691 results found

1. WFM- allow more than 4 color options for activities

   The current system, which has only 4 color options, makes schedules visually confusing for agents who are assigned multiple activities as part of their shift, as the segments are all the same color.. It would be preferable to allow a full color palette and allow admins to select unique colors for different activities. This would allow both the agents and management to see at a glance what agents are scheduled to be doing during different times.

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2. Edit Completed Evaluation

   My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.

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3. WFI Rules: Apply multiple conditions to skill based rules

   We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the type of condition we'd like to create for a skill based rule to show the complexity of our request:If there are fewer than 5 emails in the SupportEMLWorld skill, and more than 100 emails in the SupportEMLGeneral skill, and the oldest SupportEMLWorld email is less that 24 hours old, activate the SupportEMLGeneral skill for anyone in the 'Skill Assignment by Rep' tab marked with 'inactive' that belongs to the World support champion team.

   We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the type of condition we'd like to create for a skill based rule to show the complexity of our request:If there are fewer than 5 emails in the SupportEMLWorld skill, and more than 100 emails in the SupportEMLGeneral skill, and the oldest SupportEMLWorld email is less that 24… more

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4. Add/remove agents from Teams (Permissions)

   It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record.Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and user's access to these must be restricted as it potentially impact log in processes and other security aspects.Moving employees between Teams must be possible WITHOUT edit permissions on the employee details.

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5. Unified id for apps in contact center

   Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent or a team in the contact center.

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6. Feature Enhancement Request: Outbound Caller ID Controls for RingEX Users

   We are requesting enhancements to the Outbound Caller ID functionality within the RingEX platform to provide more granular control and flexibility for administrators.

   Enhancement 1: Restrict CCRN Usage by Default

   By default, RingEX users should be restricted from selecting CCNR (Contact Center Registered Numbers) as their outbound caller ID.

   Administrators should have the ability to explicitly grant access to specific users or groups who are allowed to use selected CCNRs.

   This will prevent unintended use of CCNRs by non-RingCX users and ensure better caller ID governance and compliance.

   Enhancement 2: Allow Multiple Caller IDs in User Setting Templates

   Currently, the User Setting Template for outbound caller ID only supports the assignment of a single number.

   We request the ability to assign multiple caller IDs in the User Setting Template, allowing users to choose from a predefined list of outbound numbers.

   This would significantly improve flexibility and reduce the need for manual configuration per user.

   Business Value:
   These enhancements will improve administrative control, ensure appropriate caller ID usage across the organization, and streamline outbound call configuration processes at scale.

   We are requesting enhancements to the Outbound Caller ID functionality within the RingEX platform to provide more granular control and flexibility for administrators.

   Enhancement 1: Restrict CCRN Usage by Default

   By default, RingEX users should be restricted from selecting CCNR (Contact Center Registered Numbers) as their outbound caller ID.

   Administrators should have the ability to explicitly grant access to specific users or groups who are allowed to use selected CCNRs.

   This will prevent unintended use of CCNRs by non-RingCX users and ensure better caller ID governance and compliance.

   Enhancement 2: Allow Multiple Caller IDs in User Setting Templates

   Currently, the… more

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7. Add country hierarchy for reporting

   When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.

   We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.

   We do have country variables listed at ACD User level, so the data is definitely held in the system. Attached example of the current setup with 3 graphs for UK, Germany and Switzerland - the ideal solution combines these into one.

   When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.

   We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.

   We do have country variables listed at ACD User level, so the data is definitely held in… more

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8. Notify clients via email when service is down. Include a link or poll

   Notify clients via email when service is down. Include a link or poll to respond with 'Yes we are down' or 'No we are not experiencing service issues'. I was not able to submit a case yesterday when the system was down even though that is what you all said to do in your 'updates'.

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9. AI generated call notes/summary be sent to the ZOHO contact record that was called

   Our customer requests the integration of AI-generated call notes and summary features from the RC App with their ZOHO CRM.

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10. Need ability to move agents in between queues from phone app

    Need ability to move agents in between queues from phone app

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11. Feature Request: Default Site Setup Templates

    Feature Request: Default Site Setup Templates

    Dear RingCentral Product Team,

    I would like to submit a feature request for the ability to create Default Site Setup Templates within the RingCentral Admin Console. This feature would significantly improve efficiency and reduce manual work when setting up new sites with standard configurations.

    Feature Overview
    • The ability to create and apply templates for new site setups would allow for consistent configurations across multiple sites. The template could include predefined settings, such as:

    • Main number, fax number, and third external number for call queues.

    • Routing rules for the main line, including customized IVR and call flow configurations.

    • Fax numbers directed to a specific user extension with email notifications enabled for fax collection.

    • Predefined call queue extensions and other common settings used across all sites.

    Benefits
    • Time-saving: Reduce the amount of time spent manually configuring each new site.

