1472 results found
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Historical Dashboard Report Schedule
Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.
3 votes -
Support Arc Browser
Support Arc Browser when trying to submit RingCentral Ticket
1 vote -
Custom Fax Cover Sheet
Please add the "Notes (optional)" field to any custom fax coversheet. At present, it only shows up on the templates provided. Once a custom coversheet is uploaded, the field disappears. Senders need to be able to add notes/comments when they have their own Custom fax cover sheet.
3 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
2 votes -
Text Rules
Just like how we can set up call rules there should be a text rules feature as well so that I can add my work hours. I’ve gotten texts from clients that are non-emergency at 3 and 4 in the morning that I shouldn’t be notified for outside of work hours. I don’t want to go into the app and set my status as Do Not Disturb every single day. I suggest text rules being added as a feature.
3 votes -
custom reports in engage digital
Ability to create custom reports to recreate certain reports with added data
1 vote -
CxOne Agent -Directory list not automatically displaying
When one clicks on the directory name – the list does not display. The user has to click into the search bar and hit enter to have the list displayed for that directory. Unlike in MAX where all are listed a directory is selected
1 vote -
Screen size CxOne takes up the entire screen
We believe there is an opportunity to optimize the space utilized. Typically, we are accustomed to having a sidebar for Max Content, which updates dynamically when a call is initiated. This sidebar is approximately three-quarters the size of the current box we are using. See Screen shot VC Large Screen
As we start adjusting the dimensions of this box, we realize that it limits the amount of visible information. For clarity, we are currently operating on three monitors, with one smaller monitor dedicated to RingCentral and Max Content. Personally, I would appreciate a layout that more closely resembles the current…
1 vote -
CxOne Agent need list of skills to transfer
Currently when comparing Max with Cx Agent. No option to select a skill once a user hits Transfer- (In MAX, you can hit transfer and the skills options shows up). Agents are having to dial the full 10 digits of the skill they want to transfer too. This is causing a slowing down of productivity as Causing slowdown and its just not as easy as when in Max you just select the skill and transfer
1 vote -
improved accessibility options in the supervisor view
Affected user is vision impaired, and therefore utilizes accessibility features to navigate their PC. They have no mouse and rely on keyboard commands and shortcuts to navigate. On the legacy supervisor view, agent was able to navigate with ease and make adjustments/supervise agents as needed. Ever since moving to the new supervisor view, the agent has been struggling to perform some aspects of their job. User can search and select users, but cannot adjust the proficiency of users with their set up. Also, they cannot select the elipses on an agent to live monitor them. There's a few other issues,…
1 vote -
Support Edge Browser
Currently Edge is not supported. Request to have it officially supported.
15 votes -
DFO Scheduled Reporting
Add the ability to schedule DFO reports to run and deliver to an email or file share in Contact Center
3 votes -
WFM: PTO Request Limits
Would be ideal to have the ability to change the group allowances for a forecasting group based on the seasonality (time of year) rather than being forced to have all Mondays the same no matter what quarter or date it falls on. ie Q1 we would have minimal PTO allowed, Q2 we would increase PTO allowances and this would continue Q3 & Q4.
1 vote -
WFM: Meeting scheduler needs to take into account the forecast & coverage when scheduling off-phone activities.
Based on the training we received, we were told that the meeting scheduler ONLY looks at agent schedules when trying to schedule an event and does NOT take into account the forecast or coverage which is a critical piece to scheduling off phone activities. Ideally, the tool would be able to take all views into perspective when scheduling the meetings.
1 vote -
WFM: Prefer to see a working wait list within NICE IEX.
A wait list for time off requests that are not approved which will allow agents to view their position on the waitlist and periodically recheck for auto-approval (which is another improvement idea).
1 vote -
Allow Super Admins to have a non billable agent account for testing
Enable Super Admins to access a non-billable agent account specifically designated for testing purposes. This account will allow Super Admins to simulate agent activities, troubleshoot issues, and test system updates or changes without incurring additional charges or affecting billing metrics. By providing a non-billable test account, Super Admins can ensure that workflows, new features, and platform configurations are thoroughly vetted, improving the reliability of the overall system and enhancing the user experience for all agents.
1 vote -
WFM : Set holiday allocations per consultant
Work Force Manager : We need the ability to set holiday allocations per consultant .
Consultants can accrue holidays beyond length of service.
i.e. buy/sell holiday, be given TOIL etc.1 vote -
Interaction Details does not match Agent disposition dashboard data
The Interaction Details from the historical reports display the actual data for agent dispositions. However, when reviewing the Agent Disposition in the historical dashboard, there is a discrepancy: some agents' data appears correctly, while others do not. Despite agents claiming that they tag every call with the corresponding disposition, the two reports should provide consistent results.
2 votes -
Customer Profiles syncing over after being filled out
Once we fill out the customer's profile information, can we get it to where the next time the customer calls, it shows their name instead of the phone number they are calling from.
1 vote -
Direct agent routing / prefered agent
We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.
Use case : account manager would be the prefered agent based on the customer who call.
At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature…4 votes
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