390 results found
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Addition of SIP Status Codes to CDR Reports or API Download
To enhance call center performance assessment and transparency, it is requested that SIP Status Codes be added to CDR reports or made available for download via API. This feature would enable better analysis of call data and provide valuable insights into call outcomes.
4 votes -
Audit Trail - Ability to view the audit trail for 1 year or more
Audit Trail - Ability to view the audit trail for 1 year or more
4 votes -
Agents using Park groups
Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.
4 votes -
Analytics
The customer would like to use analytics to evaluate various groups.
The problem with this is that users are also displayed personally in the analytics report.The customer needs a change here so that only groups like Sales,etc. can be displayed and analyzed in Analytics, but not individuals.
4 votes -
Feature Request: Support for Corporate Directory and LDAP on Yealink T53
Feature Request: Support for Corporate Directory and LDAP on Yealink T53
Dear Product Team,
I hope this message finds you well. I am reaching out to propose a feature request to enhance the compatibility of RingCentral services with the Yealink T53 BYOD device.
Background
Currently, the Yealink T53 is not supported for the Corporate Directory feature or LDAP integration in the RingCentral Admin Portal. This limitation creates challenges for customers using the T53, as they are unable to access centralized contact management capabilities. These features are available on the supported T53W model but remain inaccessible for T53 users.Feature Request…
4 votes -
Push Notification
There needs to be a pop out notification. Our Organization requires agents to be working across multiple apps using multiple screens. Since CX does not have a push notification to the actual computer system, notifications are very easy to miss, unless the CX window is up front and centered in its own window. This is counter productive as it takes an entire screen.
4 votes -
Agent sign in time on real time dashboard
Key Components:
Time Display:
Clearly show the sign-in time for each agent in the local business timezone.
Use a consistent format (e.g., HH AM/PM) for easy readability.Visual Indicators:
Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
Provide tooltips or hover-over info for additional context.4 votes -
Pin admin navigation menus
Need the ability to either pin open sub navigation menus, or have them expend under the navigation menu like ring ex.
Example screenshot of the sub navigation menu that I'm referencing above.
4 votes -
Supervisor Activity report
Have a detailed report for Admins to have a Supervisor Activity Report.
In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.
4 votes -
View DID number campaign attachments from Admin Portal
It would be useful to see either from a user perspective or a number perspective if the number is associated with a SMS campaign. Currently, if you need to remove a number from a campaign there is no way to know which one it is in. You have to search each campaign one at a time. Being able to see which campaign the number is attached to, or see if it is attached at all would be useful. That or provide the ability to add a number to a target campaign, even if it exists in an existing campaign.
4 votes -
Option to receive Reports with just the file name
Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM
4 votes -
Add DNIS/ANI or Contact ID to MyZone Logs
To help Agents when locating calls on MyZone, it would be useful to have additional columns inclding DNIS, ANI and Contact ID, rather just searching on date/time. Segment ID means nothing to the Agent
4 votes -
Real Time Inbound dashboard widget - Need to include Callback request count
Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.
It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.
4 votes -
[CC- Reporting] Extend date rage to 365 days for custom report
Hi team,
I had requested to have a custome report for IB,OB call by one hour so RC support engineer created Template ID: 31153 for us.
However, the date rage can be modified only up to 90 days.I'd like to request a feature that can let users to have more time period up to 365 days to get informative report.
RC support case No. 24062052
4 votes -
Display Caller ID Name On MAX Agent
Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)
4 votes -
Shared Contacts
Shared Company Contacts should be easier to integrate and manage. The CSF management is too cumbersome. Requiring the country code in the phone number is a non-starter for us.
Would like to see an API and Zapier to External Shared Contact management/syncing.4 votes -
RCCC Callback Enhancement Request
Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.
4 votes -
Manually assign queued emails
To be capable of manually assigning queued emails to agents.
3 votes -
Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg
Hi Product Team/Development Team,
I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.
Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.
Proposed Enhancement:
We are requesting support for Agent/AI…
3 votes -
RCX Real time Long Abandon Metrics
When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.
It would be more useful to add in the "Long Abandons" field so we can show the number…
3 votes
![Re Case# 24062052 [ threadm59qrkICdkWX0HL2BYtIlQ0 ].eml](https://assets.uvcdn.com/pkg/icons/files/default-sm-0cef6018a827be3ab2ea6d3f2f15c8f8aec45cbb4e04b84be42d172e9a83870b.png){kind=icon}
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