674 results found
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Download Calls - Performance Reports on PDF format
User ID: 2255562005
Company Name: LA Financial Credit UnionThis business is requesting to have an option to download reports on PDF format1 vote -
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 -
Make outbound calls while on an email contact
Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark email contact, (5) complete the email email contact, (6) go back to Available.It would be nice to be able to place the outbound call while still active on the email contact.
1 vote -
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 -
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 -
To add more than (3) callers in conference call
In existing RC ( MAX agent ) call-flow design, conference room can be connected up to total (3) parties including a host. Request is to add more than three caller’s in conference room and ability to put callers on “HOLD” during the live conference room along with an option to “JOIN” them back in the call.
4 votes -
QM - Allow the ability to determine who receives an agent's "Request Further Review" rather than all "challenges" assign to one person
Currently, QM "Request Further Review" set up only allows for 1 person to be designated to receive these "challenges" and the only choices are either the original evaluator or one other person (in our case the QM manager) to receive all the requests. The request is to allow multiple tiers to review the "challenges". The initial request should be directed to the agent's immediate supervisor. In some instances the supervisor may want to escalate the challenge to the request for review to the QM Manager.
5 votes -
Add/remove agents from Teams (Permissions)
It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record.Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and user's access to these must be restricted as it potentially impact log in processes and other security aspects.Moving employees between Teams must be possible WITHOUT edit permissions on the employee details.
9 votes -
send pop ups to members of a queue when a call is waiting to be answered
If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.
8 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 -
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 inbox. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone transfers an email, it could cause serious delays in the customer receiving a response. This is most common when we receive emails in our general support inbox that should have been sent to…
16 votes -
WFM- allow more than 4 color options for activities
The current system, which has only 4 color options, makes schedules visually confusing for agents who are assigned multiple activities as part of their shift, as the segments are all the same color.. It would be preferable to allow a full color palette and allow admins to select unique colors for different activities. This would allow both the agents and management to see at a glance what agents are scheduled to be doing during different times.
9 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 -
WFM Pro - Able to sort the schedule by agent/start time
When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
17 votes -
Auto text to customers when call is unanswered
It would be great if customers would receive an auto text if their calls to us go unanswered
7 votes -
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 -
Adding 'Favourites' to Custom Reports in NICE InContact
As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a User could 'favourite' a particular report, so they can find a report faster.
4 votes -
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 quick enough time frame.
The issue with the way that emails route is that those replies are further back in the queue, so when we are several days behind on emails we see the initial email from the customer when there are 5+ email replies already sent and sitting out in the queue waiting for their turn…
14 votes -
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 -
Add Ability to Block Phone Number as Admin Instead of in Studio Script
As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. if the caller is abusive). Right now the simple task of blocking a phone number requires technical expertise to access and edit live production scripts in studio. This is not an acceptable solution for organizations where customer service managers need to act quickly on behalf of their team. It would be a huge improvement to create…
4 votes
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