764 results found
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Provide Cradle to Grave reporting for calls that traverse RCCC and RC MVP
Ryder utilizes both RingCentral MVP and RingCentral Contact Center.Many internal and external calls come into the CC and need to be transferred or forwarded to the MVP users.Also, many times a call could come into MVP user and require a transfer into the Contact Center.RingCentral cannot provide a single, seamless report to report this cradle to caller journey.
36 votes -
Attach MAX Agent to RC phone
When you get a call through MAX agent the RC Phone dial pad pops to the front of your open screens, but the MAX agent does not. If the MAX agent was 'glued" to the RC phone, then the user would not have to search for MAX agent. It would pop up with the RC phone application. MAX agent should also be an application, rather than a website.
6 votes -
Audit trail for OB Skill Control
For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.
1 vote -
The login page for CXone Call center ringcentral.nice-incontact.com does not support SSO login, please add it
You can access the SSO login by going to https://cxone.niceincontact.comhowever the SSO login does not appear if you login at ringcentral.nice-incontact.comIt should forward you or pop up the SSO page if that is configured on the account. ThanksZach
1 vote -
QM Form to Enable Ranking on Form Sections
Currently, ranking is only enabled for the entire QM Form. Many customers would like to have ranking enabled for each section in addition to ranking of entire form.
1 vote -
WFM PRO - Ability to Modify forecast without having to regenerate a schedule
It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.
4 votes -
WFM PRO - Improve Schedule Reporting Process
We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open hours. It is also beneficial from a higher level to know how much time is being allocated to various activity codes to know where you can draw from if needed.
3 votes -
Show complete list of skills when modifying the service level widget, adding ACD Skill filter
Details of the enhancement: When modifying the service level widget and adding the "ACD Skill" filter, the complete list of skills does not show.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? If you want to edit the skill list, it is not convenient if you are unable to scroll through the entire list.What steps did you take to get there?-Go to "Dashboards" module-Go to "Janet's Dashboard"-Find widget "Service Level"-Click 3 dots > Settings > Click drop-down…
2 votes -
Allow Workforce Management (WFM) to Forecast Outbound Call Volume
Currently, WFM can only forecast outbound call volume when using an automated dialer. For customers who do not use an automated dialer but their agents make a large number of outbound calls, it would be beneficial for WFM to forecast the outbound call volume for scheduling purposes. In theory, the same data is available for inbound vs. outbound calls, and the request is for WFM to have the ability to include the outbound call data when forecasting.
2 votes -
Ability to force agents back to Available Status from Dashboard
Details of the enhancement: On the customer's old phone system, managers had the ability to force agents back to Available status. They would like to submit a feature request for this on Contact Center.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?Call center managers.What problem are you trying to solve or what problems does the current functionality cause?Managers want the option to be able to force agents back to Available status like they used to be on their old phone system.How do you want the feature/product to work (proposed solution)?An option to…
8 votes -
Workforce Management (WFM) Agent Notification of Upcoming Schedule Change
We would like to see a pop-up that reminds agents of an activity change in their schedule. This feature should also incorporate a configurable reminder time for advance notification, as well as an overdue notification. This could also be used with supervisors to receive notifications about schedule adherence. It would be great if these notifications could also be tied into mobile application notifications or email and SMS.
2 votes -
My Zone / My Schedule - Show the name of the activity when it is a shift type
In My Zone / My Schedule, agents will see the title or name of any activities not marked as a shift type.However, if an activity is designated as a shift type, that activity name will not appear.So, when an agent is looking at their schedule/agenda, they may see a block of time with a certain color. Still, they cannot identify what activity is associated with that color if that activity is marked as a shift type. But, on the other hand, if the activity is not marked as a shift type, they will see the activity name.My Zone should be…
2 votes -
Allow Activity Codes colors to be customizable
In Workforce Management (WFM) - All unavailable or busy activity codes are orange. This results in one having to "hover" over an orange block in the schedule manager to have a popup display and identify the specific busy activity code for the agent. The capability exists in WEM Skills to assign multiple different colors for a skill. In WFM Activity Codes, it is requested that multiple colors can be assigned as well.
8 votes -
Ability to monitor and record agent screens when agent is in unavailable state
Details of the enhancement: Customer/Supervisor would like ability in supervisor application to monitor and record agents screens when agent is in an unavailable stateWhat is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? This will help solve problems with agents being off task during working hours.What steps did you take to get there? Verified with NCX product documentation that the live screen monitoring tool through the NCX supervisor application currently does not offer this featureHow do you want…
1 vote -
Add Comment Box to My Tasks Page
We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.
1 vote -
Ability for agents to schedule a commitment for a specific colleague
Similar to how a RingCentral Contact Center agent can currently schedule commitments for a skill or for themselves, some organizations have requested that agents also be able to schedule commitments on behalf of a specified colleague.
1 vote -
multi
https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely.Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (kixie )Now, What Ring central can do better. since its native intigiration with zoho crm. we select multi leads to call 4 or more at a time. Lets say 3 office staff is calling the leads. now system called 4 leads and one of lead answered the call. now either auto leave voicemail upon voice mail prompt or if…
1 vote -
Adjust schedules on weekly view to remove employee shifts
When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.
2 votes -
Ability to disable weighted scoring so that multiple scores can be visible
Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other.Example:A single form that shows two separate scores/rankings by section/category within the same form.A Customer Experience ScoreA Mechanics ScoreAs it stands today, I have to uncheck the "Scorable" option for one of the sections and use a separate application (DOMO) to pull the data and create a separate score.There isn't a way for me to disable the overall weighted scoring or ranking.
1 vote -
Ability to cope with non English letters & characters
Request is for RingCentral Contact Central to work with letters & characters from German, French, Polish, Swedish, Norweigan, etc. Non English customers have their names spelt incorrectly, which can create a bad impression. This is especially relevant to German customers.
1 vote
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