763 results found
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Increase Character limit in contact center
Increased character limit (currently 50) so they can assign CXone attendant to user who already have a profile established in Contact Center.
1 vote -
New CXAgent - "New Outbound" Icon not intuitive
The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.
Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.
1 vote -
Metrics Summary Dashboard Widget - Need to Include a 'Refusal Reason' Metric
Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).
Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.
As it stands, we have the current metrics for refusals:
Refusals
% Refusal Time
Refused Time…1 vote -
note taking ability
add the ability for the caller to make notes that are important to their next contact with the lead
1 vote -
Remove Prefix for UK
Customer want to remove prefix when a caller is contact the main number and the call is being routed to Call Queue
1 vote -
See Changes in the Projected Dashboard
Details of the enhancement: Customer wants to put a feature enhancement request for the new Dashboard where in when he tries to share the Dashboard to other agents via Project mode, the agents need to see the changes that he made on the Dashboard real-time.
What problem are you trying to solve or what problems does the current functionality cause? For agents to be able to see the changes made in the shared Dashboard via project mode
What steps did you take to get there?
1. Login to Contact Center portal.
2. Click Applications>Dashboards.
3. Select desired shared dashboard from…1 vote -
Hide queue/aux status of agents from Max's Address Book/My Team list
This is not to show the current status of an agent from Max's Address Book/My Team list from an agent's display. This is for the purpose to avoid call avoidance and other acts that dodges the queue.
1 vote -
Ability To Dial Out User Extension Number in CXone Agent
Customer wants to have the ability to dial out other agents or user extensions on CXone Agent in Contact Center. Currently, customer can only dial phone numbers on CXone Agent.
1 vote -
Require option to select ALL the Emergency Response Location on Bulk Enable Template
Require the option to select ALL in the Emergency Response Location on Bulk Enable Template. This is just to provide ALL the locations within the Template download in Excel. I realise that it is restricted to only 50 at a time but it is quicker and easier to add them in Excel than on the RingCentral Platform.
But basically see my screenshot attached I would just like the option to select ALL option for the Emergency Response Location similar to what you can select on the Role or User Template so that when Bulk uploading I can choose the correct…1 vote -
font colored modified in the CXOne dashboards
What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:
1 vote -
Update MS Teams State while Presence Syc is enabled
Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.
1 vote -
Communication template to introduce users to RingCentral
Communication template to introduce users to RingCentral
1 vote -
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
1 vote -
Client wants to add the reject button to the preview dialer configuration
Client wants to add the reject button to the preview dialer configuration
1 vote -
Allow/ Retain "Unavail" status right after agent Saved a Disposition reason
Retain Agent Unavailable Code after Saving a Disposition
Is it possible to set an agent to an unavailable code after they save their disposition? We currently have dispositions set to required in 'Post Contact' for our ACD Skills. Once the agent saves their disposition they are immediately put into an Available status. What we would like is to have a 30 second window where, after saving their disposition the agent is put into another unavailable code. Once 30 second have passed the agent would then be put into Available status, ready to take another call. We are aware they can…
1 vote -
Add CCaaS to VGE
The request is to have CCaas included in VGE.
1 vote -
Pulse - Alerts for outbound personal connection
Some customers have more outbound traffic via personal connection than inbound. The specific ask is for list notifications: When data in dialing list is getting low - notifications to agents to move skills and supervisors to move agents or add more data.
1 vote -
Personal Connection Automation
Outbound based prospective customer would benefit from greater WFI capabilities: alerts to list exhaustion, automatically moving agents when lists are exhausted or based on agent load. WFI does not provide these capabilities at the moment, and all proactive management & alerting is focused on inbound activity.
1 vote -
Ability to Filter Contact View by team or skill
When customers use the Supervisor application with the Contacts, they view agents active contacts in real time. Some would like to be able to filter the contacts view by teams. Although you can choose the teams view, it does not provide the same Realtime contact information needed.
1 vote -
Change to SFDC Integration so that the agent MUST create a contact/account record before they can close out an interaction
The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.
1 vote
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