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1472 results found

  1. QS and pick-up rate with decimals

    Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.

    3 votes
    0 comments  ·  Other  ·  Admin →
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  2. Request for Digital Interaction Transcripts

    There are no Digital Interaction Transcripts in the product.

    6 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Manual Outbound SMS

    Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.

    4 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  4. Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report

    We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422

    3 votes
    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  5. Timezone option for Engage Voice Historical Reports

    In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports

    6 votes
    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
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  6. CXone Supervisor > Live Monitoring > Activity States

    My concern is the state of START populating in Live Monitoring when the state should be Unavailable. There appears to be an issue with Live Monitoring not updating the state or refreshing the state.

    Within UserHub's CXone Supervisor > Live Monitoring > Agents > Activity > States, we can currently see Available, Working, and Unavailable states with time-stamps (Start Time). The previous version of Supervisor included "Logged In" with time-stamp and "Logged Out". Our users found this information beneficial and a significant time-saver compared to running prebuilt reports to obtain the same information. We would like to see "Logged In"…

    2 votes
    0 comments  ·  Contact Center  ·  Admin →
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  7. Allow dispositions for messages engaged from an Inbox folder

    There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.

    3 votes
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  8. See Changes in the Projected Dashboard

    Details of the enhancement: Customer wants to put a feature enhancement request for the new Dashboard where in when he tries to share the Dashboard to other agents via Project mode, the agents need to see the changes that he made on the Dashboard real-time.

    What problem are you trying to solve or what problems does the current functionality cause? For agents to be able to see the changes made in the shared Dashboard via project mode

    What steps did you take to get there?
    1. Login to Contact Center portal.
    2. Click Applications>Dashboards.
    3. Select desired shared dashboard from…

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  9. Ready PENDING-ERR leads

    When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.

    6 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Hide queue/aux status of agents from Max's Address Book/My Team list

    This is not to show the current status of an agent from Max's Address Book/My Team list from an agent's display. This is for the purpose to avoid call avoidance and other acts that dodges the queue.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  11. Change State in PD

    Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  12. Collapsable Customer Identities List

    When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  13. Ability To Dial Out User Extension Number in CXone Agent

    Customer wants to have the ability to dial out other agents or user extensions on CXone Agent in Contact Center. Currently, customer can only dial phone numbers on CXone Agent.

    1 vote
    0 comments  ·  Contact Center  ·  Admin →
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  14. Inbound SMS to appear on all logged in agents

    When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.

    1 vote
    0 comments  ·  RingCX  ·  Admin →
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  15. Voicemail Override

    When the dialer detects an answering machine, it only allows the button that they click to appear for a maximum of 20 seconds and sometimes it takes longer than this to get to the end of the donor’s answering machine intro for them to be able to click (if they click the button halfway through the donor’s answering machine intro, the pre-recoded message they leave will be cut off at the beginning). All this to say, we are wondering if we could see with RC if the maximum seconds the button appears for could be increased

    2 votes
    0 comments  ·  Contact Center  ·  Admin →
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  16. Require option to select ALL the Emergency Response Location on Bulk Enable Template

    Require the option to select ALL in the Emergency Response Location on Bulk Enable Template. This is just to provide ALL the locations within the Template download in Excel. I realise that it is restricted to only 50 at a time but it is quicker and easier to add them in Excel than on the RingCentral Platform.
    But basically see my screenshot attached I would just like the option to select ALL option for the Emergency Response Location similar to what you can select on the Role or User Template so that when Bulk uploading I can choose the correct…

    1 vote
    0 comments  ·  Other  ·  Admin →
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  17. Monitor live incoming calls to a queue as soon as it comes

    The ability to automatically monitor live inoming calls to a queue as it comes

    3 votes
    0 comments  ·  Other  ·  Admin →
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  18. Ability To Add Notes When Transferring Call In MAX Agent

    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
    0 comments  ·  Other  ·  Admin →
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  19. Add Blackout days for Timeoff

    Have the ability to add blackout days so the system can automatically deny time-off requests if these dates are requested.

    2 votes
    0 comments  ·  Contact Center  ·  Admin →
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  20. No Roles showing on Main Account Role page

    Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".

    6 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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