1472 results found
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Restrict BU Access by Role in Contact Center
Would like to restrict BU access for reporting inside contact center. Right now, the current state is: you either have full access to the data in reports or you don't. Customers would like to be able to alter these permissions somehow by role or by Business Unit itself. Need a way for admins to have more flexibility with reporting access all around. Please look into this further for development.
1 vote -
Admin role to have ability to log out agents
An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.
7 votes -
Internal Call Only for Contact Center
The customer would like to have an option for an Internal Calls Only User(without Domestic Call) to be able to receive calls from their Contact Center account.
5 votes -
Ability to export Agent Script from Studio
Need the ability to export Agent Script from Studio so they can be shared and imported.
27 votes -
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less import
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less important out of view. Also, hold these settings and UNCHECKED columns for future agent sessions.
1 vote -
QUEUE WAITING TIMES
When I am transferring a customer to another queue, it should show me the waiting time on that line. I am then giving the best advise to the customer they then have a choice if they want to wait or call back later at a not so busy time
1 vote -
RingCX AI Driven "How Can I help you" Chat
AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.
A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…
3 votes -
Scheduled timed callbacks should be incorporated into an outbound campaign for an entire team, not scheduled for a specific agent.
If you use a disposition for a scheduled callback, this will be assigned to a specific agent who must check their "Callbacks" throughout the day. This is not as productive as having these scheduled callbacks populate into an outbound campaign, so that they are integrated into the blended voice workflow.
1 vote -
Caller ID Name For NICE Contact Center
Caller ID Name For NICE Contact Center
With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
Yes clients can dip into CRM or Build a Address Book to dip into…8 votes -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.7 votes -
Display Caller ID Name On MAX Agent
Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)
4 votes -
RingCX Queue Event- Alarm Notification "send to device"
It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…
8 votes -
outbound caller ID for 911 calls handled
The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.
1 vote -
Max Q Data in RingCX Custom Widget
To have the option for Max Q under the Data tab in RingCX Custom Widget.
2 votes -
Shared Contacts
Shared Company Contacts should be easier to integrate and manage. The CSF management is too cumbersome. Requiring the country code in the phone number is a non-starter for us.
Would like to see an API and Zapier to External Shared Contact management/syncing.4 votes -
self evaluation
I would recommend a setting that would allow collaborative and self-evaluations by the employee without providing access to interactions by other employees. This limitation prevents some customers from using these great features.
1 vote -
agent name to show up if an internal max agent user called in.
- A max agent user will call a RingEx extension directly
- The max agent user name should show up as caller id in the Ringex end
1 vote -
Disable Redirect Post-Call when using Zoho Embedded Agent
In our Zoho Embedded Agent, when our agent completes their call the, "call detail" window pops up and they must manually close it on every call, which could happen up to 6k times per day based on outbound call volume . The RCX Product team has mentioned this is expected behavior. We would like a coding change or setting to allow disabling this popup, preventing workflow delays.
1 vote -
Audit Appeals
Enable a feature that would allow a new designated individual to pull an appeal that is pending in someone else's tasks to be completed. This will help if an individual responsible for appeals has left the organization, is out on PTO or on an extended leave and an appeal in their inbox needs addressed.
1 vote -
Quality Planner/ Pausing a Planner
Enable a feature that would allow QM to pause a planner for individuals on PTO or leave.
1 vote
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