290 results found
-
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
1 vote -
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.
1 vote -
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.
1 vote -
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…6 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 -
Add current business or afterhours call handling as an option to site call handling templates.
My company manages 70+ Ring Central sites for our organization and one of our biggest pain points is creating custom call rules for holidays. We want to achieve this by utilizing a site call handling template. Since each site has its own unique call flow, we need the template to be able to mirror the current off-hours call routing for each site. Currently, applying the template locks us to one specific route for all of those calls across all sites. Adding the option to mirror the off-hours call routing for each site would allow us to fully utilize the site…
3 votes -
Case Portal: make all cases visible in the case portal
Case Portal: make all cases visible in the case portal.
This is the background for the idea: I opened a case, but it was not visible in the case portal. The reason was
My case (with case number 31653730) was assigned to the Sales team and it was being handled by a representative. Since the case is in a different category, it's not visible on the portal by default.Please enable the visibility of all cases, also case which are handled by representatives.
It's simply easier to read a case than calling the contact center everytime.Thank you
Kind Regards…6 votes -
Supervisor tab in dashboard
Make the entirety of the agent tab available as a dashboard in analytics specifically the supervisor tab.
There is a lot of information in the Supervisor tab and it would be nice to see it on the dashboard.
1 vote -
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
1 vote -
settings
make the settings tab easy to find
1 vote -
Allow a Hierarchy Structure for Tags
At the moment all the Tags are just shown in one list across several pages. This makes it slow to find the required tag, and doesn't really allow them to be organised. Can you implement a folder structure with the ability to create sub-folders for the tags, allowing users to navigate to the relevant folder and then select the required tag.
1 vote
- Don't see your idea?