677 results found
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Report on Quick Reply Template Use
It would be very valuable intel to have the ability to report on the number of each specific Quick Reply email template is used to answer an inbound Email Contact
5 votes -
Reduce Pulse alert minimum time
Currently in Pulse, the minimum alert time is 30 seconds. This is ~6 rings.
If a customer is in queue past 3 rings, often they disconnect.
It would be great to have the option to choose shorter (5 seconds if possible).
Thanks!
4 votes -
Ability to make outbound calls whilst Agent is in Automatic Wrap-up
We have many Agents who want to be able to make an outbound call on NICE InContact whilst in ACW, without having to change their state manually and chance having another Inbound call come through.
7 votes -
RCCC Time off Always on Top
Any schedule with a Time Off/ OOO Activity should be placed on top. it is quicker to have it be seen by any scheduler/WFM RTA
2 votes -
RCCC Place Partial Time off in Time of Planning
Would be useful for WFM RTAs in setting up partial time offs more quickly rather than adding it manually
2 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 -
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 -
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 -
Push CNAM to Contact Center
When making a number a CCRN, be allowed to set CNAM based on existing sites on the UC side. Customers are always asking to be able to push a CNAM for CC outbound skills
4 votes -
WFM - Ability to select date range when generating forecast
It would be amazing to be able to be able to select a custom date range for the forecast time period and historical data time period instead of being forced to utilize the pre-defined duration periods.
4 votes -
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 -
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 -
Add platform logins to "login" metrics for Contact Center reports
I've found that the report metric as well as "Last Login" information on a user in Contact Center is only counting logging into MAX. While I can see the usefulness of that metric, we also would like to see login information for the users when they log in to the Nice/InContact platform as not all agents take calls in MAX, they could be looking at reports just on the platform, etc...
4 votes -
Allow customers to self-service set up CCRN's in Service Web
Some customers need to regularly make changes to how they are routing calls from RCO over to RC CC because they are regularly establishing new lines of business and closing old ones out. As a part of their changing business, they have a regular need to set up and tear down CCRNs. Currently, customers are not allowed to set up CCRNs on their own and Professional Services or Support must be engaged.
3 votes -
Add Ringer and Audio control settings for RingCentral Contact Center Voice Chrome Extension
Currently, the customer is complaining that the incoming ringer is too loud. They are using headset. We do not have options or settings in the RC CC Voice chrome extension to separate the ringer volume or settings. When they lessen the volume it also make the conversation difficult as it also lessen the volume of the conversation.The customer is requesting to have a separate audio or sound setting that will control the ringer only.
8 votes -
Allow customization of the DND menu prompt.
When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
1 vote -
Adding Personal Emergency Response Locations on User Settings Template
Please update User Settings Template and Personal Emergency Response Locations so we can set up bulk Personal ERL by using the template
1 vote -
Error message needs to inform error reason for cannot disable user
When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
1 vote -
Unified id for apps in contact center
Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent or a team in the contact center.
9 votes -
Audible "Upcoming Event" Notifications in MAX Agent
There are A/V notification settings for a new contact, agent message, etc. but there is no way to have an audio reminder of an upcoming event in WEM. This would be extremely beneficial to agents that could get distracted by another task and lose track of time. For example: As an agent, I would have to remember to toggle on my "Morning Break" or "Lunch" status every day at the right time. If I am working on another item on the side, I could miss my break and not realize it until 10 minutes after. If I had an audible…
1 vote
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