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175 results found

  1. Enhance Agent States

    Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    45 votes
    Future Consideration  ·  2 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  2. share dashboard

    The request is the following one:

    today we have an issue with the way to manage rights for sharing Dashboards.
    Some persons who are allowed to create new dashboards share them with the value "Public".
    The impact result is a security hole because:
    - Everyone can see GDPR information (agent names)
    - No possibility to stop sharing it if you're not the owner
    - No possibility to erase the dashboard if you're not the owner

    The request is the following one:

    Add a new right in Admin / Security Settings / Roles and Permissions
    - New checkboxes to share for…

    10 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. Replace UNKNOWN CallerID in RingCentral softphone by a Studio variable content

    When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
    If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
    The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
    Thank you

    52 votes
    6 comments  ·  Contact Center  ·  Admin →
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  4. Presence sync bidirectional visual delay

    Bidirectional presence sync
    Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 24025423

    28 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  5. Ringcx voicemail Email notification includes transcript of the voicemail

    Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    5 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  6. Deleting Active Contacts In Bulk

    Admninistrators need a bulk delete function to efficiently remove multiple active or stuck contacts in Contact Center. Currently, they must delete each contact individually which is time-consuming and inefficient, especially when managining dozens or hundres of contacts.

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. Real-Time Queue Status Visibility for Agents

    Description:

    Feature Request: Enable agents to view the real-time status of other agents in the queue.

    Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.

    Details:

    Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
    Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
    Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
    Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
    Use Case: In a small office…

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  8. Need ability to move agents in between queues from phone app

    Need ability to move agents in between queues from phone app

    5 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. RingCX agents able to see the total duration of their agent states for the day

    We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

    4 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  10. Vacation accrual calculation to be based on paid hours

    In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.

    6 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. 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
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  12. 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.

    4 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  13. Max Agent Pop-up Alerts for Agents

    Administrators would like the capability to configure a pop-up notification within Max Agent to alert agents prior to the maximum timeout of their skill, which automatically logs them out of the system. This notification should be customizable, allowing for different pre-timeout messages that align with specific business requirements for various skills. The warning should be designed to be non-intrusive yet attention-grabbing, featuring a centered pop-up with an optional sound notification. Additionally, the pop-up could incorporate a countdown timer and a button to extend the session timer, enabling agents to remain logged in.

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. Schedule reminders in WFM for Contact Center

    Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.

    7 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. Allow for contacts to be sorted and displayed by last name

    Allow for contacts to be displayed and sorted by last name

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. Chat notifications in CX One

    Currently an agent only gets one alert when a chat come in. There should be a series of alerts when a chat comes in similar t a phone call. Provide a list of tones that ring until the user is timed out. One alert increases the number of agent refusals.

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  17. Automatic Agent State As "Available" Upon Agent Login to Max

    Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.

    Use Cases:
    Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
    Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.

    Potential Impact: …

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. Allow agent status to be managed at contact centre level and not account level

    We currently have a number of separate contact centres but if we make changes to agent status it effects all agents across all contact centres. As our CC's operate differently it would be better to be able to manage agent status at CC level and not account level.

    1 vote
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. Dark Mode for Contact Center

    Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!

    6 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. Agent Scripting in Digital Interactions

    Have the agent scripting used in the ringCX voice also be applicable or usable for digital interactions such as email chat sms etc.

    2 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?
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