1197 results found
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Vacation accrual calculation to be based on paid hours
In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.
6 votes -
Alarm System with Cloud Phone Line_ BT Account
Need to connect an Alarm System to the BT Cloud phone account
1 vote -
On Hook Mode WITH "hot" connection always on
On Hook Mode WITH "hot" connection always on.
Since many RCX clients having agents working from home, firewall providers restricting data packets and in general poor carrier networks we need an "always on connection" for agents in On Hook mode.
Currently:
If you have Auto Answer on you can have a constant connection with only the initial validation call "get ready to take calls" negotiating the connection via the firewall. So the agents network and firewall usage have minimal impacts if any. Every client we have with auto connection and the constant connection have no call issues (unless carrier related).…5 votes -
Directory Button
Directory tab to easily see other agent status and how many agents are available to take a call in a queue even before hitting transfer button so we can set proper expectations to customer.
1 vote -
Revamp RingCX Business Hours Override
Currently, the interface for the Business Hours Override settings can be super confusing to set up, and it's unclear to users how the settings will function once enabled.
Instead of defining times for the override to not kick in, the interface should have you specify the times it should actually kick in. Also, the override shouldn't knock out the business hours for the whole day but only apply to the specified timeframe in the configuration.
2 votes -
Feature Request: Language Selection for Play Hold Time Announcer in RingCX
Feature Request: Language Selection for Play Hold Time Announcer in RingCX
Context: When configuring inbound queue events in RingCX, we would like the "Play Hold Time" feature to announce the estimated hold time for the caller in Spanish.
Current Behavior: Currently, the "Play Hold Time" feature announces the hold time in English by default.
Expected Behavior: We would like the ability to select the language of the announcer. Specifically, we need the option to set the announcer's language to Spanish to better serve Spanish-speaking customers.
Support Reference: For more details on configuring inbound queue events, you can refer to the…
4 votes -
Hold time
When you place a client on hold we need an option to see the time that we have on hold.
2 votes -
ringcx analytics restrict
Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.
This is an issue as Admins should not be able to see other departments data via report.
5 votes -
Transferring RingCX call via User Ext. Deskphone
The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.
4 votes -
Dashboard Visibility for Administrators
For Admin users on NICE In Contact, it would be helpful to be able to have an option on a security role to automatically share all dashboards. I believe this could be done on the old style dashboards, but on the new version, these have to be manually shared with a user, which makes supporting faults with them more complex
3 votes -
Download Call Recordings in Bulk In Contact Center
Details of the enhancement: Customer wants to download all call recordings on Interactions or Contact History in bulk (or all at once)
What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Supervisor; Admin
What problem are you trying to solve or what problems does the current functionality cause? The customer strongly requested that there is a way of downloading the contact history recordings instead of one by one.
What steps did you take to get there?
Log in to CC BU
Go to Reporting > Prebuilt report
Go to Contact History Report
…
2 votes -
Custom callback prompts
We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.
5 votes -
Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
7 votes -
Support Arc Browser
Support Arc Browser when trying to submit RingCentral Ticket
1 vote -
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
3 votes -
Add And Improve Icon Labels in CXone
Details of the enhancement: For monitoring option menu to be shown to keyboard-only users when enter or spacebar is pressed while the three dots are highlighted
What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Users who are blind rely on screen readers and when he tries to go to ACD> Supervisor> Live monitoring>Agents Tab> select the agent and click on the three dots (by pressing space or enter) so monitor option would show, it does not show.
What problem are you trying to solve or what problems does the current functionality…
2 votes -
custom reports in engage digital
Ability to create custom reports to recreate certain reports with added data
1 vote -
CxOne Agent -Directory list not automatically displaying
When one clicks on the directory name – the list does not display. The user has to click into the search bar and hit enter to have the list displayed for that directory. Unlike in MAX where all are listed a directory is selected
1 vote -
Screen size CxOne takes up the entire screen
We believe there is an opportunity to optimize the space utilized. Typically, we are accustomed to having a sidebar for Max Content, which updates dynamically when a call is initiated. This sidebar is approximately three-quarters the size of the current box we are using. See Screen shot VC Large Screen
As we start adjusting the dimensions of this box, we realize that it limits the amount of visible information. For clarity, we are currently operating on three monitors, with one smaller monitor dedicated to RingCentral and Max Content. Personally, I would appreciate a layout that more closely resembles the current…
1 vote -
CxOne Agent need list of skills to transfer
Currently when comparing Max with Cx Agent. No option to select a skill once a user hits Transfer- (In MAX, you can hit transfer and the skills options shows up). Agents are having to dial the full 10 digits of the skill they want to transfer too. This is causing a slowing down of productivity as Causing slowdown and its just not as easy as when in Max you just select the skill and transfer
1 vote
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