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1359 results found

  1. Retain Role In RingCX When Modiying Role In RingSense

    Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.

    Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Agent Interface "Search" Button for Contextual Searches of System Data

    Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.

    Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. bulk assigment of callback to other agents or Queue

    Hello Team, Supervisor/agent need to assign the callback to the different agent one by one. In our case every agent have approx 100's of callback. Can you open the features to assign this callback in below manner. 1. Assigning bulk callback to another agents 2. Assigning callback to the Queue & routing in round robin method.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Remove Prefix for UK

    Customer want to remove prefix when a caller is contact the main number and the call is being routed to Call Queue

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  5. Custom tokens in Voice Queue External App URL

    Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.

    Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.

    This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.

    1 vote
    New  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Ability to allow call recording to record those calls that were missed/ unanswered

    Ability to allow call recording to record those calls that were missed/ unanswered

    1 vote
    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  7. See Changes in the Projected Dashboard

    Details of the enhancement: Customer wants to put a feature enhancement request for the new Dashboard where in when he tries to share the Dashboard to other agents via Project mode, the agents need to see the changes that he made on the Dashboard real-time.

    What problem are you trying to solve or what problems does the current functionality cause? For agents to be able to see the changes made in the shared Dashboard via project mode

    What steps did you take to get there?
    1. Login to Contact Center portal.
    2. Click Applications>Dashboards.
    3. Select desired shared dashboard from…

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  8. Hide queue/aux status of agents from Max's Address Book/My Team list

    This is not to show the current status of an agent from Max's Address Book/My Team list from an agent's display. This is for the purpose to avoid call avoidance and other acts that dodges the queue.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  9. Change State in PD

    Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  10. Collapsable Customer Identities List

    When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  11. combine similar ideas

    There seems to be a lot of overlapping ideas. Is there a review process to combine similar ideas. there by letting your team know that is really important. there are over 7000 ideas, some of them must be the same.

    1 vote
    0 comments  ·  Admin Portal  ·  Admin →
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  12. Ability To Dial Out User Extension Number in CXone Agent

    Customer wants to have the ability to dial out other agents or user extensions on CXone Agent in Contact Center. Currently, customer can only dial phone numbers on CXone Agent.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  13. Inbound SMS to appear on all logged in agents

    When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  14. Require option to select ALL the Emergency Response Location on Bulk Enable Template

    Require the option to select ALL in the Emergency Response Location on Bulk Enable Template. This is just to provide ALL the locations within the Template download in Excel. I realise that it is restricted to only 50 at a time but it is quicker and easier to add them in Excel than on the RingCentral Platform.
    But basically see my screenshot attached I would just like the option to select ALL option for the Emergency Response Location similar to what you can select on the Role or User Template so that when Bulk uploading I can choose the correct…

    1 vote
    0 comments  ·  Other  ·  Admin →
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  15. Have the option on the call queue to modify fix in order to ring groups

    Allows admin users to modify the call queue ring settings to have an option to create ring groups under fix in order

    1 vote
    0 comments  ·  Admin Portal  ·  Admin →
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  16. font colored modified in the CXOne dashboards

    What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  17. Update MS Teams State while Presence Syc is enabled

    Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  18. RingCentral engage voice analytics

    Wanted to have an option in analytics historical report to select or filter the report with campaign.

    1 vote
    Needs More Information  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Change agent proficiency when adding to queue through supervisor

    Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  20. reporting

    Administrator should have option to filter the reports in analytics.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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