1380 results found
-
Select All button in ACD User skills tab
When changing up skills for an agent on a temporary basis, it would be convenient to have a "select all" box at the top of the Active Skill column, rather than checking the box for every single skill. When needing to deactivate 30-40 skills, without removing them entirely, this is very time consuming!
2 votes -
WFM Pro - Have some place that shows what weekly rule a team member is assigned to.
Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to click through and find which weekly rule a team member may be tied too.
4 votes -
Create additional WFM Prebuilt Reports or Make WFM Data Available in Custom Reporting
Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are requesting prebuilt reports to be created, or to be able to be created as a custom report, to provide summarized and detailed data on adherence/schedules/forecasts/activity by agent and team.
3 votes -
Selecting multiple skills all at once from Supervisor Dashboard
The customer would like to be able to remove multiple skills at one time from Agents in the Supervisor console. Currently, admins are limited to selecting one skill at at time in the console and that is time consuming.
1 vote -
MAX agent lookup email addresses in corporate directory
When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.
2 votes -
Ring All Phones
My branches currently don't like using IVR's and only want all phones to ring in the branch. It would be nice to have a way to have all User Phones, Limited Phones and Apps ring at once when the main Branch number is called. Currently we can't use Call Queues as they don't allow Limited Phones and if I setup a user as a ring all, I can get user and limited phones to ring, but not app. This would be a great solution for small locations that don't need an IVR.
1 vote -
Better Audio Management in Studion
Having to create folders in central and then upload through studio causes some challenges - it would be nice to manage in just one spot.
1 vote -
DFO - routing by sender email domain
DFO - emails need to be routable using the sender domain. For example, yourname@ringcentral.com.
1 vote -
1 vote
-
Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!
All available ringtones are annoying. Everyone would love their personal flair.
1 vote -
Adding call ID information to the QM form.
The RC system has the ability to be able to look up interaction information based on the interaction ID for that call, using the contact history report. Currently that feature does not carry over to the QM form. You do have the option to add the Interaction ID to the form. It would be a huge time saver if the system would be able to pull that interaction information using the DNIS and automatically entering it onto the QM form.
2 votes -
Please add the Skill Type and the Team to the Interaction Details on the call recording.
This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.
4 votes -
Live CHAT Support
Useful to any live human being
2 votes -
WFM Pro - Hierarchy View within Schedule Manager
Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.
3 votes -
do away with Max Agent entirely
do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.
30 votes -
Be able to choose if business name or person name shows in contact list.
Some of my contractors, I would like their business name to show not the contact person at that business.
1 vote -
Ability to delete evaluations
Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
3 votes -
Add a filter to the Active Contacts Report in Contact Center
Need to be able to filter the Active Contacts report by skill. We have several VM skills and the managers want to be able to only see the active contacts in the skill they manage to see if there are duplicate VMs in the skill from the same number. I know you can export to a csv to filter, but we need it to be kept in the web GUI so that when we see multiple contacts from the same number, we can clear those contacts if the issue is addressed with the first VM that was left.
3 votes -
Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager
In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
1 vote -
Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time the call is handled. We have an average handle time of nearly ten minutes, so the Service Level widget not being updated until the call is handled causes us to not be able to make adjustments in real time to maximize our service level.
1 vote
- Don't see your idea?