    • Consistency: Ensure all sites are set up with the same core configurations, reducing the potential for errors.

    • Ease of scaling: Quickly onboard new offices or locations by applying a standardized template rather than starting from scratch for each site.

    Potential Implementation Ideas

    • Admin users can create and save templates with standard site settings, which can be applied to new sites.

    • Templates could be customizable for each organization’s specific needs while retaining core configurations.

    • Templates could include predefined configurations for call queues, user extensions, fax handling, and routing rules.

    This feature would improve the overall user experience by simplifying the process of creating new sites and ensuring consistent configuration across multiple locations.

    Feature Request: Default Site Setup Templates

    Dear RingCentral Product Team,

    I would like to submit a feature request for the ability to create Default Site Setup Templates within the RingCentral Admin Console. This feature would significantly improve efficiency and reduce manual work when setting up new sites with standard configurations.

    Feature Overview
    • The ability to create and apply templates for new site setups would allow for consistent configurations across multiple sites. The template could include predefined settings, such as:

    • Main number, fax number, and third external number for call queues.

    • Routing rules for the main line, including… more

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12. Enhanced Calibration Report

    Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.

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13. Admin Portal: "Automatic" or "Manual" desktop app update push for new releases

    Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.

    Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.

    Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.

    We have a monthly update window for other updates on the network to provide a controlled time for disruptions to occur. I would like to manually control the RC Desktop App update process to occur during this window.

    Also, I would prefer a single point of control for the manual update to push new versions to all desktop apps simultaneously (as opposed to individually logging into each desktop to initiate the upgrade).

    Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.

    Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.

    Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.

    We have a monthly… more

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14. Caller ID Name For NICE Contact Center

    Caller ID Name For NICE Contact Center

    With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
    Yes clients can dip into CRM or Build a Address Book to dip into on a inbound call, but this is a manual process to use a Address Book or if the client isn't even using CRM integration

    Every project we stand up, it is a chief complaint and its almost the same thing that they all say "why can't we have caller ID name, it's such a simple feature we have been using for decades"
    It makes the clients frustrated they are spending all this money to not have a simple name come up to the point they are making decisions to not go forward using the NICE product all together , UC side of the call has the name , but not NICE, where they make and take their calls, having caller id name is a very valuable asset to have for many reasons
    This really should be a top priority for feature request, why is it that hard to obtain, we have heard from RC techs they get calls about it all the time yet, a simple name cant be passed from RC to NICE?

    Caller ID Name For NICE Contact Center

    With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
    Yes clients can dip into CRM or Build a Address Book to dip into… more

    8 votes

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15. Simplified licensing & SKU model through a quote builder
    8 votes

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16. "Dashboard only" license & dashboard URLs for RCCC

    To view dashboards in RCCC you need a full agent license. This inhibits customers from being able to add wallboards or non contact centre users to easily consume contact centre data without spending out on an additional user license. It would also be helpful for each dashboard to have its own URL for easier user consumption.

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17. Add Glip / MVP messaging as a native channel in CXone

    CXone currently has the ability to ingest an MSTeams stream as a channel directly into CXone. I suggest an integration into RingCentral messaging that will allow us to integrate RingCentral messaging as a direct channel in CXone so internal users and even external customers also using RingCentral can queue and communicate with agents in MAX/CXone as well as agents being able to initiate an outbound message to an Glip group, agent, or supervisor right from the CXone agent interface.

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18. Add a KPI on Analytics to have a Disconnect Initiator

    I want to request to have a KPI on Analytics for Disconnect Initiator. For us to be inform if the disconnected call happened on our side or on the customer side.

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19. Allow Activity Codes colors to be customizable

    In Workforce Management (WFM) - All unavailable or busy activity codes are orange. This results in one having to "hover" over an orange block in the schedule manager to have a popup display and identify the specific busy activity code for the agent. The capability exists in WEM Skills to assign multiple different colors for a skill. In WFM Activity Codes, it is requested that multiple colors can be assigned as well.

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20. Ability to force agents back to Available Status from Dashboard

    Details of the enhancement: On the customer's old phone system, managers had the ability to force agents back to Available status. They would like to submit a feature request for this on Contact Center.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?Call center managers.What problem are you trying to solve or what problems does the current functionality cause?Managers want the option to be able to force agents back to Available status like they used to be on their old phone system.How do you want the feature/product to work (proposed solution)?An option to force agents back to available within User Hub. Possibly in the dashboard area.

    Details of the enhancement: On the customer's old phone system, managers had the ability to force agents back to Available status. They would like to submit a feature request for this on Contact Center.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?Call center managers.What problem are you trying to solve or what problems does the current functionality cause?Managers want the option to be able to force agents back to Available status like they used to be on their old phone system.How do you want the feature/product to work (proposed solution)?An option to… more

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