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1385 results found

  1. Enhance the Lead Load Report

    I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?

    13 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Give customers option to only have SLA calculate during business hours

    Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.

    7 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  3. create a link with equisoft crm

    similar to salesfore app you have

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. Prevent Last Agent Logout when Queue is Active 'Option"

    The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  5. RingCX Agents using MVP

    Add RCX Agent integration with MVP on the backend. The Video could be launched from Chat or its own Web link. It would be helpful for the Customer to be able to toggle video on or off while the agent is live to the Customer.

    7 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Customer Journey Cradle-to-Grave Report

    The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.

    15 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  7. 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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  8. 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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  9. 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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  10. 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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  11. 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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  12. 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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  13. 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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  14. 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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  15. 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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  16. 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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  17. 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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  18. 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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  19. 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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  20. 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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