714 results found
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Add Searchable CRM field on Evaluation Form
As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.
8 votes -
Add Ringer and Audio control settings for RingCentral Contact Center Voice Chrome Extension
Currently, the customer is complaining that the incoming ringer is too loud. They are using headset. We do not have options or settings in the RC CC Voice chrome extension to separate the ringer volume or settings. When they lessen the volume it also make the conversation difficult as it also lessen the volume of the conversation.The customer is requesting to have a separate audio or sound setting that will control the ringer only.
8 votes -
Dashboard: view agents next unavailable status
We would like for our supervisors to have the ability to see what a reps "next status" is set to. For example, if they are on one chat and we are expecting them to be on two chats, it would be helpful to see that they are set to "Unavailable - Lunch". This helps to tell the story about their current work.
8 votes -
Option to Turn Off History log in Max Agent/Salesforce NICE CXone Plug-in
Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability to transfer a caller to another user who called in previously. Furthermore, if you glance over the HISTORY, which is displayed in small gray text, you will notice that the skill name is bolded within the block of information. This has caused confusion among some of our users over…
8 votes -
RingCX increase Decibels (dB)/Amplitude file "ringtone.wav
The Ring that plays when a call is received by RingCX on the website https://ringcx.ringcentral.com/ is too quiet. User are unable to hear the ring. We are asking that you increase the Decibels (dB) / Amplitude. On the “wav” file. The file name is “ringtone.wav”
Resource is located, "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
From the HAR files.
//"connectionId": "20832",
"initiator": {
"type": "other"
},
"priority": "Low",
"resourceType": "media",
"cache": {},
"connection": "443",
"request": {
"method": "GET",
"url": "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
"httpVersion": "http/2.0",
"headers": [
{
"name": ":authority",
"value": "ringcx.ringcentral.com"//7 votes -
RingCentral University
RingCentral should provide a report within the Admin Portal that allows account administrators to track whether users have completed training in RingCentral University. This data should be easily accessible to help ensure user adoption and engagement.
7 votes -
status no agent logged on by a hotline
if the status is no agent logged on by a hotline workflow, it would be good if the waiting time could be skipped and forwarded directly to an external destination, for example.
7 votes -
option to block CNAM
Option to block Caller ID Name (CNAM)
7 votes -
Adding Guam phone number
Ability to Add Guam Phone Number - Currently Guam Phone number is not supported and we would like to request to support Guam Phone Number
7 votes -
To filter the report for "Today" and be able to select a specific time range.
To have the ability to generate a report for "Today" and select a time range users desire.
7 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
7 votes -
Add a checkbox in Presence for monitored calls on hold
Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.
7 votes -
tone when transferring call
Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.
7 votes -
7 votes
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RCV integration with RingCentral Contact Center
Request is for the ability to escalate phone interactions into video calls/meetings to drive customer engagement further. Customers would like analytics around how video escalations and video queues are used in their environment. Video queue example: Bank branches can have a screen to engaged with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
7 votes -
Modification to UI in User Hub
For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…
7 votes -
Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
7 votes -
Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavil...
...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
7 votes -
Time off - view only team - not entire company
Is there a way to limit a manager to only see their team’s Time Off requests?
I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.7 votes -
Auto Log Off an Agent feature
The customer would like an Auto Log Off an Agent feature which do not what to have to manually log off the agent in Supervisor every day
7 votes
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