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1197 results found

  1. Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.

    2 votes

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  2. Agents in RCCC do not currently have a request assistance option for the agent to request supervisor support during an interaction. The request would be to build in a "Request Assistance" feature into the agent interface so the agent can initiate the request with messaging if assistance is needed from a supervisor. This should notify the supervisor that the agent is in need of assistance and allow the supervisor to communicate back to the agent and, if needed, join the conversation.

    10 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

    17 votes

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  4. There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.

    7 votes

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  5. 1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again

    35 votes

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  7. It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is associated with and have any comments that the agent submits carry through to the schedule if approved.

    4 votes

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  8. MAX can create custom phone directories today, but is missing some important features.End-users should be able to add their own custom phone directory, for their own contacts (An administrator can add these today and assign it directly to that agent, as a workaround)End-users should be able to favourite contacts and have a favourites tabPhone directories should be able to accept things other than phone numbers, such as extensions or skills (Example: Creating a custom directory that you apply to certain users, which only have skills within their department, since MAX shows ALL SKILLS when you click Skills or search by…

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  9. We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open hours. It is also beneficial from a higher level to know how much time is being allocated to various activity codes to know where you can draw from if needed.

    3 votes

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  10. It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the scheduling unit to try locating it.

    4 votes

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  11. In Workforce Management (WFM) - All unavailable or busy activity codes are orange. This results in one having to "hover" over an orange block in the schedule manager to have a popup display and identify the specific busy activity code for the agent. The capability exists in WEM Skills to assign multiple different colors for a skill. In WFM Activity Codes, it is requested that multiple colors can be assigned as well.

    3 votes

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  12. Ability for RingCentral WFM data to flow into CxOne Performance Management (InView) so create better dashboard and setup scheduled reporting for WFM data.

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  13. CXone currently has the ability to ingest an MSTeams stream as a channel directly into CXone. I suggest an integration into RingCentral messaging that will allow us to integrate RingCentral messaging as a direct channel in CXone so internal users and even external customers also using RingCentral can queue and communicate with agents in MAX/CXone as well as agents being able to initiate an outbound message to an Glip group, agent, or supervisor right from the CXone agent interface.

    8 votes

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  14. Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option…

    6 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Be able to setup approval rules for other activity codes other than out of office requests. That way we could automate approvals for activities such as overtime, trainings based on staffing levels.

    4 votes

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  16. When changing up skills for an agent on a temporary basis, it would be convenient to have a "select all" box at the top of the Active Skill column, rather than checking the box for every single skill. When needing to deactivate 30-40 skills, without removing them entirely, this is very time consuming!

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to click through and find which weekly rule a team member may be tied too.

    4 votes

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  18. Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are requesting prebuilt reports to be created, or to be able to be created as a custom report, to provide summarized and detailed data on adherence/schedules/forecasts/activity by agent and team.

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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