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1527 results found

  1. Callback feature: add the ability for caller to record their name/message for support call back feature

    When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?

    14 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  2. Allow agents to place outbound calls in maxagent while on wrap up status

    users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  3. Central Dashboard to allow all employees to view

    I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…

    4 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  4. Granular permission Rules

    Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. Admin Hierarchy Changing in Engage Voice

    Currently if you delete the parent admin you have the ability to move its children to be under a different admins or put them in the root.Can this ability to move admins be implemented as an option without having to delete accounts.It would be very useful from an organizational standpoint as people join, leave, and move within an organization.

    2 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. The login page for CXone Call center ringcentral.nice-incontact.com does not support SSO login, please add it

    You can access the SSO login by going to https://cxone.niceincontact.comhowever the SSO login does not appear if you login at ringcentral.nice-incontact.comIt should forward you or pop up the SSO page if that is configured on the account. ThanksZach

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. Audit trail for OB Skill Control

    For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. QM Form to Enable Ranking on Form Sections

    Currently, ranking is only enabled for the entire QM Form. Many customers would like to have ranking enabled for each section in addition to ranking of entire form.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. Option to place agent in unavailable state when working DFO interactions

    Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.

    9 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. Engage Voice - Outbound EV calls should not be interrupted by inbound MVP calls to the agent

    Customer would like option to not allow inbound MVP calls to EV agents if they are on a call already

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Engage Voice - Add option for agents to return to an afterwork state automatically when disconnecting an outbound call

    Currently when EV agents make an outbound call and disconnect, they are returned to the agent state from before the outbound call. Customer would like an option to default to an aftercall state rather than having to manually set the state after dialing.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Ability to monitor and record agent screens when agent is in unavailable state

    Details of the enhancement: Customer/Supervisor would like ability in supervisor application to monitor and record agents screens when agent is in an unavailable stateWhat is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? This will help solve problems with agents being off task during working hours.What steps did you take to get there? Verified with NCX product documentation that the live screen monitoring tool through the NCX supervisor application currently does not offer this featureHow do you want…

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  13. Workforce Management (WFM) Agent Notification of Upcoming Schedule Change

    We would like to see a pop-up that reminds agents of an activity change in their schedule. This feature should also incorporate a configurable reminder time for advance notification, as well as an overdue notification. This could also be used with supervisors to receive notifications about schedule adherence. It would be great if these notifications could also be tied into mobile application notifications or email and SMS.

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  14. Show complete list of skills when modifying the service level widget, adding ACD Skill filter

    Details of the enhancement: When modifying the service level widget and adding the "ACD Skill" filter, the complete list of skills does not show.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? If you want to edit the skill list, it is not convenient if you are unable to scroll through the entire list.What steps did you take to get there?-Go to "Dashboards" module-Go to "Janet's Dashboard"-Find widget "Service Level"-Click 3 dots > Settings > Click drop-down…

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  15. We need a contact center admin app for mobile devices

    if you are an admin of the contact center, you should be able to login and view the dashboards etc.

    3 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  16. I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

    Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

    5 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  17. RCCC & MVP - Allow to ratio of CC to MVP mapping to not solely be 1:1

    7 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. 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.

    8 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  19. Add Comment Box to My Tasks Page

    We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. 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…

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