674 results found
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Feature Request: Continuous Call Monitoring
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…
12 votes -
Add And Improve Icon Labels in CXone
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 -
WFM: Ability to auto-review pending time off requests.
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)2 votes -
Add DNIS/ANI or Contact ID to MyZone Logs
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 -
IVR Transfer for Full Call Queues
a feature that transfers incoming calls to an Interactive IVR menu only when the call queue is full and no agents are available to answer. Currently, the only option is to transfer the call to voicemail if no one picks up.
This new feature would allow callers to choose how they would like to proceed, such as leaving a message or requesting a callback.
2 votes -
Automatic Name Retention for Numbers Converted to Contact Center
Automatic Name Retention for Numbers Converted to Contact Center
Problem:
Currently, when a phone number's type is changed from "Extension" to "Contact Center" in the RingCentral Admin Portal > Phone System > Phone Numbers > All Numbers, the associated name is deleted. This creates a management issue for accounts with a large number of Contact Center numbers, as the previously assigned names are lost.
Impact:
Difficulty identifying specific numbers within the RingCentral Admin Portal.
Increased time and effort required to manage caller ID assignments in external systems like Incontac MAX.
Proposed Solution:
Implement a feature that automatically retains the existing…
7 votes -
call back function in call queues for long waiting callers
we as Vodafone ringcentral users are missing "call me back function " to allow customers calling our Technical call center to decide after waiting period to request a call back by a simple prompt. If the customer has no number published an information to the customer that he has to provide the phonenumber by voicemail would be great. At the moment we have to see if a workaround could be used but that is not convenient for a modern call center application
3 votes -
WFM - ability to schedule holidays in hours and not days.
WFM - ability to schedule holidays in hours and not days. We have Agents who work a variety of hours and shifts and the holiday scheduler is of no use if we cannot schedule holidays in hours.
We decided to use another holiday tool for Agents to request holidays and they have to be manually marked in the schedule as holiday activity because the inability to request holidays in hours meant WFM was not usable for this activity.
2 votes -
Requeuing agents
When an agent is logged in and moved to another queue they should not have to log out and back in for supervisor to see the agent in the other queue.
1 vote -
Assigning an administrator for Cost Centers
As per article https://support.ringcentral.com/article-v2/8211.html?brand=RC_US&product=RingEX&language=en_US, "Admins can create a hierarchical structure of billing codes that reflect their organization by department or location and RingCentral account, and allocate incurred expenses to better understand and assign costs."
The only workaround is to set a role that has access to the Billing tab and Cost Center. We don't have an option yet for assigning an administrator to a specific cost center.
3 votes -
More Detailed SMS Transcipts Report
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 -
Pre-assigned Secure Code
User wants to have a pre-assigned secure code for each of their users when they contact the RC support so they don't have to continuously need to receive a secure code via email.
2 votes -
Salesforce Integration: Call Result Field Porting
It would be awesome to port the Call Result field to Salesforce so we can AUTOMATICALLY categorize the types of calls we are handling instead of just the amount alone. The ported disposition field is not sufficient as we do not use it.
2 votes -
Allow the ability to view calls waiting in call queue outside of Contact Center
Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.
Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.
2 votes -
Internal Call Only for Contact Center
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 -
Caller ID Name For NICE Contact Center
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 -
Shared Contacts
Shared Company Contacts should be easier to integrate and manage. The CSF management is too cumbersome. Requiring the country code in the phone number is a non-starter for us.
Would like to see an API and Zapier to External Shared Contact management/syncing.4 votes -
self evaluation
I would recommend a setting that would allow collaborative and self-evaluations by the employee without providing access to interactions by other employees. This limitation prevents some customers from using these great features.
1 vote -
agent name to show up if an internal max agent user called in.
- A max agent user will call a RingEx extension directly
- The max agent user name should show up as caller id in the Ringex end
1 vote -
Audit Appeals
Enable a feature that would allow a new designated individual to pull an appeal that is pending in someone else's tasks to be completed. This will help if an individual responsible for appeals has left the organization, is out on PTO or on an extended leave and an appeal in their inbox needs addressed.
1 vote
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