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190 results found

  1. 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…

    39 votes
    New  ·  2 comments  ·  Contact Center  ·  Admin →
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  2. Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).

    Request:
    The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.

    Scenario:
    An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.

    23 votes
    New  ·  6 comments  ·  Contact Center  ·  Admin →
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  3. 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.

    26 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
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  4. Add country hierarchy for reporting

    When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.

    We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.

    We do have country variables listed at ACD User level, so the data is definitely held in…

    8 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. 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.

    51 votes
    Planned  ·  2 comments  ·  Contact Center  ·  Admin →
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  6. 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…

    13 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. 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

    55 votes
    6 comments  ·  Contact Center  ·  Admin →
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  8. 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

    33 votes
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  9. Record calls transferred from Contact Center to RingEX

    Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa

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

    Need ability to move agents in between queues from phone app

    8 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg

    Hi Product Team/Development Team,

    I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.

    Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.

    Proposed Enhancement:

    We are requesting support for Agent/AI…

    3 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  12. 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.

    4 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. 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
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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  14. Reinstatement Of Previous QM Forms Scoring in Contact Center

    Details of the enhancement:
    We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
    CX One QM - Can you have more than 100 points possible on an evaluation form

    Specifically, we are referring to the ability to:

    Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.

    Critical Sections: The ability…

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. Monitor A Call For Contact Center Users Using RingCentral App

    Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  16. 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
    Needs More Information  ·  1 comment  ·  Contact Center  ·  Admin →
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  17. Updating Holiday Hours

    Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.

    We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. 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.

    10 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. Bulk deletion of voicemails in the queue for Max Agent users.

    Currently, users are required to go on available to listen and delete voicemails one by one, which is time-consuming and inefficient, especially when dealing with a large number of voicemails in the queue. A bulk delete option would allow users to select and delete multiple voicemails at once, significantly improving the process and enhancing productivity.

    We believe that this feature would greatly benefit users who regularly manage a high volume of voicemails, helping to improve overall efficiency and user satisfaction.

    2 votes
    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. 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
    New  ·  1 comment  ·  Contact Center  ·  Admin →
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