713 results found
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Add Glip / MVP messaging as a native channel in CXone
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 -
Central Dashboard to allow all employees to view
I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…
4 votes -
Bulk Upload / Template in uploading or updating Company Emergency Response Locations (All Sites/ per sites)
Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)
5 votes -
Scheduling tool similar to calenderly or mixmax
I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.
3 votes -
Schedule Prebuilt Reports, and add their data field to "Data Downloads"
Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.
5 votes -
Option in Agent Interface to request supervisor assistance
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 -
streamline onboarding and activating/deactivating users
On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.
1 vote -
Allow RingCentral App to Place Max Agent Calls on Hold
The RingCentral Phone app could place a call taken by the Max Agent on Hold. This feature does not exist with the RingCentral App. The agent must place the call on Hold via the Max Agent. This poses a certain amount of risk if your agent doesn't understand this limitation.
4 votes -
Allow agents to place outbound calls in maxagent while on wrap up status
users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
5 votes -
Streamline Live Monitoring Process and Functionality
The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to…
4 votes -
Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
7 votes -
Ability to select multiple agents in Time Off Management
It would be much faster to be able to add multiple agents for Time Off Management.
1 vote -
2 votes
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Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavil...
...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
7 votes -
We need a contact center admin app for mobile devices
if you are an admin of the contact center, you should be able to login and view the dashboards etc.
4 votes -
I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.
Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
5 votes -
InContact: Copy Holiday Tables
It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.
7 votes -
Add a field to MaxAgent to paste a phone number to launch a call quickly
We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.
1 vote -
Max Agent Logout confirmation toggle so you can disable it.
We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.
1 vote -
Quality Planner - Attach Customer Phone Number when account populates under tasks
Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.
1 vote
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