417 results found
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Quality Planner - send an interaction to 1 planner only
Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
6 votes -
MAX Agent: Customize layout size when taking multiple chats
When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite an agents personal preference of the layout in MAX Agent.
6 votes -
CXONE User Access Overview
We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/time a user, mostly Managers, supervisors, admin, etc. accessed the CXone application by itself. We are currently able to see last log in for accessing the Max Agent/Salesforce agent, but not for accessing just the CXone Application. This would be great if we could something build like you did with BI…
6 votes -
Allow scheduling of prebuilt reports
We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.
6 votes -
Skills Template
Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be assigned to versus having to go through and manually attach those skills which can be very time consuming.
6 votes -
Ability to Add Holidays in Pulse Contact Center
Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.
6 votes -
Grouping & Organizing Contacts in "Favorite Contacts" and the "HUD"
It would greatly enhance usability and efficiency if users had the ability to organize or group contacts within the "Favorite Contacts" section and the "Heads-Up Display (HUD)" in the RingCentral platform.
The implementation of this feature would allows users to create custom groups or folders within both the Favorite Contacts list and the HUD. This would allow for better organization, quicker access, and a more intuitive user experience—particularly for users who manage a large number of contacts, departments, or teams.
Suggested Examples could be as follows:
--Department Grouping: A receptionist or operator could group contacts by department (e.g., Sales, Support,…5 votes -
Porting Numbers from Local Phone Provider in Japan or Korea to RingCentral
"I tried to porting-in phone numbers from local phone Provider in Korea and Japan to RingCentral in 2023.
Unfortutately, it did not work.
I am wondering if there is any update on porting numbers in Korea and Japan."5 votes -
To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.
When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser…
5 votes -
Bulk Upload / Template in uploading or updating Company Emergency Response Locations (All Sites/ per sites)
Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)
5 votes -
Contact Center - No Hold Music when truly "on hold"
When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller, the ability to hear music or messaging while "on hold" disappears. The same is true for each part of our IVR within the contact center.
5 votes -
Monthly view in schedule manager
Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
5 votes -
Max Agent Click to Dial, from Browser/desktop
A simple but very useful feature to have.
5 votes -
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 -
Contact Center - Disposition Coding Pop Up into window
To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.
5 votes -
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 -
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 -
Adjust the Default Subject Line for Emailed Chat Transcripts
When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can include our company name. For example, "Company Name Chat Transcript". It's common for companies to have a live chat system and it's unclear where the email is originating from at a glance with the current subject line.
5 votes -
Schedule Prebuilt Reports, and add their data field to "Data Downloads"
Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.
5 votes -
Add Actual SLA to SLA ACD Widget on Dashboard
We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SLA's that we have set.
5 votes
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