676 results found
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Quality Planner - send an interaction to 1 planner only
Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
6 votes -
MAX Agent: Customize layout size when taking multiple chats
When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite an agents personal preference of the layout in MAX Agent.
6 votes -
CXONE User Access Overview
We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/time a user, mostly Managers, supervisors, admin, etc. accessed the CXone application by itself. We are currently able to see last log in for accessing the Max Agent/Salesforce agent, but not for accessing just the CXone Application. This would be great if we could something build like you did with BI…
6 votes -
Allow scheduling of prebuilt reports
We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.
6 votes -
Skills Template
Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be assigned to versus having to go through and manually attach those skills which can be very time consuming.
6 votes -
Ability to Add Holidays in Pulse Contact Center
Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.
6 votes -
Grouping & Organizing Contacts in "Favorite Contacts" and the "HUD"
It would greatly enhance usability and efficiency if users had the ability to organize or group contacts within the "Favorite Contacts" section and the "Heads-Up Display (HUD)" in the RingCentral platform.
The implementation of this feature would allows users to create custom groups or folders within both the Favorite Contacts list and the HUD. This would allow for better organization, quicker access, and a more intuitive user experience—particularly for users who manage a large number of contacts, departments, or teams.
Suggested Examples could be as follows:
--Department Grouping: A receptionist or operator could group contacts by department (e.g., Sales, Support,…5 votes -
Emergency response location as potential breach of GDPR regulation
Admin users are able to view standard users' emergency response locations, which may be considered a potential breach of GDPR regulation
5 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.
5 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.
5 votes -
Porting Numbers from Local Phone Provider in Japan or Korea to RingCentral
"I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
Unfortutately, it did not work.
I am wondering if there is any update on porting numbers in Korea and Japan."5 votes -
Internal Call Only for Contact Center
The customer would like to have an option for an Internal Calls Only User(without Domestic Call) to be able to receive calls from their Contact Center account.
5 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)
5 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.
5 votes -
Adding Alert in RC Dashboard Contact Center
We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.
5 votes -
Press Enter to Call in Max Agent
When attempting to make a call from Max Agent, you need to enter the phone number then click on dial. The option to press enter instead of dial should be allowed as well. Would make calling easier.
5 votes -
Build an Agent Console for RCCC that is embedded into RCV
This could be used instead of using MAX in its own browser window
5 votes -
Allow for copying of a scheduling unit in Workforce Management
Within RCCC Admin / Scheduling Units, it would be helpful to have the ability to duplicate / copy an existing scheduling unit. Currently you have to create new scheduling units & start again.
5 votes -
Provide Quality Management scoring context from within MAX
Would like the ability to show (either within MAX Agent Reports or the WEM tabs of MAX) a quick and easy quality scorecard for the agent over a time period. Currently, an agent can review individual evaluations or would need to be provided very customized reports or dashboards.
5 votes -
Pulse - Clone other user's pulse alerts
At present in Pulse you can clone your own Pulse alerts, but when viewing other user's alerts, you are not presented with the option to clone. This makes the sharing of good configuration more difficult. Would be helpful to be able to extend clone ability to other user's alerts.
5 votes
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