773 results found
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Add 911 as a speed dial on deskphones
To be able to have a faster way to dial 911 on the deskphones specially if there are kids and older people on the location
1 vote -
Call Center Live Transcription
Provide live transcriptions to call center agents, just like the EX users have. Agents in our call center cannot review transcriptions until the call is finished. This does not allow them to review any information live on the call until they have finished their conversation with the customer. Being able to reference context like addresses, names, or unique spellings provided by the customer would provide a better customer and agent experience. This would be a major quality of life change for the system.
1 vote -
add disposition to QA form
Add the Disposition to the QA Evaluation form. There should be reporting for call types associated with a QA Evaluation form.
1 vote -
Audio used for call recordings
It would be helpful if there would be an option for the customer to set their call recordings audio to either mono or stereo. Also, there should be support articles regarding the audio used for the call recordings in both EX, CX and Nice.
1 vote -
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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1 vote -
Option to configure multiple tones for dashboard notifications
Only one default tone is available, making it hard to identify which call queue triggered the alarm. There should be an option to assign different ringtones to different queues.
28 votes -
A Dark Theme for Ring Central
A Dark Theme for Ring Central would be nice for those who suffer tired vision due to the light the white background transmits.
2 votes -
Enable Simultaneous Calling for Queues
Currently there is no option within RingCX to have incoming calls ring agents simulataneously. It would be nice to be able to have this is an option within Queue routings so that it mirrors what customers get in the UC side.
As of now incoming calls go to all available agents one by one but would like to have all available agents being called at once for the one call first and having it picked on a first come first served basis (this will mean that this option will only be available if auto answer is off - to give…
2 votes -
edit callback time for callbacks
allow agent to edit the time set for a callback since miss clicks lead to not being able to dial the customer back.
1 vote -
Provide option to force log out users from MVP and CXOne at a set time
We have some users who forget to log out at the end of their shift which affects some of our reporting. Can you provide an option or setting which will automatically log out selected users at a set time.
7 votes -
Need a easy solution to update holiday for each call queue.
Need an easy solution to update the holiday for each call queue. It's taking more than 1 day to use the template to update the call groups. We can update the holiday time in one template and apply it to all, but we need to change the call-forward extension individually for each call group to the relevant store.
3 votes -
Check previous log times
Have the ability to check previous total log in time, filter by dates to check total amount of hours connected
1 vote -
Include the Live/Connected Abandon Rate on the FTC Compliance Dashboard
On the FTC Compliance Dashboard, the Abandon rate being shown is the Overall Abandon rate - inclusive of Voicemails, No Answers, etc. In order to really be FTC compliant we really need to see Live Answer Abandon Rate (what is referred to as Connected Abandon Rate in the widgets in real time dashboards).
1 vote -
son de notification
La notification de l'arrivée d'un tchat n'est pas assez forte, est-ce possible de changer le volume de la notification
1 vote -
Integrated scripting on digital queues
I would like to see integrated script support in digital queues (specifically Live Chat / Messaging) within RingCX.
Current Behavior:
Integrated scripts are available for voice queues, allowing agents to see contextual CRM data (such as a customer account link or customer identifier) within the agent interface during an interaction. However, this functionality is not available for digital/messaging queues. Scripts configured in Script Designer / Script Studio do not surface in the agent panel for digital interactions.Requested Behavior:
Extend integrated script support to digital queues so that agents handling Live Chat interactions can access the same CRM context they…4 votes -
keypad, DTMF, tone
There needs to be an option to turn ON/ OFF the DTMF tone (keypad sounds) when using the keypad on the desktop app and cell phone app. It currently is set to play the DTMF tone automatically and there is no way to turn it off without disabling the sounds on the device that you're using. This is highly distracting because the keypad sounds when you press a button are not in sync with the actual buttons being pressed if you are dialing quickly. The sound delay is especially distracting when entering memorized phone passcodes and phone numbers because you're…
1 vote -
Feature Request → Call Recording / Quality Management
I would like to request a feature enhancement in RingCX: the ability to play call recordings directly within the app, similar to how RingCentral allowed in‑app audio playback for auditing purposes.
Currently, we need to download recordings to review them, which slows down QA workflows. An integrated audio player would streamline call auditing, improve efficiency for Quality Analysts, and enhance the overall usability of the platform.
• Direct in‑app playback of call recordings
• Playback controls (pause, skip, speed adjustment)This feature is essential for teams performing regular call quality checks. Please consider adding it to the product roadmap.
1 vote -
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Real time showing Calls spilt out will provide beter live monitoring
No way to choose just inbound calls under Real Timne Agent Options (See Screen shot)
2 votes -
fax
More than one user should have the ability to see incoming faxes; matter of fact all users should be able to because all users can send them.
1 vote -
Ability to increase or change font and size on Real Time Dashboards - especially when hosting on a wallboard
Having the ability to change Real Time Dashboard fonts, colours and size would be really helpful especially when displaying on wallboards of various sizes.
1 vote
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