1197 results found
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Adding call ID information to the QM form.
The RC system has the ability to be able to look up interaction information based on the interaction ID for that call, using the contact history report. Currently that feature does not carry over to the QM form. You do have the option to add the Interaction ID to the form. It would be a huge time saver if the system would be able to pull that interaction information using the DNIS and automatically entering it onto the QM form.
2 votes -
MAX agent lookup email addresses in corporate directory
When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.
2 votes -
Select All button in ACD User skills tab
When changing up skills for an agent on a temporary basis, it would be convenient to have a "select all" box at the top of the Active Skill column, rather than checking the box for every single skill. When needing to deactivate 30-40 skills, without removing them entirely, this is very time consuming!
2 votes -
WFM Pro - Data feed into InView Performance Management
Ability for RingCentral WFM data to flow into CxOne Performance Management (InView) so create better dashboard and setup scheduled reporting for WFM data.
2 votes -
MAX Custom Phone Directory Improvements
MAX can create custom phone directories today, but is missing some important features.End-users should be able to add their own custom phone directory, for their own contacts (An administrator can add these today and assign it directly to that agent, as a workaround)End-users should be able to favourite contacts and have a favourites tabPhone directories should be able to accept things other than phone numbers, such as extensions or skills (Example: Creating a custom directory that you apply to certain users, which only have skills within their department, since MAX shows ALL SKILLS when you click Skills or search by…
2 votes -
MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email
In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Support Team and we'll respond via email as soon as possible.". The 'Customer Support Team' text is a hyperlink to our support email at "abc@abc.com".If a customer clicks this it composes a new email and they go back to the end of line even though they've been waiting in chat attempting to get ahold of…
2 votes -
Real-Time Dashboard Row Counts
On Real-Time Widgets (Inbound, Agents, etc.) it would be great to see a row count for each tabular widget. For example, the mockup on the attached screenshot reflects the total number of agents in ENGAGED state (Agent table filtered by state). This would help our managers-at a glance-see how many agents are in certain states.
2 votes -
Add the ability to view attachments/images on all email contacts within Interactions
The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and documents is to run a Contact History report within the Reporting application which introduces a complexity to the email auditing process that doesn't need to be there.
2 votes -
Record voice then Play it during a live call
Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
2 votes -
CXone start-times enabled to 5 minutes - Admin SU - WFM Daily Rules
Currently, operational hrs in Admin | Scheduling Unit allows only to 15 min mark; same for WFM | Daily Rules shift start & activity relative start. A 5-minute opening activity is needed to get agents up-and-running to where they can start to take the queue calls - this time needs to be scheduled so that it's HR compliant for payroll purposes - hourly employee. In Daily Rules shift start & activity start time, enabling to 5 minute mark allows to pre-schedule this and save alot of manual work-around. Example- 755a for 5 mins so agent is available for calls 8a…
2 votes -
Header Field Request - Add Customer Phone Number (ANI)
Please add a new header field called Customer Phone Number .
2 votes -
Add "Available" in the Unavailable Code Filter of the Agent State Dashboard Widget
The Dashboard has an ACD, "Agent State" widget, where one can filter out the various Unavailable States. However, it is not possible to filter out the "Available" state, meaning you cannot use this widget to only focus on certain Unavailable Codes (since all Available agents will always be present).
2 votes -
Under My zone, have the ability to view evaluations by evaluator under the performance monitoring tab.
More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.
2 votes -
Under the Questions and answers report, ability to pull certain evaluation statuses. (example, remove deleted/new/draft evaluation statuses)
Ease of reporting
2 votes -
Manage Forms Form Manager - Allow Prior Versions
In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data
2 votes -
Reporting separate numbers from one IVR
I am requesting to see if we can run a separate report from the same IVR. I have 3 phone numbers that are tied to one IVR and would like to report the activity and KPI for each phone number.
2 votes -
Set Max Agent to DND for calls created in MVP
Currently, when making a call in the NICE MAX agent it will set the RC App to DND. We would like to get this feature in reverse as well. So when a call is initated through the RC App (MVP) it will also set the MAX agent to DND
2 votes -
RingCentral Contact Centre: Support for Smartphone and Mobile Phone divert
Since the pandemic, one of our contact centres has moved to hybrid working. Agents would like to be able to make and take contact centre calls on their mobile phones, which is currently not supported.
2 votes -
Change automatic default skill proficiency level
Currently, when you add skills to an ACD user, the skill is added at a proficiency level 3 by default. You can change it manually but it is not persistent; if you remove the skill and then add it back later it does not remember the previous proficiency level but again defaults to level 3.A better solution would be to allow admins the option to specify the default proficiency level for individual skills. That way, you could add new ACD skills to a user as needed without having to take the extra step of changing the proficiency level every single…
2 votes -
Realtime Dashboard Needed For The Agent Summary Report
A realtime dashboard to showcase the exact same metrics the Agent Summary Report Template shows will be helpful to monitor how many inbound and outbound calls each agent has taken so far in that given day, without the need to run that actual report constantly.
2 votes
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