778 results found
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Record calls transferred from Contact Center to RingEX
Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa
4 votes -
Reinstatement Of Previous QM Forms Scoring in Contact Center
Details of the enhancement:
We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
CX One QM - Can you have more than 100 points possible on an evaluation formSpecifically, we are referring to the ability to:
Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.
Critical Sections: The ability…
4 votes -
Do what you say you’re gonna do
When I spoke with your sales rep, they told me that it would take them a couple of days to look into getting the number that I want and that they would get back to me that was five days ago. Somebody from your company called me a couple days ago to onboard me when I asked about acquiring a number they had no clue what I was talking about. This is not a good first impression of your company. You guys need to have better communication within your business.
1 vote -
RingEX Agent Status Report
This request is to add a historical report of agent status in RingEX Analytics.
The only way to check for the agent status is through the Live Report, however, we need a historical report of the statuses so that customers can better manage the users.
5 votes -
Overflow Group Display Settings
Customer would like to have a feature where in the display settings of initial call queue will be reflected if the call was transferred to overflow group if the maximum wait time is reached.
2 votes -
Bulk download all devices and digital lines
Option to bulk download all devices and digital lines so customers don't need to contact us if they need to retrieve the file
2 votes -
RCEX - Ability to choose a queue to answers call from
Ability for the agents added to multiple queues to choose which queue will they answer calls from. Other than just accepting the queue.
2 votes -
Allow the ability to view calls waiting and phone numbers in call queue
Enhance live reports from call queue to include number of calls waiting and phone numbers of callers
4 votes -
Restrict Email Updates to Authorized Domains in User Profile
Feature Request: Restrict Email Updates to Authorized Domains in User Profile
Description:
Add an option in the RingCentral Admin Portal that allows Super Admins to enforce email domain restrictions for extension profiles. This feature would restrict users from updating their email addresses to ones outside of the company's authorized domains. When enabled, if a user attempts to enter an email address that is not part of the pre-approved domain(s) (e.g., @company.com), the system will block the update and display a notification explaining the restriction.Features and Capabilities:
Domain Restriction Setting for Email Updates: A setting within the Admin Portal under…13 votes -
Exporting detailed IVR flow including the user extensions phone number
The customer is requesting an option to export the IVR phone tree, which it includes the specific phone numbers and user extensions used in the IVR key presses.
5 votes -
Dark Mode for Contact Center
Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!
22 votes -
Automatically Add and/or Remove Shared Voicemail Extension
Option to add or remove the user shared voicemail if they are out of office
2 votes -
Emergency response location as potential breach of GDPR regulation
Admin users are able to view standard users' emergency response locations, which may be considered a potential breach of GDPR regulation
5 votes -
end-of-call feedback collection option
Requesting to add end-of-call feedback collection option in the system that will give supervisors the data on the quality of the work by the call agent.
1 vote -
2 way presence sync on NICE InContact and Engage Digital platforms
The request is from agents who would like to remain UNAVAILABLE after completing the email. Sometimes, they are preparing to go on BREAK or LUNCH or to end the day and want to finish that last email without being pushed another one. When they are pushed that next email, they would have to get out of ROUTING MODE and go into INBOX MODE and will have a missed interaction. Or, their Max Agent becomes AVAILABLE and is pushed a skill call and they can not reject the call.
2 votes -
Self-Audits
Please allow self-audits to be assigned by planner. Thank you.
1 vote -
CXone Agent - Ability to view 'Coming Up' schedule events
Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown.…
3 votes -
DFO Case Automatic Reply Built-In
It is not possible in DFO Automation Rules to set a case to the state of "NEW," which is obviously deliberate. However, to send an automatic reply to a client on a new case ('Thank you for your email...'), the automation must set the case to OPEN (because 'NEW' does not exist as an option), otherwise the case is set to PENDING (because we sent a message on the case). Since we will likely never be able to set a case to NEW through Automation Rules, we should instead be able to have a built-in Automatic Reply feature, similar to…
1 vote -
Add Activity
When you add an activity code to a schedule you choose the code then the timeframe. If I go back and change the code after selecting the timeframe it changes the timeframe to a 15 minute interval. The timeframe I entered shouldn't change just because I chose a different activity code.
2 votes -
Meeting Scheduler
In meeting scheduler the current duration is required in minutes (ex. 420 minutes). Calculating minutes for an all day meeting seems archaic. There should be a drop down to choose hours and minutes or at least be able to choose a start and end time i.e. 9:00am - 4:00pm.
1 vote
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