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1359 results found

  1. Modification to UI in User Hub

    For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…

    7 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  2. Add the date into the Chat streams in Agent view. Currently it only displays time.

    In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Bring Back Ability to Enter Special Characters in From Field of Email Templates

    After moving from the https://portal.virtualacd.biz/legacyagent/#/login URL to the new https://engage.ringcentral.com URL, our agents can no longer send email templates that have special characters in the from field (the send email button is grayed out until the special characters are removed). This was a useful feature because it allowed us to give email addresses labels, which has been requested from clients in the past when sending out emails for outbound campaigns. Here's the formatting we want to be able to use on the new platform: 'Email Label'exampleemailaddress@exampledomain.com. This way, when the customer receives the email, they will see a…

    3 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Option to encrypt call recording on delivery

    Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.

    4 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Ability for Supervisors to see info about email while it's queuing

    The request is for a Dashboard / Reporting improvement to enable Supervisors to see the sender & subject of an email whilst it is queuing.

    2 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  6. Allow adjustments to a Local Connect Bucket

    Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…

    11 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  7. to have a +1 option for caller ID number

    Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. Add Contact ID to the Audit Activity Report

    This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.

    10 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. Capability to Pull Agent Call Logs via the integrated EngageVoice SalesForce App

    Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated with SalesForce so we can troubleshoot issues that our agents are experiencing and diagnose what is happening in our implementation.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Callback feature: add the ability for caller to record their name/message for support call back feature

    When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?

    14 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  11. Dashboard - Add Status Thresholds for State

    New Dashboards are missing option to add thresholds, this was available previously. https://help.incontact.com/Summer20/EN/Content/Reporting/Dashboards/Widgets/AgentListWidget.htmIf you have customized your Unavailable State thresholds, and a contact center agent exceeds that threshold, then the Time field for that agent in the Agent List widget appear in red.In this case, User Bravo was within the threshold for the Break unavailability state in the top image, but in the bottom image this agent has gone outside of the threshold by being unavailable for over an hour.See attachment

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Quick Reply Utilization Report

    Some of our BPO customers service multiple contracts. There is significant interest in chat & email channels, especially around quick replies as a way to provide consistent messaging & a reduction in agent effort. This feature request is to ask for RCCC reporting to include reports that deliver insight into:
    How many times a quick reply has been used
    How frequently a quick reply is used
    Number of quick replies used per interaction
    For chat, how many replies are QR vs agent typed (to understand where more could be utilized)
    QR use per agent
    QR use per disposition

    2 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)

    Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.

    19 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. Alternative SMTP Authentication

    Basic Auth for SMTP Relay Authentication will be retired by Microsoft in the near future. (https://docs.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#option-3-configure-a-connector-to-send-mail-using-microsoft-365-or-office-365-smtp-relay)RingCentral Contact Centre needs to provide an alternative authentication method to allow migration away from basic auth.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. Remember Me is missing - Add remember username back to sign in

    https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  16. Add whisper before connecting from IVR node

    This user pretty much laid it out https://community.ringcentral.com/questions/98562/whisper-in-ivrcould-i-set-up-a-whisper-in-the-ivr.htmlWanted to make sure it was entered as an idea.Our aim is to provide the best possible service, so knowing the context of the call before answering is very important.Add a phrase to every end node of an IVR tree or concatenate phrases at each node as the user traversed the tree.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Extend Expiration Date of Activation Email

    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

    38 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  18. Add the ability for multiple extension to listen to the same call simultaniously

    Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Add an option to make Activity Codes invisible to agents.

    We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. AI/NLU for Voice Bots (IVR)

    AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.

    11 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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