394 results found
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Please add our CRM "top producer" app to options.
If Ring Central links with Google and Microsoft, it would be great to link with top producer.
1 vote -
Bulk Upload / Template in uploading or updating Company Emergency Response Locations (All Sites/ per sites)
Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)
5 votes -
Adjust schedules on weekly view to remove employee shifts
When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.
2 votes -
Can't obtain CDR reports on toll free numbers that have been CCRN'd
We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no longer appear in any of the call reports. It would be great if these calls still were reported on, on the UC side of RingCentral, even after the associated toll free number was CCRN'd.
2 votes -
Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavil...
...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
7 votes -
System should identify schedules needed, instead of me assigning daily/weekly rules
This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!
1 vote -
More flexible forecasting options
The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…
1 vote -
More Flexibility in WFM Pro
It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.
3 votes -
Schedule Prebuilt Reports, and add their data field to "Data Downloads"
Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.
5 votes -
Phone Prompt
We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you
1 vote -
Ability to delete evaluations
Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
2 votes -
Hour of Operation Status Column for "Open" or "Closed"
Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.
2 votes -
Time off Request Annually- to be able to approve without regenerating the schedule and publishing
Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated scheduled without having to regenerate a forecast and publish a new schedule.
3 votes -
Allow the 'RingCentral App' for Android/iPhone to work as an endpoint (agent leg) in Contact Center
The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.
6 votes -
Allow agents to place outbound calls in maxagent while on wrap up status
users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
5 votes -
Central Dashboard to allow all employees to view
I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…
4 votes -
Granular permission Rules
Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.
2 votes -
The login page for CXone Call center ringcentral.nice-incontact.com does not support SSO login, please add it
You can access the SSO login by going to https://cxone.niceincontact.comhowever the SSO login does not appear if you login at ringcentral.nice-incontact.comIt should forward you or pop up the SSO page if that is configured on the account. ThanksZach
1 vote -
Audit trail for OB Skill Control
For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.
1 vote -
Ability to monitor and record agent screens when agent is in unavailable state
Details of the enhancement: Customer/Supervisor would like ability in supervisor application to monitor and record agents screens when agent is in an unavailable stateWhat is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? This will help solve problems with agents being off task during working hours.What steps did you take to get there? Verified with NCX product documentation that the live screen monitoring tool through the NCX supervisor application currently does not offer this featureHow do you want…
1 vote
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