385 results found
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Ability to Mix & Match Licenses for integrations with RingSense
Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.
1 vote -
Add Co-recepient
The client wanted more mailbox access through co-recepient not just 5.
1 vote -
Able to filter on activity type on adherence report
Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.
2 votes -
Outbound call recording
Have an option to select specific user to have the outbound call anouncement.
1 vote -
5 digit number block
Please enable the ability to block 5 digit numbers. The amount of political spam we receive is ridiculous. This feature request was submitted years ago and we still don't have this ability.
1 vote -
Integrate Contact center Max client with main Ringcentral App
Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.
3 votes -
Auto detect calling number
When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.
15 votes -
Skills Template
Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be assigned to versus having to go through and manually attach those skills which can be very time consuming.
6 votes -
Ability to make outbound calls whilst Agent is in Automatic Wrap-up
We have many Agents who want to be able to make an outbound call on NICE InContact whilst in ACW, without having to change their state manually and chance having another Inbound call come through.
6 votes -
Enable a delay on Commitment call initiation
When a commitment is presented to an agent the outbound call is automatically initated. It would be great if instead of automatically dialling out there was a button presented to the agent to connect the call, this would enable the agent time to read any notes and the history of previous interactions with the customer and have a much more meaningful conversation with them by knowing the background and why they are calling them.
Due to this not currently being an option we are unable to use the commitment function in many instances that we would like to and have…1 vote -
QS and pick-up rate with decimals
Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.
1 vote -
Display current date and time on Dashboards used as Wallboards
Hello. We are currently using InContact Dashboards to display call, skills, and agents figures. We would like to have a "Current date and time" widget to be able to display current date and time (format mm/dd/aaaa HH:MM:SS - dd/mm/aaaa HH:MM:SS in french format)Is it possible to create a current date time widget with common display formats ?Thanks a lot
1 vote -
Force all agents to log out at X time
The Agent Timeout on Max doesn't work if the Agent has closed the window instead of logging out. There should be an option to terminate all agent sessions at a set time of day (e.g. midnight) so that agents don't leave themselves logged in
3 votes -
Outbound Report that shows Dispositions: Answered and Voicemail
Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail
1 vote -
Unified id for apps in contact center
Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent or a team in the contact center.
9 votes -
WFM - Allow notes from request to appear in the schedule
When team members put in requests, it gives them the option of putting in comments, however from an administrator perspective handling the requests, you only have the ability to hover to see those comments. It would be great to have the option fpr the system to copy those comments to the schedule if that request gets approved.
5 votes -
Report on Quick Reply Template Use
It would be very valuable intel to have the ability to report on the number of each specific Quick Reply email template is used to answer an inbound Email Contact
5 votes -
ACO Contact Center Voice chrome ext built.
The customer needs an ACO app equivalent to the RCCCV chrome ext where the auto answer feature is built in. In order to utilize a feature like this, they need an ACO Contact Center Voice chrome ext built.
4 votes -
Provide a way to see how many Contac Center Agents are available for a phone call
Currently, we can only see how many agents are logged into the Max Agent, but if they have not properly logged into their phone, they are not available to take calls. Call Center supervisors would like to know how many agents are available to take phone calls.
1 vote -
Monitor live incoming calls to a queue as soon as it comes
The ability to automatically monitor live inoming calls to a queue as it comes
1 vote
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