691 results found
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Max agent to have toast notifications in windows for inbound calls
It would be helpful if the Max agent was able to push Toast Notifications for inbound calls where a toast notification pop's up within windows with an accept/reject option that when click brings the CC MAx agent window to the front.
2 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.
2 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
2 votes -
Add an adherence widget to the dashboard
Would be great to have an adherence metric widget to the dashboard. The options in WFM dashboard don't address adherence percent.
2 votes -
Show CCRN Numbers dialed from Max to MVP as the CCRN Name
When users dial from the Contact Centre Max system to a MVP User using the Global Address Book the caller shows as the first created user on MVP on the MVP User's side.
2 votes -
RCCC Place Partial Time off in Time of Planning
Would be useful for WFM RTAs in setting up partial time offs more quickly rather than adding it manually
2 votes -
RCCC Time off Always on Top
Any schedule with a Time Off/ OOO Activity should be placed on top. it is quicker to have it be seen by any scheduler/WFM RTA
2 votes -
Tag a Call as Abusive
Does RingCentral have the functionality to Red flag a number to the agents.For example - If a caller is abusive , can we add a flag that will notify the agent getting the call through RingCentral that they have a potentially abusive caller ?
2 votes -
Quickbase CRM
Integrate with Quickbase CRM
2 votes -
Play back DTMF tones in Max keypad
I have a team on CXOne that calls out to other businesses that have up front IVR menus. They would find it useful when selecting an option on the Max keypad would trigger an audible DTMF tone back to them.
2 votes -
Able to filter on activity type on adherence report
Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.
2 votes -
Self-Audits
Please allow self-audits to be assigned by planner. Thank you.
1 vote -
DFO Case Automatic Reply Built-In
It is not possible in DFO Automation Rules to set a case to the state of "NEW," which is obviously deliberate. However, to send an automatic reply to a client on a new case ('Thank you for your email...'), the automation must set the case to OPEN (because 'NEW' does not exist as an option), otherwise the case is set to PENDING (because we sent a message on the case). Since we will likely never be able to set a case to NEW through Automation Rules, we should instead be able to have a built-in Automatic Reply feature, similar to…
1 vote -
New Digital Filters/Columns
When searching for cases in Digital, there are no columns or criterial for finding Last Updated by Agent or Last Updated by Client. Currently the only date/time column is Case Create Date, which helpful for NEW cases, but not helpful for OPEN where the client has replied, or where agent may need to manually create a follow-up.
1 vote -
Viewability Improvement
Expand the size of this table, there is so much free space and it's very different having to manually expand each cell to view the full text.
PLEASE
1 vote -
See all agent stats without scrolling
It would be amazing if when you are looking at the agents on the Analytics and Supervisor tabs you could see the whole picture without having to scroll up and down and left to right! A complete picture.
1 vote -
FIX YOUR BULK EDIT.
FIX YOUR BULK EDIT.
A bulk edit of queues doesn't maintain the Abandon Time and SLA Time. It resets the values to 30 seconds even though the bulk edit mode shows Multiple Values are in those fields. Just leave them what they were.
1 vote -
Visibility into who changed an agent state in Contact Center
Description: Provide the ability to report on, audit, troubleshoot, and ultimately see who is changing what agent's state, why, when, and increase productivity.
Feature Request: Ability to see who changed an agent state previously and when.
Purpose: To allow auditing and troubleshooting after the fact. Not only would this give admins the ability to see who changed an agent state previously, but it would also provide another troubleshooting mechanism for both customers and support alike by ruling out if an agent state change was caused by a supervisor manually or if it was caused by something else (system etc).
Details:
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1 vote -
Allow the "Floating Status window" to show the Status of Agents in new CXOne Dashboard.
When the Admin hovers the mouse pointer over the “Active Contact,” a floating window would appear showing the Agent’s current status. This should be the same in the New Dashboard version, working in tandem with the dropdown "Agent Status" option.
1 vote -
It would be great if the RingCentral phone number that comes in on lead calls, was to auto populate Agent OS, thus cutting down the time to
Also auto populate the location ID from RingCentral to Agent OS.
1 vote
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