394 results found
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WFM ability to separate scheduling units by role
Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great.Thanks,Patrick
3 votes -
Play back DTMF tones in Max keypad
I have a team on CXOne that calls out to other businesses that have up front IVR menus. They would find it useful when selecting an option on the Max keypad would trigger an audible DTMF tone back to them.
2 votes -
Broadened option to filter call performance-by breaking down direct lines within the call queues
Within the phone system on the admin portal-we have call queues. We have multiple numbers within one call queue that get patched through to our various agents that are on call. When I go into performance reports as well as having the option to breaking down the incoming calls for that month or week by agent or call queue I would like to have the option to breakdown the incoming calls that we had by direct line that our patients called into.This way I can have a further understanding of which lines have a lot of traction and which lines…
1 vote -
Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled
Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled. Please remove the Inbound Auto-Answer setting from Agent permissions, moving this setting to Admin Only. Currently agents can control and adjust this setting at any time wither intentional or accidental impacting service levels for ALL skills/LOB's.
7 votes -
Quality Evaluation - ability to update / delete comments
When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Draft, you are not longer able to overwrite the comment either.
16 votes -
Add Ringer and Audio control settings for RingCentral Contact Center Voice Chrome Extension
Currently, the customer is complaining that the incoming ringer is too loud. They are using headset. We do not have options or settings in the RC CC Voice chrome extension to separate the ringer volume or settings. When they lessen the volume it also make the conversation difficult as it also lessen the volume of the conversation.The customer is requesting to have a separate audio or sound setting that will control the ringer only.
5 votes -
RC Phone App migration to RC App (Unified) to be more easier.
Hi – my only outstanding question was whether RC has any plans to make the migration off of RC Phone any easier, meaning allow us to change user defaults globally, or just at the admin level (like we could from Meetings to Video). Trying to chase down every single (non-sophisticated) user to make a manual configuration setting change is an unnecessary administrative burden. Hopefully, if RC is encouraging migration, there are plans to allow Admins to make that change.
1 vote -
WFM - Ability to select date range when generating forecast
It would be amazing to be able to be able to select a custom date range for the forecast time period and historical data time period instead of being forced to utilize the pre-defined duration periods.
4 votes -
Adding the Create Contact function to the functions under + on the desktop app
I find it takes an extra navigation step to add a contact, send a message, then go back to add another contact. Add a contact should be an option accessible by clicking the big + sign in the upper right corner of the dashboard.
1 vote -
Tag a Call as Abusive
Does RingCentral have the functionality to Red flag a number to the agents.For example - If a caller is abusive , can we add a flag that will notify the agent getting the call through RingCentral that they have a potentially abusive caller ?
1 vote -
OSH Option to only allow 1 live contact method at a time
Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
23 votes -
Add platform logins to "login" metrics for Contact Center reports
I've found that the report metric as well as "Last Login" information on a user in Contact Center is only counting logging into MAX. While I can see the usefulness of that metric, we also would like to see login information for the users when they log in to the Nice/InContact platform as not all agents take calls in MAX, they could be looking at reports just on the platform, etc...
4 votes -
Reporting Enhancement request
Reporter - Gauri Karnik gkarnik@accurate.comCumulative report for all team members. Each team member’s name must be selected and view their call logs.It reflects only 20 calls per page for each user.We cannot export the report in excel from ring central and need to copy the details from every page (20 per page) for all team members.
1 vote -
Quickbase CRM
Integrate with Quickbase CRM
2 votes -
Provide reports to show the list of phone numbers that are not used or that has no activity for a certain time
User ID: 62380350023This customer wants to view the phone numbers that have not been used for at least 60 days to check if they can remove/cancel the phone numbers from the account. He wants to view it on the logs/reports instead of manually searching for the phone number.
1 vote -
CXOne - Life Cycle Management - Rules
Please increase the max cap on the following restrictions under Life Cycle Management.+ Increase the rule limitations to be more than 10+ Increase the limitation of 10 skills max per rule+ Increate the limitation of 15 teams max per rule We are too large of an organization to be limited to these. These rules are dictated to support contract obligations and prevents us from fulfilling our internal and external needs. This also prevents us from expanding product offering and storage limitations....
11 votes -
Include Calling number and Customer Name for Abandoned Call Notification for Pulse
It will be helpful if we can include the caller's phone number and Caller ID when we receive a missed call notification on Pulse. This will allow the Contact Center Managers to effectively manage their abandoned/missed calls since they are able to easily access the phone number and who to contact if needed
1 vote -
Contact Center - Ability to map multiple unavailable codes to after call work
It would be great to be able to map multiple statuses to After Call Work. In our previous system, we were able to map both a follow up and extended follow up status to After Call work. That way we are able to set the follow up to 90 seconds before putting the agent back to available, but if they were needing more time they could manually change their status to extended follow up. All of that time would then be combined into the same follow up so that when calculating average ACW for agent, skill performance and forecasting all…
2 votes -
Add to indicator functionality
I am looking for an indicator change when the user locks their PC or is away for some time.
1 vote -
New User Activation Emails flagged as spam
Is there any other way on getting the new user activation emails that will not be flagged as spam. Also, don't want to whitelist anything since it will breach the customer's security if it will be whitelisted in the domain / email systemas per customer. They wanted to be able to receive the user activation email without being flagged as spam and without doing the whitelisting in the email system / domain
1 vote
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