800 results found
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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 -
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 -
2 votes
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Retrieving Call logs and SMS
Ability to retrieve Call and SMS logs from a reassigned extension.
6 votes -
Placing multiple calls on HOLD
Having a capability to put 4 calls or more on hold using RingCentral app or Deskphone.
2 votes -
call notes visible across users
My colleague and I have a shared list of clients that we work from. It would be very helpful if there was a way to see the AI generated call notes between both of us as users. For example, with the shared SMS we can see what messages have been responded to by one another. However if we get a call in our shared queue, I cannot see the notes if she took the call, and she cannot see the notes if I took the call. Being able to make them visible to one another would help us mark calls…
2 votes -
a toggle for agents to ta a breath and still get paid to inform or ask question on a particular survey or ask question.r ask questions
A toggle for agents to ta a breath and still get paid to inform or ask question on a particular survey or ask question ask questions kind of like a pause button.
1 vote -
I think it would make thing much easier for the agents if there were a calandar excessable etc. For us to keep track. Thank you!
I think it would make things much easier for the agents if there were a calendar accessible, such as a new tab inside the campaign where we can choose which month to view and how many hours we had for each individual day, so we can keep track more easily. Thank you! L
2 votes -
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 -
Incoming call notification ringing time
When we receive a call, it rings for very less time. This time should be increased.
1 vote -
Dark mode option for the screen interface.
It would be helpful to have an option to change the interface into a dark mode for user's with sensitivity to blue lights and other vision impairments.
1 vote -
feedback management (satmetrix)
Ability to be able to download / extract audio feedback from the customer using satmetrix.
1 vote -
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 -
stop the "this call is being analyzed by AI" its annoying af
that would be all and stop the "please continue to hold" too if u can lmfao
1 vote -
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 -
auto populate agent data on the post call survey
customer should have an option to setup on how to auto populate agent data on the post call survey
1 vote -
CXone Agent presence synchronization via MS Teams (Version 2.0)
CXone Agent presence synchronization via MS Teams (Version 2.0)
With the CXone and MS Teams 2.0 presence sync feature, an agent's status will mirror their active CXone call state in MS Teams. This real-time synchronization prevents calls from being routed to unavailable agents. It avoids getting refused calls.1 vote -
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
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