783 results found
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Have OSH Omnichannel Settings trump ACD skill assignments
We would like for OSH Omnichannel settings to be honored over skill assignments.
We've learned that when someone has omnichannel enabled, with chat or voice set to OFF, they can still receive a transferred chat or phone call. We've been told this is intended functionality.
Due to us considering phone and chat to be both considered live pieces of work, we have half of our team set up to take voice and half set to take chat but all skills assigned for when we need to adjust their OSH on the fly to grab a call or chat that's holding.
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7 votes -
ability to lock incoming call pop-up window in a specific location on a specific monitor
We just went live on RC. For the most part, it is a great improvement from the system that we had prior. Each Customer Care agent has 2-3 monitors. The incoming pop-up window appears on which ever monitor they are currently working on. Ideally, they could pick a monitor and location (lower right corner) for the incoming pop-up window. This ability would eliminate the need for the agent to continually drag the window to the desired monitor.
7 votes -
Auto text to customers when call is unanswered
It would be great if customers would receive an auto text if their calls to us go unanswered
7 votes -
MAX Agent chat: prevent chat from auto scrolling when customer is actively typing
When in a chat with a customer, you can't scroll up to view the messages that the customer sent while on hold or earlier in the chat if they are typing a message. When you try, you are consistently forced back to the bottom of the chat where the customer is typing a message.
7 votes -
MAX Agent Chat: prevent static quick replies from automatically sending once selected
When inserting a Quick Reply into a chat in MAX Agent, if it's not dynamic, once selected the Quick Reply automatically sends without allowing you the ability to make any adjustments (to personalize more for example or to only select a certain line vs. an entire paragraph). It'd be useful for us if the Quick Reply was inserted into the text bow where we normally type our reply before sending so that we could customize it.
If we manually copy/paste the Quick Reply, it comes over in a different text which required additional formatting and is time consuming.
7 votes -
QM Pro - Ability to see skill on Interaction when evaluating
When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.
7 votes -
Ability to make outbound calls whilst Agent is in Automatic Wrap-up
We have many Agents who want to be able to make an outbound call on NICE InContact whilst in ACW, without having to change their state manually and chance having another Inbound call come through.
7 votes -
Outbound Report that shows Dispositions: Answered and Voicemail
Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail
7 votes -
Case Portal: make all cases visible in the case portal
Case Portal: make all cases visible in the case portal.
This is the background for the idea: I opened a case, but it was not visible in the case portal. The reason was
My case (with case number 31653730) was assigned to the Sales team and it was being handled by a representative. Since the case is in a different category, it's not visible on the portal by default.Please enable the visibility of all cases, also case which are handled by representatives.
It's simply easier to read a case than calling the contact center everytime.Thank you
Kind Regards…6 votes -
Ability to manage the time frame or coverage of customer detail tab display of historical interaction data
Ability to manage the specific time range of historical interaction details to be displayed in the agent interface once a customer call comes in. As per resource it is currently set to 25 months. The customer wants history to only be showing at most a year coverage only.
6 votes -
For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call
For training purposes - allow the trainee to listen to current calls being handles by the trainer - ex having two headsets linked to 1 call
6 votes -
Managing the Do Not Disturb feature in the RingCentral app and Admin Portal
Bring back the option to manage DND of each users and to have it edited as well in the User Template. Article: https://support.ringcentral.com/article-v2/3770.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=admin
6 votes -
Transfer Analytics
I would like to see the number of transfers and who a transfer goes to in the Analytics tab. Currently, you need to go into the Analytics tab, go to Performance Reports > Calls, and click on the individual call to see what occurred. I have to manually sort through all of this data now to see how many transfers are coming from our Operator Queue and where they are going.
6 votes -
RingEX Agent Status Report
This request is to add a historical report of agent status in RingEX Analytics.
The only way to check for the agent status is through the Live Report, however, we need a historical report of the statuses so that customers can better manage the users.
6 votes -
Feature Request: Support for Corporate Directory and LDAP on Yealink T53
Feature Request: Support for Corporate Directory and LDAP on Yealink T53
Dear Product Team,
I hope this message finds you well. I am reaching out to propose a feature request to enhance the compatibility of RingCentral services with the Yealink T53 BYOD device.
Background
Currently, the Yealink T53 is not supported for the Corporate Directory feature or LDAP integration in the RingCentral Admin Portal. This limitation creates challenges for customers using the T53, as they are unable to access centralized contact management capabilities. These features are available on the supported T53W model but remain inaccessible for T53 users.Feature Request…
6 votes -
Vacation accrual calculation to be based on paid hours
In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.
6 votes -
View DID number campaign attachments from Admin Portal
It would be useful to see either from a user perspective or a number perspective if the number is associated with a SMS campaign. Currently, if you need to remove a number from a campaign there is no way to know which one it is in. You have to search each campaign one at a time. Being able to see which campaign the number is attached to, or see if it is attached at all would be useful. That or provide the ability to add a number to a target campaign, even if it exists in an existing campaign.
6 votes -
Custom Fax Cover Sheet
Please add the "Notes (optional)" field to any custom fax coversheet. At present, it only shows up on the templates provided. Once a custom coversheet is uploaded, the field disappears. Senders need to be able to add notes/comments when they have their own Custom fax cover sheet.
6 votes -
Display Caller ID Name On MAX Agent
Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)
6 votes -
More Detailed SMS Transcipts Report
Customer wants to have a more detailed SMS Transcript Report that shows Employee ID, First Name and Last Name so that it will be easier for them to look for contacts that replied to their SMS.
6 votes
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