarters the size of the current box we are using. See Screen shot VC Large Screen

    As we start adjusting the dimensions of this box, we realize that it limits the amount of visible information. For clarity, we are currently operating on three monitors, with one smaller monitor dedicated to RingCentral and Max Content. Personally, I would appreciate a layout that more closely resembles the current…

    1 vote

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  18. Currently when comparing Max with Cx Agent. No option to select a skill once a user hits Transfer- (In MAX, you can hit transfer and the skills options shows up). Agents are having to dial the full 10 digits of the skill they want to transfer too. This is causing a slowing down of productivity as Causing slowdown and its just not as easy as when in Max you just select the skill and transfer

    1 vote

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  19. Affected user is vision impaired, and therefore utilizes accessibility features to navigate their PC. They have no mouse and rely on keyboard commands and shortcuts to navigate. On the legacy supervisor view, agent was able to navigate with ease and make adjustments/supervise agents as needed. Ever since moving to the new supervisor view, the agent has been struggling to perform some aspects of their job. User can search and select users, but cannot adjust the proficiency of users with their set up. Also, they cannot select the elipses on an agent to live monitor them. There's a few other issues,…

    1 vote

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  20. Situation and issue currently being experienced is below. If can configure the system to re-check pending requests prior to new requests while also having a standard review of the pending list would minimize or eliminate this from happening.

    • Agent 1 had time off auto approved
    • Agent 2 requested time off for same day that is pending
    • Agent 1 cancelled time off that was approved
    • Agent 3 submitted time off for the same day that was auto-approved (leapfrogged Agent 2's request)

    1 vote

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