763 results found
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Reorder Metrics within ACD Widgets
We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd like that to be on the far left vs. on the far right and having to scroll to see the data.
3 votes -
MAX Emails: Keep images in body vs. adding as attachment
Is it possible to have images stay where they were placed in an email? Currently, images are coming through as attachments in MAX. Signatures also often contain images which is adding to the number of attachments making it difficult to sort through. On longer email chains we're seeing emails with 30+ attachments.
3 votes -
Require additional customization of dashboards in Nice InContact Contact Center
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to see average handle time, average speed of answer, and total calls by agent in real time in a widget on the dashboard.
3 votes -
Require additional insight into what an agent is doing when in state Outbound Call in agent state widget
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Currently, when agents are in the Outbound Contact state that is all we are able to know, and we need to understand if a transfer, hold, regular outbound call, or something else is occurring in order to maximize our ability to serve our customers. This information is required to be available in the Agent list, or a new…
3 votes -
WFM Pro - Ability to export WEM Skills
Would like to have the ability to export the employees assigned to WEM skills to understand how many are assigned to a WEM skill or who may be missing that assignment easier.
3 votes -
A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal
Gives a great eye view of progress. And from there a filter can reveal who falls were.
3 votes -
QM - Team Leader Notifications
It would be really helpful for TLs to be notified when agents have completed an evaluation
3 votes -
Max Agent - Notifications clearing
It would be good for agent notifications to disappear from the notification view when read as it makes it difficult to see which notifications are active and relevant
3 votes -
Copy Contact Center Holidays
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
3 votes -
New report: approver time off details
A report that shows who approved time off through WFM/ Manage Requests function. You can see who approved each request but a report would help with a larger WFM team and review who is making the approvals, including system approvals. Details: Who submitted the request, date of when the request was submitted, the date requesting off, who approved the request and the date it was approved, also include manager or dept informaton for the requestor
3 votes -
Provide reports to show the list of phone numbers that are not used or that has no activity for a certain time
User ID: 62380350023This customer wants to view the phone numbers that have not been used for at least 60 days to check if they can remove/cancel the phone numbers from the account. He wants to view it on the logs/reports instead of manually searching for the phone number.
3 votes -
WFM ability to separate scheduling units by role
Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great.Thanks,Patrick
3 votes -
Force all agents to log out at X time
The Agent Timeout on Max doesn't work if the Agent has closed the window instead of logging out. There should be an option to terminate all agent sessions at a set time of day (e.g. midnight) so that agents don't leave themselves logged in
3 votes -
Integrate Contact center Max client with main Ringcentral App
Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.
3 votes -
Ability To Add Notes When Transferring Call In MAX Agent
Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.
3 votes -
Monitor live incoming calls to a queue as soon as it comes
The ability to automatically monitor live inoming calls to a queue as it comes
3 votes -
QS and pick-up rate with decimals
Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.
3 votes -
Enable Simultaneous Calling for Queues
Currently there is no option within RingCX to have incoming calls ring agents simulataneously. It would be nice to be able to have this is an option within Queue routings so that it mirrors what customers get in the UC side.
As of now incoming calls go to all available agents one by one but would like to have all available agents being called at once for the one call first and having it picked on a first come first served basis (this will mean that this option will only be available if auto answer is off - to give…
2 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 -
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Real time showing Calls spilt out will provide beter live monitoring
No way to choose just inbound calls under Real Timne Agent Options (See Screen shot)
2 votes
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