143 results found
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RingCentral MVP as a DFO Channel
MS Teams and Slack are native DFO channels in RCCC. Since RC MVP offers similar capabilities for messaging, it should be as well. RCCC provides a bring your own channel SDK so this can be done initially with just RC development resources. In the long term, NCX should build the integration as a native DFO channel.
1 vote -
More Flexible configuration of Custom Workspaces
Tying Custom Workspaces to the Business Unit limits usefulness for larger customer deployments. Custom Workspaces are an all-or-nothing feature that doesn't work for all agents in the same BU. It would be more useful if Custom Workspaces could be associated with a Team or Group of agents or even better, associated with a Skill. This would be very useful for BPOs with agents handling interactions from different customers or larger single customer deployments where agents use different applications based on the skill or digital queue.
1 vote -
Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
7 votes -
Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)
Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.
19 votes -
QM Form to Enable Ranking on Form Sections
Currently, ranking is only enabled for the entire QM Form. Many customers would like to have ranking enabled for each section in addition to ranking of entire form.
1 vote -
7 votes
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Ability for agents to schedule a commitment for a specific colleague
Similar to how a RingCentral Contact Center agent can currently schedule commitments for a skill or for themselves, some organizations have requested that agents also be able to schedule commitments on behalf of a specified colleague.
1 vote -
Bring the Agent application to the front of the agent's screen when an interaction is received
When RCCC is installed, there is no way to bring the agent experience to the front of the desktop when an interaction is received. While display alerts in Windows can be received, these don't work 100% of the time. This is a source of frustration for new customers & creates high effort for the agents, having to find the AX & adding time to answering / handling a contact.
1 vote -
Allow agents to make themselves available / unavailable on a per skill basis
This is aimed at more casual contact centers, where they have adopted RCCC but don't work like a traditional CC. The ability for the agent to, on a per skill basis, change availability would be helpful. This is not possible at the moment without moving an agent in / out a skill completely & needs Supervisor level rights.
1 vote -
Ability to cope with non English letters & characters
Request is for RingCentral Contact Central to work with letters & characters from German, French, Polish, Swedish, Norweigan, etc. Non English customers have their names spelt incorrectly, which can create a bad impression. This is especially relevant to German customers.
1 vote -
8 votes
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Option to place agent in unavailable state when working DFO interactions
Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.
8 votes -
Outbound Emoji with embedded links
The request is for emoji or words in their reply messages within chat and email to have an embedded link when clicked that routes to their feedback reporting tool. This would be the ability to send an outbound survey from the original reply to a customer, Feedback Management in particular.
1 vote -
911 through RingCentral
The request is to support E911 from RingCentral when dialing from MAX. Currently, RC agents can only dial 911 from RC endpoints except the RC Contact Center Chrome extension. If they dial 911 from Max those calls have the risk of not being properly configured or using an invalid location. RCCC should be configured for 911 traffic to route across to RingCentral. The could allow customers 911 to be managed like our customers using RingEX and would add to support for mobility that is not available by RCCC today (as 911 is a static setting handled by administrators and not…
1 vote -
Additional logic operator for Report Template filters
The current logic operators in CXone Report Template filters support =, <>, >=, <=, >, and <. Customers often need to include blank or null values or exclude them. Adding "IsBlank"/ "isNull" or "NotBlank"/"NotNull" operators would make this very easy. The current workaround is to open the exported file in Excel and manually include/exclude the blank values in the columns.
1 vote -
Add Contact ID to the Audit Activity Report
This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.
10 votes -
Expand Dashboard Widget to full detailed view
It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.
2 votes -
Modification to UI in User Hub
For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…
7 votes -
CNAM for RingCentral Contact Center
CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.
13 votes -
International - CC minute bundle SKU and minutes credit bundle
The request is for more simplified pricing for International Minute Bundles for Contact Center
1 vote
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