187 results found
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Record calls transferred from Contact Center to RingEX
Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa
2 votes -
Reinstatement Of Previous QM Forms Scoring in Contact Center
Details of the enhancement:
We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
CX One QM - Can you have more than 100 points possible on an evaluation formSpecifically, we are referring to the ability to:
Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.
Critical Sections: The ability…
2 votes -
Remove Agent Leg B RingCentral App Recording Button
Remove the button for recording on RingCentral app if it is used as Agent Leg B as it confuses the customer whether their calls are recorded or not; needs to be recorded, etc.
1 vote -
Monitor A Call For Contact Center Users Using RingCentral App
Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.
1 vote -
Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg
Hi Product Team/Development Team,
I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.
Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.
Proposed Enhancement:
We are requesting support for Agent/AI…
3 votes -
A report that will show Quick Responses and the assigned channel
A report that can be pulled showing all quick responses and their assigned channel within digital.
1 vote -
Updating Holiday Hours
Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.
We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…
1 vote -
Agent Facing Quality Averages/ Date Filter
The same view that a Quality Manager has of an agents quality performance (quality averages and date range/ filter) should be available as an agent facing enhancement in an agents MyZone.
1 vote -
Bulk deletion of voicemails in the queue for Max Agent users.
Currently, users are required to go on available to listen and delete voicemails one by one, which is time-consuming and inefficient, especially when dealing with a large number of voicemails in the queue. A bulk delete option would allow users to select and delete multiple voicemails at once, significantly improving the process and enhancing productivity.
We believe that this feature would greatly benefit users who regularly manage a high volume of voicemails, helping to improve overall efficiency and user satisfaction.
2 votes -
Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).
Request:
The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.Scenario:
An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.20 votes -
CXone Agent - Ability to view 'Coming Up' schedule events
Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown.…
2 votes -
Remotely change Hours of Operation Branch Override in Nice InContact
In an emergency (i.e. fire alarm requiring a site evacuation) it would be useful to be able to set the Nice InContact Hours of Operation Emergency Branch Override remotely. That way Contact Center calls could be routed elsewhere during the emergency.
Even if it's a script created in a Studio that could be triggered by calling a number ?1 vote -
Creating Cases in RC that will go Directly to Incontact
Customers to have the option to create a case on RingCentral that will go directly to NICE Incontact side.
1 vote -
Allow for contacts to be sorted and displayed by last name
Allow for contacts to be displayed and sorted by last name
1 vote -
Deleting Active Contacts In Bulk
Admninistrators need a bulk delete function to efficiently remove multiple active or stuck contacts in Contact Center. Currently, they must delete each contact individually which is time-consuming and inefficient, especially when managining dozens or hundres of contacts.
3 votes -
Real-Time Queue Status Visibility for Agents
Description:
Feature Request: Enable agents to view the real-time status of other agents in the queue.
Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.
Details:
Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
Use Case: In a small office…20 votes -
Max Agent Pop-up Alerts for Agents
Administrators would like the capability to configure a pop-up notification within Max Agent to alert agents prior to the maximum timeout of their skill, which automatically logs them out of the system. This notification should be customizable, allowing for different pre-timeout messages that align with specific business requirements for various skills. The warning should be designed to be non-intrusive yet attention-grabbing, featuring a centered pop-up with an optional sound notification. Additionally, the pop-up could incorporate a countdown timer and a button to extend the session timer, enabling agents to remain logged in.
2 votes -
Allow agent status to be managed at contact centre level and not account level
We currently have a number of separate contact centres but if we make changes to agent status it effects all agents across all contact centres. As our CC's operate differently it would be better to be able to manage agent status at CC level and not account level.
1 vote -
Contact Center Quality Plans Reoccurring Date Range Options
In the Contact Centers Quality Management - Quality Plans tab when creating a recurring plan we should be able to select a date range to account for fiscal calendars.
Currently our company can not use the recurring option since it does not allow us to select the dates for our fiscal calendar making this feature ineffective.1 vote -
RCX Priority Q Event, Transfer Call to REX BTN+EXT
Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.
This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.
It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets…
1 vote
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