259 results found
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Separate Email and Call Handle Time Metrics
Current Behavior: Currently, within the Contact Center, email handle time and call (talk) time are being grouped together into a single "interaction" metric.
Requested Feature:
Please separate email handle time and call handle time into distinct, independent metrics within the reporting dashboards.Business Impact & Use Case: Grouping these two entirely different communication channels into one metric prevents accurate tracking of agent performance. Resolving this issue as soon as possible will allow contact center management to:
Accurately Measure KPIs: Track true handle times based on the specific channel being used.
Improve Agent Evaluation: Fairly assess employee metrics without the data…
11 votes -
Allow RingCentral App to Place Outbound Calls While MAX Agent Has an Active Call on Hold
Currently, agents are unable to place an outbound call directly from the RingCentral App while an active call in MAX (NICE inContact) is on hold.
This workflow was previously possible using older RingCentral App/Desktop App versions but is no longer supported in the latest releases.
Business Impact:
- Agents frequently need to place outbound calls while keeping a customer on hold (e.g., contacting another department, supervisor, vendor, or third party).
- This workflow is no longer available after upgrading to newer RingCentral App versions.
- Customers who relied on this functionality have experienced workflow disruptions.Requested Enhancement:
Restore the ability…8 votes -
Assign multiple skills in bulk to new users
Would be helpful to have an option to create a "profile" of skills to be able to assign multiple skills to a new user all at the same time. Currently, we have to assign all skills (60+) to each user individually. If you could lump all the skills a new agent will need and then assign to that agent at once, would save a lot of time.
6 votes -
Agent Session Logout When Closing MAX Agent/CXone Agent Due To Network Disconnection
Customer requested to automatically logout the agent if the agent experiences network disconnection and closes MAX Agent/CXone Agent app to prevent the agent from getting refused calls.
38 votes -
Ability To Search Using Extension Number in External Directory Sync Search on CXone Agent
Details of the enhancement: Ability to search using user extension number in the External Directory Sync search on CXone Agent.
What problem are you trying to solve or what problems does the current functionality cause? It will be easier for the agents to search using user extension number or call queue extension number rather than typing the actual name as it is time consuming. I already raised this case to NICE CXone and their R&D team advised that there is no immediate plans to introduce this functionality. However, they have added this request to their product backlog for future consideration.
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10 votes -
Agent Idle Timer
Like an option for users to keep their idle time when in que. Use Case is we have associates in sales that can be waiting for call say waiting for 5 min and next in line to get the next call from a que. Issue is they can get a call directly and that will restart timer to get a queue call. Like to have it so a direct call won't restart the timer and move them to last in line. This is in both Max Agent and Cx One Agent.
23 votes -
Real-Time Queue Status Visibility for Agents
Description:
Feature Request: Enable agents to view the real-time status of other agents in the queue.
Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.
Details:
Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
Use Case: In a small office…116 votes -
Searching names in Userhub
When searching for a name like Chris it shows 2 agents. Then what looks like it loading for load more. Have to click on the "load more" to see more. Would it be possible to get it show as button to press to know?
21 votes -
Ring CX Salesforce Embedded App - Add VM
As an end user, we have Ring CX Salesforce embedded app. I want to be able to see and listen to voicemails in the Salesforce Ring CX app and not be directed to the Ring Central app to listen to my voicemails. The Ring EX has this functionality where Ring CX does not.
19 votes -
Sent to VM transfer Icon
In Nice CX one agent searching a associate and selecting the corporate directory next to phone icon like option to transfer to voicemail. To clarify like to have two options one to call and another to transfer just to voicemail and not call the user.
20 votes -
In the new CX one agent and changing filter to just Corporate Directory nothing shows.
In the new CX one Agent selecting from All to Corporate Directory no users show. Like to be able to change filter to use and select to make calls. The other filters works but not Corporate Directory.
20 votes -
Real Time Dashboard Updates
Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.
48 votes -
MVP & Max Launch As One
Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.
37 votes -
Admin - Groups - Agent Status Filter
When adding agents to a group, add the capability to filter by agent status for time saving and process streamlining.
4 votes -
Proactive Caller ID Reputation Monitoring and Remediation for RingCentral Contact Center
Description:
Request a feature that proactively monitors outbound Contact Center Caller IDs for reputation or carrier-side blocking issues and alerts administrators before agents begin experiencing call failures such as “Bad Number.”The feature should ideally:
Detect when an outbound ANI is being rejected by terminating carriers due to spam/reputation analytics.
Surface the affected Caller ID, carrier response, and reason code in the Admin Portal or Contact Center reporting.
Identify when an ANI is using less than full STIR/SHAKEN attestation.
Provide guided remediation steps or direct links to applicable caller-reputation registration/redress services.
Allow administrators to review the reputation/attestation status of all…2 votes -
Answer Calls through MVP
The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.
34 votes -
2 votes
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Allow for Call Tags to be Required
In CXOne Contact Center, you can require a disposition to be filled out after working each contact. We would like to see CXOne Contact Center also give this option for tags.
2 votes -
Calling in Agent, Show Unavailable State
In MAX, when dialing another MAX user, if they are Unavailable, it shows the Unavailable code (examples like ACW, Lunch, Meeting, Break, etc.). In Agent, when dialing another Agent user, if they are Unavailable, it just shows "Unavailable."
Because you can dial another contact centre user while in an unavailable state, being able to see the state the other user is in it critical based on business processes of when you should call.
2 votes -
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size. The current version takes to much screen area.
1 vote
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