739 results found
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Restrict Access For RC Desktop App Contacts Favorite
By default, all users have access to adding favorite contacts. However, when a customer unchecks the "Include User in Company Directory" option under user details, the name disappears from the company contacts. Users still retain access to adding favorites. The customer's request is to implement admin-controlled access, allowing administrators to determine which users have the ability to add favorites.
1 vote -
Ability to Initiate Conference Calls from the RingCentral App to a MAX Agent
At this time, the RingCentral App does not support initiating conference calls directly with a MAX Agent. Currently, there is no capability to merge calls between the RingCentral App and a MAX Agent. We would require this functionality to enable seamless call merging between the RC App and MAX for improved call handling and collaboration.
3 votes -
Supervisor View, Show Agent Unavailable State
In Supervisor > Live Monitoring, you can observe and click on various Skills. Doing so brings up a sidebar to show agents assigned/inactive on that skill. The agent listing there goes through the agent name, their proficiency, and time in state - but does not identify what state the agent is in. There is an icon for Available, Logged Out, Working and Unavailable - but there are various Unavailable states, including ACW. Being able to see from this view which Unavailable State alongside the time would make skill management easier, as presently, the supervisor needs to move to the Agent…
1 vote -
Deailed Call log in RingEX for Transferred Calls from Contact Center
In scenarios where Contact Center agents perform a cold transfer to a RingEX call queue, the RingEX call logs only display the Contact Center main number as the calling party.
At this time, RingEX does not capture or display the individual Contact Center agent information for cold-transferred calls in the RingEX call logs. As a result, the specific agent who transferred the call is not visible once the call reaches the RingEX queue.
2 votes -
Adding a signature to the replies to emails in Ring.
We need a way to auto add a signature to email replied in Ring. Cureently we have to copy and paste our signature to each email.
1 vote -
Severity Level- Display on the main view of the "My Case Portal" and on the "Case Details" Page within support portal
Severity Level- Display on the main view of the "My Case Portal" and on the "Case Details" Page within support portal. Today we are not able to see how a case is classified in terms of severity level. This makes it difficult to manage our expectations as customer in terms of SLA and general prioritization/urgency of any given case.
3 votes -
I would love if there was a sound notification for a call in queue. If Im not on that screen, I miss calls in que
I often work on multiple screens. So, sometimes I miss calls in queue because I am on a different screen. If it could ring when theres a call in queue or other sound notification that would be great!
1 vote -
have a copy button next to account number and house number for easy transititon
add a copy button next to the account number and house number for easy 1 click so we can transition faster
1 vote -
Route customer replies to a digital email interaction to the agent that replied to the original message.
When an agent replies to a contact center email and dispositions the message it closes out the interaction, if the recipient replies with follow up questions the contact center creates a new interaction that would queue to another available agent. If there was a setting that allowed replies to route to the original agent that replied to the initial email it would allow the sender to correspond with a single agent start to finish which in the event of troubleshooting or a customer service issue leads to increased customer satisfaction with the service received.
1 vote -
Ability to remove dispositions from skills in bulk
Recently, I was tasked with finding and removing 4 call dispositions from 63 individual skills. These had to be filtered manually on each call skill then removed (thankfully I could remove all 4 from each skill I interacted with in one go). This took me some 4hrs to complete between issues with navigation, filtering and a few instances of not saving so having to repeat the steps. The loading time between pages of dispositions was also a major factor.
This is terribly inefficient and rather counter intuitive as I can see the skills a disposition is assigned to but cannot…
1 vote -
fax
Ability to backtrack sent faxes more than 30days
1 vote -
Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Would be nice to be able to set up closures in advance for like meetings or trainings.2 votes -
Automated Cold Call Script
Automated Cold Call Script , to improve efficiency, Automates the greeting, saving time for the agent to focus on the conversation. and you will have a clear and confident speech on every call.
1 vote -
Scorecard Order of Questions & Inserting New Questions
Allow scorecard questions to be reordered. Currently in order to group or reorder questions, the questions must be deleted. As needs change some old questions are sometimes removed and new questions must be added. It would be nice to be able to arrange the order of questions by dragging them to a new position, and to be able to insert a new question anywhere in the list of questions.
1 vote -
Allow agents to get their log in and log outs as an EXCEL sheet.
Have a download buttons that allows you to get your log in and outs as an excel spreadsheet.
1 vote -
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.
18 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?
20 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.
20 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.
19 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
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