691 results found
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Show the number of evaluations that have been completed in the Performance Monitoring next to the average score.
Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.
1 vote -
On all UI screens make them expand as the available real estate expands.
Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.
1 vote -
Dialer (PC) removal of records without deactivating an entire list
After I load a list the only way to make a correction is to deactivate the list and reload a new list. It would be nice to have a UI that can be used to remove a record, edit a record (change SCORE),etc....
1 vote -
Use RingEX minutes for contact centre outbound dialling
The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.
13 votes -
More Flexibility in WFM Pro
It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.
3 votes -
Tiered Dispositions
The request is to have the ability for tiered or nested dispositions. Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition. For instance, when disposition is selected, then a 2nd drop-down window is presented to allow the agent to choose from the secondary list. When dispositions are required, allowing an option to require TAGS would also be helpful as well.
10 votes -
International - CC minute bundle SKU and minutes credit bundle
The request is for more simplified pricing for International Minute Bundles for Contact Center
1 vote -
Time off Request Annually- to be able to approve without regenerating the schedule and publishing
Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated scheduled without having to regenerate a forecast and publish a new schedule.
3 votes -
Independent Evaluation Not Tied to an Interaction
We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.
2 votes -
Enable syncing of contact/address book across all users
Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company
128 votesImplemented ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
Learn more about managing the shared directory of external contacts here!
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Give both transferrer's details and the number being transferred to the receiving agent
Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…
1 vote -
Expand Dashboard Widget to full detailed view
It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.
3 votes -
IN PC your data does not include Agent Name and ID for all dispositions or classification
The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur
1 vote -
Hour of Operation Status Column for "Open" or "Closed"
Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.
2 votes -
API library for Real Time Interaction Guidance
There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.
9 votes -
Replace interaction function.
A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.
1 vote -
Duplicate QAs
We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.
1 vote -
Need reports extracted immediately after 00:00 Hrs EST
Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with correct data
2 votes -
Add Glip / MVP messaging as a native channel in CXone
CXone currently has the ability to ingest an MSTeams stream as a channel directly into CXone. I suggest an integration into RingCentral messaging that will allow us to integrate RingCentral messaging as a direct channel in CXone so internal users and even external customers also using RingCentral can queue and communicate with agents in MAX/CXone as well as agents being able to initiate an outbound message to an Glip group, agent, or supervisor right from the CXone agent interface.
8 votes -
Central Dashboard to allow all employees to view
I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…
4 votes
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