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Contact Center & RingCX

Contact Center & RingCX

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198 results found

  1. We believe there is an opportunity to optimize the space utilized. Typically, we are accustomed to having a sidebar for Max Content, which updates dynamically when a call is initiated. This sidebar is approximately three-quarters the size of the current box we are using. See Screen shot VC Large Screen

    As we start adjusting the dimensions of this box, we realize that it limits the amount of visible information. For clarity, we are currently operating on three monitors, with one smaller monitor dedicated to RingCentral and Max Content. Personally, I would appreciate a layout that more closely resembles the current…

    1 vote
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  2. Currently when comparing Max with Cx Agent. No option to select a skill once a user hits Transfer- (In MAX, you can hit transfer and the skills options shows up). Agents are having to dial the full 10 digits of the skill they want to transfer too. This is causing a slowing down of productivity as Causing slowdown and its just not as easy as when in Max you just select the skill and transfer

    1 vote
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  3. Affected user is vision impaired, and therefore utilizes accessibility features to navigate their PC. They have no mouse and rely on keyboard commands and shortcuts to navigate. On the legacy supervisor view, agent was able to navigate with ease and make adjustments/supervise agents as needed. Ever since moving to the new supervisor view, the agent has been struggling to perform some aspects of their job. User can search and select users, but cannot adjust the proficiency of users with their set up. Also, they cannot select the elipses on an agent to live monitor them. There's a few other issues,…

    1 vote
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  4. Add the ability to schedule DFO reports to run and deliver to an email or file share in Contact Center

    3 votes
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  5. Work Force Manager : We need the ability to set holiday allocations per consultant .
    Consultants can accrue holidays beyond length of service.
    i.e. buy/sell holiday, be given TOIL etc.

    1 vote
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  6. Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
    For the customers, like us, that are SSO Only will there be a time when this will work with SSO?

    3 votes
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  7. The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.

    Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.

    1 vote
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  8. As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.

    As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.

    It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…

    2 votes
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  9. Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.

    This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.

    1 vote
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  10. Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.

    This will allow us to Transfer call from one Department to Another.

    6 votes
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  11. We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.

    5 votes
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  12. Add Disposition Code and Disposition Comment to custom report fields

    3 votes
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  13. In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this

    4 votes
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  14. When attempting to make a call from Max Agent, you need to enter the phone number then click on dial. The option to press enter instead of dial should be allowed as well. Would make calling easier.

    5 votes
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  15. Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.

    3 votes
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  16. Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.

    4 votes
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  17. It would be a good idea if we can add 3 digit emergency contact numbers in the Account Settings > Directory Integration > External Shared Contacts Directory for all staff to be able to access to. For example: 911 and 988 are emergency numbers, but we cannot export that into the external shared contact directory for all staff to use

    1 vote
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  18. Increased character limit (currently 50) so they can assign CXone attendant to user who already have a profile established in Contact Center.

    1 vote
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  19. Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).

    Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.

    As it stands, we have the current metrics for refusals:

    Refusals
    % Refusal Time
    Refused Time…

    1 vote
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  20. Allow Admins to set up a threshold for adherence for different activities. Example: We could give a grace period of 5 minutes for Lunch or break so if the employee was late to go on break because they were handling an interaction they would not be marked out of adherence for those 5 min.

    4 votes
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