258 results found
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Pre-assigned Secure Code
User wants to have a pre-assigned secure code for each of their users when they contact the RC support so they don't have to continuously need to receive a secure code via email.
1 vote -
Answer mangement
Customer would like ability for agents to remain offhook but still be presented pop up for "answer/decline" call on inbound calls. There appears to be no current way to configure this scenario.
1 vote -
TTA acceptance time
Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.
1 vote -
Allow the ability to view calls waiting in call queue outside of Contact Center
Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.
Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.
1 vote -
inactivate worklfow
Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.
Customer is seeking the ability to deactivate workflows/IVRs themselves.
1 vote -
Inbox export and bulk upload of keywords in Intent
We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.
Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.
Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…
1 vote -
CC - NETWORK ASSESSMENT Test Portal
Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
Talkdesk example. - https://networktest.talkdesk.com/?lang=en1 vote -
Allow Queue Transfers to Queues Outside of Current Queue Group
Currently, if an agent receives a misrouted call they can only transfers to queues that are in the same queue group. Using queue groups are very helpful with identifying areas of the business but there should be a setting which permits transfers to other groups. In our use cases we have hundreds of skills that we want to separate into groups however we occasionally have to transfer to them.
1 vote -
Manual Outbound Only Queues
When only using manual outbound you must select what queue to dial out of, if you are part of many inbound queues you can dial through those but it can be tedious to scroll through and find the correct one. Create manual outbound-only queues that could be selected and outpulse the correct ANI. This will be quicker for agents, the queues could even be identified as manual outbound only.
1 vote -
Setting to enable dashboards/embed in agents view
Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.
1 vote -
contacts across universal app and admin portal
Enable syncing of contact/address book across all users
Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the companyatm there is bulk add in diretorory thru admin portal this doesnt work
need to do thru call logs , and app and have option to add to whole server, or give access to users1 vote -
Auto-Population of email address in DFO Agent
Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.
This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.
1 vote -
Hearing Impaired Solutions for Contact Center
Hearing impaired solutions for Contact Center. Need a way for the hearing impaired to easily use the integrated softphone and all other Contact Center interfaces. Ideal solution would be for Closed Captioning, with a wide range of options, to work seamlessly with existing Contact Center solutions. Hearing impaired users will need the ability to read what the caller is saying, as well as any audio sounds that need converted to a hearing impaired solution and/or Closed Captioning of some kind.
1 vote -
Integración con Hubspot
Integrar Contact Center con Hubspot
1 vote -
combine Analytics page with Agent page- Less screens
Combine Analytics page with Agent page- Less screens
1 vote -
RingCX Browser cannot be configured to split audio speech path and audio notification between headset and other audio device
Problem:
Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to headset. This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls.
Proposed Solution:
Audio Output Configuration:…
1 vote -
leads
when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...
1 vote -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
1 vote -
Ability to Sort Digital Inboxes By date and time
Give the ability to sort digital inboxes by date and time in admin portal and agent interface.
1 vote -
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox.
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.
1 vote
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