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1359 results found

  1. Allow adjustments to a Local Connect Bucket

    Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…

    11 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Chat Feature to add to company website

    It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.

    1 vote
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  3. Independent Evaluation Not Tied to an Interaction

    We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.

    2 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  4. Contact Center - Add recordings to a skill without RING Engineering engagement

    I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. Scheduling tool similar to calenderly or mixmax

    I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.

    3 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  6. Allow Creation of Specified Groups in Contacts

    For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a segregated contact group for Vendor contacts.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  7. Add a KPI on Analytics to have a Disconnect Initiator

    I want to request to have a KPI on Analytics for Disconnect Initiator. For us to be inform if the disconnected call happened on our side or on the customer side.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  8. Additional logic operator for Report Template filters

    The current logic operators in CXone Report Template filters support =, <>, >=, <=, >, and <. Customers often need to include blank or null values or exclude them. Adding "IsBlank"/ "isNull" or "NotBlank"/"NotNull" operators would make this very easy. The current workaround is to open the exported file in Excel and manually include/exclude the blank values in the columns.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. Add Contact ID to the Audit Activity Report

    This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.

    10 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. Upload pics & maps to the Knowledge Base

    For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Max Call history too short

    Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  12. Allow people to look through contacts or do other non-phone call things while listening to voicemail

    This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Expand Dashboard Widget to full detailed view

    It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.

    2 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. AI/NLU for Voice Bots (IVR)

    AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.

    11 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Variable pane in trace mode should go to its original position when pressing ALT tab on Studio app using Windows computer

    When in Trace mode and you detach the Variable pane from the Trace pane (there are now two windows) the Variable pane doesn't track. If you Click an app that hides the Trace and Variable windows then ALT-TAB or click the Trace icon in the Task bar only the Trace window appears. The Variable window does not. It also does not show up in the ALT-TAB task list.Please refer to this link to see what the customer wanted to happen: https://www.dropbox.com/s/8afly5y5pxui98f/2022-05-04_11-34-52-Studio-TraceVariableDoesnotShow.mp4?dl=0

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. Please add multiple save options once an evaluation is complete.

    Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  17. Show the number of evaluations that have been completed in the Performance Monitoring next to the average score.

    Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  18. Give customers option to only have SLA calculate during business hours

    Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.

    7 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  19. Dialer (PC) removal of records without deactivating an entire list

    After I load a list the only way to make a correction is to deactivate the list and reload a new list. It would be nice to have a UI that can be used to remove a record, edit a record (change SCORE),etc....

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  20. On all UI screens make them expand as the available real estate expands.

    Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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