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1491 results found

  1. 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 →
    How important is this to you?

  2. 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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  3. 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 →
    How important is this to you?

  4. 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 →
    How important is this to you?

  5. 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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  6. 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 →
    How important is this to you?

  7. 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 →
    How important is this to you?

  8. 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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  9. 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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  10. 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 →
    How important is this to you?

  11. 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 →
    How important is this to you?

  12. 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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  13. 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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  14. RingCX Agents using MVP

    Add RCX Agent integration with MVP on the backend. The Video could be launched from Chat or its own Web link. It would be helpful for the Customer to be able to toggle video on or off while the agent is live to the Customer.

    7 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Need reports extracted immediately after 00:00 Hrs EST

    Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with correct data

    2 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  16. Modification to UI in User Hub

    For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…

    7 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  17. CNAM for RingCentral Contact Center

    CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.

    13 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  18. Embed agent into RingEX

    The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.

    50 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
    How important is this to you?

  19. Add additional fields on the Engage Voice Login screen for users with multiple agent choices.

    See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they needed to work. Then we were forced to link their accounts to Service.RingCentral. This changed all their login names to be connected through one login email. On the attachment, you will see when they login they have the option to choose which user they want, but the information displayed is not detailed enough to determine which one to choose. I…

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. International - CC minute bundle SKU and minutes credit bundle

    The request is for more simplified pricing for International Minute Bundles for Contact Center

    1 vote
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?
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