299 results found
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There should be some sort of BING or pop-up if you are in working, personal, or initial login after 10 minutes.
There should be some sort of BING or pop-up if you are in working, personal, or initial login after 10 minutes. This way if you went on personal for a moment but forget to put yourself back in available, a nice sound or prompt may remind you that you need to go back to available.
1 vote -
Option to remove inbound and answered calls from agent details in analytics live reports
Could you please make an option so I can toggle off how many inbound and answered calls other agents are taking in the agent details within analytics in live reports? It creates a sense of competition among staff and they don't (myself included) want to see that information about each other but they do need to be able to see the other agent details like who is accepting calls or not.
1 vote -
Audio Settings section to be added to settings.
I recommend that future updates consider implementing audio settings that display the currently active input and output devices. Additionally, providing adjustable volume controls for both incoming audio and microphone input. It may also be helpful to include options for customizing or separating tones for inbound audio, if applicable.
The most beneficial feature would be a visual interface displaying current audio settings, allowing users to manually adjust levels similar to the sound settings available in Windows.
1 vote -
Customizable Columns in 'My Cases' Portal (Closure Date, Activity History, etc.)
Currently, the "My Cases" portal provides a great high-level overview of our support tickets, but the fixed column layout forces users to click into each individual case to find critical information. When managing dozens of cases, this creates a lot of unnecessary clicking and slows down our workflow.
We lack the ability to sort or view closed cases by their actual resolution dates, or instantly see what the last action taken was.
Proposed Solution:
Please add a column configuration tool (like a gear icon) to the "My Cases" list view that allows users to add, remove, and rearrange columns based…1 vote -
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…9 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
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