248 results found
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WFM - Allow Schedule Protection on Partial Day Activities
Currently, you can Protect Full Days off with the Time Off Manager, but Partial Day activities do not have that option. This leads to activities being overwritten if they are on the schedule and that date gets a new schedule generated. Having the option to protect future activities would a real boon for managing future requests.
3 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…16 votes -
Improve Email Audit Log Details
Description:
We would like to propose an enhancement to the Email Audit Log feature in RingCX. Currently, the audit log provides limited visibility into how emails are routed within the system. To improve transparency and troubleshooting efficiency, we suggest the following additions:
• Requeue Destination: Clearly indicate where an email is requeued to, including the specific queue or user.
• Disposition Details: Include the final disposition applied to the email (e.g., closed, escalated, transferred), so we can better understand the outcome of the routing process.
These enhancements would significantly improve our ability to audit email handling, identify routing issues, and…1 vote -
Route customer replies to a digital email interaction to the agent that replied to the original message.
When an agent replies to a contact center email and dispositions the message it closes out the interaction, if the recipient replies with follow up questions the contact center creates a new interaction that would queue to another available agent. If there was a setting that allowed replies to route to the original agent that replied to the initial email it would allow the sender to correspond with a single agent start to finish which in the event of troubleshooting or a customer service issue leads to increased customer satisfaction with the service received.
1 vote -
Give the option to remove RNA
Create the option to have technicians remain available after a missed phone call.
2 votes -
Agent Message on CXone Agent Must Have Duration Configuration
The Agent Message popup that disappears immediately (for 5 seconds) is a normal behavior or work as design when using CXone Agent (https://help.nicecxone.com/content/studio/actions/messages/messages.htm.
Customer wants to have a configuration option to set the Agent Message popup to last for more than 5 seconds.
2 votes -
Prevent caller ID from being carried over from CC
When a call from UC going to a cloud connect setup that goes to CC then call gets routed again to a user in UC it carries over the caller ID of the account owner in admin portal. We want a feature where this caller ID information will be controlled from the CC script or it will follow the settings on the UC side so that caller ID information will be different.
2 votes -
Automated Cold Call Script
Automated Cold Call Script , to improve efficiency, Automates the greeting, saving time for the agent to focus on the conversation. and you will have a clear and confident speech on every call.
1 vote -
Scorecard Order of Questions & Inserting New Questions
Allow scorecard questions to be reordered. Currently in order to group or reorder questions, the questions must be deleted. As needs change some old questions are sometimes removed and new questions must be added. It would be nice to be able to arrange the order of questions by dragging them to a new position, and to be able to insert a new question anywhere in the list of questions.
1 vote -
Why do i need to Authenticate 5 different times when calling support
Honestly, this feels like security theater at this point.
I call in from my phone, Verify my 10 digit number, Verify with code thats emailed, verify with my VM pin, then I get a rep who has me verify with another code and my Extension all over again. Whats the point? Why am i jumping through hoops with the robot if the human doesnt get any of my info. Im already pretty miffed that i have to call in for support, by the time I get a human who can help, im 10 minutes in and even more ticked off.…2 votes -
Make EMAIL ADDRESS an available Column in NICE Digital interactions
I would like to request the inclusion of the customer’s email address in the available column fields within the Interactions tab of the RingCentral Contact Center (NICE CXone) interface.
The current column options include fields such as Customer Name, Case ID, and Channel, but not the customer’s email address.
Adding the email address as a selectable column would significantly enhance our ability to identify and remove duplicate records when generating reports, thereby improving data integrity and operational efficiency.
4 votes -
Allow agents to get their log in and log outs as an EXCEL sheet.
Have a download buttons that allows you to get your log in and outs as an excel spreadsheet.
1 vote -
Be able to assign a different ringtone to contacts.
We have a secure builidng and I used to have a different ringtone assigned to a call coming from the call box. It made easier to answer in a more appropriate way. My screen does still come up and say 'front door' but the ringtone helped if I was not sitting at my desk. Not sure why this feature went away.
3 votes -
New Digital Filters/Columns
When searching for cases in Digital, there are no columns or criterial for finding Last Updated by Agent or Last Updated by Client. Currently the only date/time column is Case Create Date, which helpful for NEW cases, but not helpful for OPEN where the client has replied, or where agent may need to manually create a follow-up.
2 votes -
Automated Blind Transfer Rule in Studio Script
Feature Request:
The ability to configure an automated rule for blind transfers within Studio Script that can be activated for a specified period of time and then automatically revert back to its original state once that period has ended.Business Value:
Provides greater flexibility in managing call flows during temporary situations (e.g., outages, holidays, or staffing changes).
Reduces manual intervention, lowering the risk of errors when enabling/disabling temporary routing.
Saves time for administrators by automating what currently requires manual scripting adjustments.
This feature would significantly improve efficiency and reliability when handling temporary routing scenarios.
2 votes -
See all agent stats without scrolling
It would be amazing if when you are looking at the agents on the Analytics and Supervisor tabs you could see the whole picture without having to scroll up and down and left to right! A complete picture.
2 votes -
record call on transfer
Customer Law Office of James Scott Farrin (RCX # 38370001) would like RCX Queue's "Recording on Transfer" setting to pass recording control (pause/resume) to the REX user when RCX calls are transferred internally to REX user.
1 vote -
Automatic Update of Email "From" Address After Skill Transfer
Title
Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧
Description
Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
This change should take effect immediately when the agent opens the transferred email for the first time in the new queue…1 vote -
It would be great if the RingCentral phone number that comes in on lead calls, was to auto populate Agent OS, thus cutting down the time to
Also auto populate the location ID from RingCentral to Agent OS.
1 vote -
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 you58 votes
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