177 results found
-
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…14 votes -
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.46 votes -
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 ownerThe request is the following one:
Add a new right in Admin / Security Settings / Roles and Permissions
- New checkboxes to share for…10 votes -
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.
9 votes -
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 you52 votes -
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 2402542329 votes -
CXone Agent - Ability to view 'Coming Up' schedule events
Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown.…
2 votes -
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 -
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.
5 votes -
Need ability to move agents in between queues from phone app
Need ability to move agents in between queues from phone app
5 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.
5 votes -
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.
8 votes -
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 -
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 -
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 -
Remotely change Hours of Operation Branch Override in Nice InContact
In an emergency (i.e. fire alarm requiring a site evacuation) it would be useful to be able to set the Nice InContact Hours of Operation Emergency Branch Override remotely. That way Contact Center calls could be routed elsewhere during the emergency.
Even if it's a script created in a Studio that could be triggered by calling a number ?1 vote -
Creating Cases in RC that will go Directly to Incontact
Customers to have the option to create a case on RingCentral that will go directly to NICE Incontact side.
1 vote -
Allow for contacts to be sorted and displayed by last name
Allow for contacts to be displayed and sorted by last name
1 vote -
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!
7 votes -
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
- Don't see your idea?