714 results found
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WFM - Ability to select date range when generating forecast
It would be amazing to be able to be able to select a custom date range for the forecast time period and historical data time period instead of being forced to utilize the pre-defined duration periods.
4 votes -
Reduce Pulse alert minimum time
Currently in Pulse, the minimum alert time is 30 seconds. This is ~6 rings.
If a customer is in queue past 3 rings, often they disconnect.
It would be great to have the option to choose shorter (5 seconds if possible).
Thanks!
4 votes -
ACO Contact Center Voice chrome ext built.
The customer needs an ACO app equivalent to the RCCCV chrome ext where the auto answer feature is built in. In order to utilize a feature like this, they need an ACO Contact Center Voice chrome ext built.
4 votes -
Outbound Report that shows Dispositions: Answered and Voicemail
Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail
4 votes -
Display current date and time on Dashboards used as Wallboards
Hello. We are currently using InContact Dashboards to display call, skills, and agents figures. We would like to have a "Current date and time" widget to be able to display current date and time (format mm/dd/aaaa HH:MM:SS - dd/mm/aaaa HH:MM:SS in french format)Is it possible to create a current date time widget with common display formats ?Thanks a lot
4 votes -
Remove or hide the CC Voice Connection pop-up
Add an option to disable or hide the CC Voice Connection pop-up so it does not appear on every phone call, as it is currently causing audio delays and slowing down the process of answering inbound calls.
3 votes -
Performance Management - Allow Sub-Groupings of Time within a Date Range on Widgets
Example:
Login/Logout Report Widget, looking at a week shows you the First and Last Logins for the time frame, but it would be more useful to list the First and Last Login for each Day for each agent within that Date range. Having groupings from Hourly up to Annual would be useful for a lot of widgets.3 votes -
WFM - Allow Schedule Protection on Partial Day Activities
Currently, you can Protect Full Days off with the Time Off Manager, but Partial Day activities do not have that option. This leads to activities being overwritten if they are on the schedule and that date gets a new schedule generated. Having the option to protect future activities would a real boon for managing future requests.
3 votes -
Monitor A Call For Contact Center Users Using RingCentral App
Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.
3 votes -
Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg
Hi Product Team/Development Team,
I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.
Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.
Proposed Enhancement:
We are requesting support for Agent/AI…
3 votes -
Allow the ability to view calls waiting and phone numbers in call queue
Enhance live reports from call queue to include number of calls waiting and phone numbers of callers
3 votes -
Bulk deletion of voicemails in the queue for Max Agent users.
Currently, users are required to go on available to listen and delete voicemails one by one, which is time-consuming and inefficient, especially when dealing with a large number of voicemails in the queue. A bulk delete option would allow users to select and delete multiple voicemails at once, significantly improving the process and enhancing productivity.
We believe that this feature would greatly benefit users who regularly manage a high volume of voicemails, helping to improve overall efficiency and user satisfaction.
3 votes -
CXone Agent - Ability to view 'Coming Up' schedule events
Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown.…
3 votes -
Auto-receptionist
Customer wanted to have a seperate settings for the second auto-receptionist number on the account so she can set up a different call routing for a different number that is assigned to the auto-receptionist.
3 votes -
Delete *86 on call logs
Customer would like to have the option to delete the logs if they misdial *86
3 votes -
Remove PIN in Call Queues
Customer is requesting to have an option to remove PIN when an specific area code - phone number reached to their call queue and requires them to enter a PIN
3 votes -
Max Agent Pop-up Alerts for Agents
Administrators would like the capability to configure a pop-up notification within Max Agent to alert agents prior to the maximum timeout of their skill, which automatically logs them out of the system. This notification should be customizable, allowing for different pre-timeout messages that align with specific business requirements for various skills. The warning should be designed to be non-intrusive yet attention-grabbing, featuring a centered pop-up with an optional sound notification. Additionally, the pop-up could incorporate a countdown timer and a button to extend the session timer, enabling agents to remain logged in.
3 votes -
Setting up a time limit for calls, like Google’s call duration
Setting up a time limit for calls, like Google’s call duration (where calls are automatically limited to a set time), this can typically be implemented in several ways depending on the platform you’re using.
3 votes -
Automatic Agent State As "Available" Upon Agent Login to Max
Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.
Use Cases:
Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.Potential Impact: …
3 votes -
Automatically disconnect the RC App from Max Agent when call ends.
Automatically disconnect the RC App from Max Agent when call ends.
Completed calls in Max Agent when ended should also disconnect or end the RC App agent leg. Customer states that when calls are done in Max, users forget the they still have to end the connection in the RC App. If RC App is left alone and a user gets another call, next call will be auto answered.
3 votes
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