388 results found
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Change agent state through Max Supervisor
When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa
103 votes -
Contact Center Agent Calls Ringing Cell Phone App
When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…
47 votes -
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
35 votes -
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 -
OSH Option to only allow 1 live contact method at a time
Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
23 votes -
Show Original callers number when Transferring calls to Contact Centre
Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in
21 votes -
Reporting for Contact Center Numbers in RCO
ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
19 votes -
Increase the time on server for Automatic Call Recording (Data Retention Policy) for 180 days
The customer will benefit from this, considering that account of the customers have lots of recording that they haven't listen yet and it will give ample time to listen to it.
18 votes -
Allow transferred emails to keep their place in queue
In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbox. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone transfers an email, it could cause serious delays in the customer receiving a response. This is most common when we receive emails in our general support inbox that should have been sent to…
16 votes -
Quality Evaluation - ability to update / delete comments
When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Draft, you are not longer able to overwrite the comment either.
16 votes -
Add ability to pull call waiting in queue
Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…
16 votes -
QM – Evaluation Notifications – More Than One User
When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.
15 votes -
Auto detect calling number
When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.
15 votes -
CC - prebuilt report - ability to resize columns
several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.
14 votes -
WFM Pro - Able to sort the schedule by agent/start time
When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
14 votes -
Granular Permission for Employee Unlock
Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
14 votes -
Make the minimum password length 12 or more characters please
For increased security
13 votes -
Disable/Enable 2 Factor Authentication on certain users
It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
13 votes -
Reputation Management support for phone numbers being flagged as Spam.
Customer is seeking assistance with Reputation Management or a referral to a Reputation Management Vendor to help whitelist and proactively protect the customer's phone numbers from being flagged as Spam. The issue of numbers being flagged as Spam continues to grow industry wide. This relates to both RC Phone/MVP and RC Contact Center phone numbers used for outbound dialing.
13 votes -
Disable Ability for Users to Connect to a Google Account.
Honor Credit Union does not want their employees to connect their MVP or CC users to their Google accounts.
12 votes
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