722 results found
-
Create auxiliar status (login time, logged out, lunch, break of the agents)
I need to measure login time, logged out, lunch time, and breaks of the agents
8 votes -
Increase size limit of email attachments from NICE/Contact Center
Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.
8 votes -
Add Searchable CRM field on Evaluation Form
As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.
8 votes -
Add Ringer and Audio control settings for RingCentral Contact Center Voice Chrome Extension
Currently, the customer is complaining that the incoming ringer is too loud. They are using headset. We do not have options or settings in the RC CC Voice chrome extension to separate the ringer volume or settings. When they lessen the volume it also make the conversation difficult as it also lessen the volume of the conversation.The customer is requesting to have a separate audio or sound setting that will control the ringer only.
8 votes -
Dashboard: view agents next unavailable status
We would like for our supervisors to have the ability to see what a reps "next status" is set to. For example, if they are on one chat and we are expecting them to be on two chats, it would be helpful to see that they are set to "Unavailable - Lunch". This helps to tell the story about their current work.
8 votes -
Option to Turn Off History log in Max Agent/Salesforce NICE CXone Plug-in
Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability to transfer a caller to another user who called in previously. Furthermore, if you glance over the HISTORY, which is displayed in small gray text, you will notice that the skill name is bolded within the block of information. This has caused confusion among some of our users over…
8 votes -
Searching names in Userhub
When searching for a name like Chris it shows 2 agents. Then what looks like it loading for load more. Have to click on the "load more" to see more. Would it be possible to get it show as button to press to know?
7 votes -
In the new CX one agent and changing filter to just Corporate Directory nothing shows.
In the new CX one Agent selecting from All to Corporate Directory no users show. Like to be able to change filter to use and select to make calls. The other filters works but not Corporate Directory.
7 votes -
Integrate both RingCX and RingEX in Salesforce
Currently, we have CX and the CX dialer integrated in Salesforce. I have a new team that would be better suited for EX.
It would be helpful if both were installed.
7 votes -
RingCX increase Decibels (dB)/Amplitude file "ringtone.wav
The Ring that plays when a call is received by RingCX on the website https://ringcx.ringcentral.com/ is too quiet. User are unable to hear the ring. We are asking that you increase the Decibels (dB) / Amplitude. On the “wav” file. The file name is “ringtone.wav”
Resource is located, "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
From the HAR files.
//"connectionId": "20832",
"initiator": {
"type": "other"
},
"priority": "Low",
"resourceType": "media",
"cache": {},
"connection": "443",
"request": {
"method": "GET",
"url": "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
"httpVersion": "http/2.0",
"headers": [
{
"name": ":authority",
"value": "ringcx.ringcentral.com"//7 votes -
option to block CNAM
Option to block Caller ID Name (CNAM)
7 votes -
Adding Guam phone number
Ability to Add Guam Phone Number - Currently Guam Phone number is not supported and we would like to request to support Guam Phone Number
7 votes -
To filter the report for "Today" and be able to select a specific time range.
To have the ability to generate a report for "Today" and select a time range users desire.
7 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
7 votes -
Add a checkbox in Presence for monitored calls on hold
Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.
7 votes -
tone when transferring call
Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.
7 votes -
7 votes
-
RCV integration with RingCentral Contact Center
Request is for the ability to escalate phone interactions into video calls/meetings to drive customer engagement further. Customers would like analytics around how video escalations and video queues are used in their environment. Video queue example: Bank branches can have a screen to engaged with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
7 votes -
Modification to UI in User Hub
For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…
7 votes -
Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
7 votes
- Don't see your idea?