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401 results found

  1. Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.

    3 votes

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  2. Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail

    2 votes

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  3. Communication template to introduce users to RingCentral

    1 vote

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  4. The RC app allows you to record and then stop recording but continue the call. In MAX when you press the record button the only way to stop recording is to disconnect the call. We need to be able to stop recording but continue to talk on the phone to the caller as we take recorded statements but then continue conversations. Having this feature in one app but not the other doesn't make a lot of sense.

    1 vote

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    1 comment  ·  Other  ·  Admin →
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  5. The ability to automatically monitor live inoming calls to a queue as it comes

    2 votes

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  6. 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

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  7. Have an option to select specific user to have the outbound call anouncement.

    1 vote

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  8. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  9. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  11. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. 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

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  13. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. Our customer with User ID: 63422418004 wants to set up a Corporate Directory for their Yealink T41S. Yealink T41S is not on the list of the supported phones to have a Corporate Directory.

    2 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  15. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. 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

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  17. 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

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  18. 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

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  19. 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

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  20. Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    121 votes

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    27 comments  ·  Other  ·  Admin →
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