810 results found
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MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email
Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as it rather than match the font so I then have to highlight the entire email and change to a different font so the font can match all the way through, and all things pasted that show in a different font, size, color, etc. and that doesn't appear professional and so it takes extra…
4 votes -
Ability to Distribute all Forms to Evaluators at Once
As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day. Today, I have to wait for the system to randomly distribute forms and my evaluators must constantly check in on notifications or the my tasks page in my zone.
4 votes -
View Priority Comparison in Minutes
On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to convert minutes to seconds.
4 votes -
Show Message Timestamps in Microsoft Dynamics Chat Transcript
We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM.Here is what we see:Agent : Ryan - Hello, my name is Ryan. How may I help you?Client: Alisha - I need help finding my password.Agent: Ryan - I'd be happy to help you find that information! One moment please.Here is what we'd like to see:9:01:00am Agent : Ryan - Hello, my name is Ryan. How may I help you?9:02:30am Client: Alisha…
4 votes -
Set Max Time Limit on ACD chat skills
We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone skills. On the phone skills this is called the Max Time Limit.
4 votes -
Allow the '<' symbol to be used in chat and not have it omit text
We want to be able to send the '<' character in a chat without it being looked at as HTML code. When we send the '<' character followed by text immediately, it omits any text that we enter. Some common messages that we send to our customers are:'<back' 'the following characters are not supported in passwords (@$%&=+<>)' When we send these messages, text is omitted. The work around provided was to add in this code (<body><</body>) around the < symbol.This won't work for us since we use a third party canned response tool and use those responses outside of the…
4 votes -
The ability to edit evaluations sent to agents before they are acknowledge/challenged.
Reduce the trunaround time on when the task is completed.
4 votes -
Adding 'Favourites' to Custom Reports in NICE InContact
As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a User could 'favourite' a particular report, so they can find a report faster.
4 votes -
Add platform logins to "login" metrics for Contact Center reports
I've found that the report metric as well as "Last Login" information on a user in Contact Center is only counting logging into MAX. While I can see the usefulness of that metric, we also would like to see login information for the users when they log in to the Nice/InContact platform as not all agents take calls in MAX, they could be looking at reports just on the platform, etc...
4 votes -
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 -
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 -
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 -
Audio used for call recordings
It would be helpful if there would be an option for the customer to set their call recordings audio to either mono or stereo. Also, there should be support articles regarding the audio used for the call recordings in both EX, CX and Nice.
3 votes -
edit callback time for callbacks
allow agent to edit the time set for a callback since miss clicks lead to not being able to dial the customer back.
3 votes -
Need a easy solution to update holiday for each call queue.
Need an easy solution to update the holiday for each call queue. It's taking more than 1 day to use the template to update the call groups. We can update the holiday time in one template and apply it to all, but we need to change the call-forward extension individually for each call group to the relevant store.
3 votes -
Notes - Previous call notes to pop up with new calls
Previous call notes should be linked to new call versus having to search up previous conversation. This better equips agent and ultimately the caller experience.
3 votes -
Ability to Initiate Conference Calls from the RingCentral App to a MAX Agent
At this time, the RingCentral App does not support initiating conference calls directly with a MAX Agent. Currently, there is no capability to merge calls between the RingCentral App and a MAX Agent. We would require this functionality to enable seamless call merging between the RC App and MAX for improved call handling and collaboration.
3 votes -
Deailed Call log in RingEX for Transferred Calls from Contact Center
In scenarios where Contact Center agents perform a cold transfer to a RingEX call queue, the RingEX call logs only display the Contact Center main number as the calling party.
At this time, RingEX does not capture or display the individual Contact Center agent information for cold-transferred calls in the RingEX call logs. As a result, the specific agent who transferred the call is not visible once the call reaches the RingEX queue.
3 votes
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