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1487 results found

  1. 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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  2. 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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  3. 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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  4. 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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  5. 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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  6. 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

    41 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  7. 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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  8. 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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  9. 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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  10. Audit Trail Report on Manage admins website

    I want to know what my admins do inside the https://portal.vacd.biz/manage site.Monitoring calls, running reports, pausing leads. Listing their name, date of action, type of action. They have access to a lot of information in the manage portal so we need to know what they were looking at and when. This should be a real detailed report available to see.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Salesforce Adapter does not allow the removal of Mask

    The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.

    2 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  12. Salesforce Adapter needs integrated softphone option

    Salesforce Adapter needs to support the integrated softphone option the way CMax client does.

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  13. Salesforce Adapter shows inactive agents in search

    Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  14. Salesforce Adapter needs seach to be case insensitive

    Corporate Directory search in the Salesforce Adapter is case sensitive. It needs to be insensitive to match Cmax client.

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  15. Add avatar support at the agent level

    Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  16. do away with Max Agent entirely

    do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.

    30 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  17. Max Agent Click to Dial, from Browser/desktop

    A simple but very useful feature to have.

    5 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  18. Dashboard availability without logging on

    Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it will be sales supervisors doing the dashboards, they do not have access to server room so we will have to reconfigure to allow access to that machine. either embedded encryptes credentials in URL or a sharable link would be viable solutions

    7 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  19. Ability for agent to place conference call on hold

    For the Max Agent, when an agent creates a conference call, they need the ability to place the call on hold. Currently when the agent is in a conference call, the hold button is greyed out. The agent typically has the customer on the line and then has to set up a conference call to bring in an interpreter and other parties to complete the customer request. When doing this they need the ability to place the conference call on hold.

    6 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
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  20. Trends in Subscription Reports

    Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.

    4 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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