714 results found
-
911 through RingCentral
The request is to support E911 from RingCentral when dialing from MAX. Currently, RC agents can only dial 911 from RC endpoints except the RC Contact Center Chrome extension. If they dial 911 from Max those calls have the risk of not being properly configured or using an invalid location. RCCC should be configured for 911 traffic to route across to RingCentral. The could allow customers 911 to be managed like our customers using RingEX and would add to support for mobility that is not available by RCCC today (as 911 is a static setting handled by administrators and not…
6 votes -
Ability for agent to place conference call on hold
For the Max Agent, when an agent creates a conference call, they need the ability to place the call on hold. Currently when the agent is in a conference call, the hold button is greyed out. The agent typically has the customer on the line and then has to set up a conference call to bring in an interpreter and other parties to complete the customer request. When doing this they need the ability to place the conference call on hold.
6 votes -
Once Global Holiday Hours have been configured in Hours of Operation, it should reflect on all Profile Names instead of having to additi...
...onally add the same holidays in each profile.. Each year we have to update our holiday list but it should be only done in one list. A Global Holidiay Hours list was added for our go-live in Contact Center Housrs of Operation with all our holidays; therefre, we should not have to add the same redundant holidays in each of the Contact Center Holidays Profile. This is a waste of time and does not make sense. Administrators would benefit annually from this repetitive task.
6 votes -
QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments
When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see each person’s forms with comments.
6 votes -
QM - Bulk Delete Unused Interactions
Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
6 votes -
QM - Reports – Interaction and Evaluation Date
Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
6 votes -
Allow the 'RingCentral App' for Android/iPhone to work as an endpoint (agent leg) in Contact Center
The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.
6 votes -
incoming calls sent directly to voicemail
Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inbound direct call would go straight to voicemail as the agent is not going to end the current call that he/she is on.
6 votes -
Attach MAX Agent to RC phone
When you get a call through MAX agent the RC Phone dial pad pops to the front of your open screens, but the MAX agent does not. If the MAX agent was 'glued" to the RC phone, then the user would not have to search for MAX agent. It would pop up with the RC phone application. MAX agent should also be an application, rather than a website.
6 votes -
Additional Adherence Reporting is required in Nice InContact Contact Center
In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left quadrant of Adherence report in team view).
Activity summary for each agent on one page (bottom left quadrant of Adherence report broken out by agent, and available to run for all agents at one time, similar to Unavailable Time report, but will all activities).
Activity detail for each agent on one page (combination of raw data for each agent available…6 votes -
MAX Agent Emails - Increase File Attachment Size
We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
6 votes -
Quality Planner - send an interaction to 1 planner only
Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
6 votes -
MAX Agent: Customize layout size when taking multiple chats
When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite an agents personal preference of the layout in MAX Agent.
6 votes -
CXONE User Access Overview
We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/time a user, mostly Managers, supervisors, admin, etc. accessed the CXone application by itself. We are currently able to see last log in for accessing the Max Agent/Salesforce agent, but not for accessing just the CXone Application. This would be great if we could something build like you did with BI…
6 votes -
Allow scheduling of prebuilt reports
We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.
6 votes -
Skills Template
Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be assigned to versus having to go through and manually attach those skills which can be very time consuming.
6 votes -
Ability to Add Holidays in Pulse Contact Center
Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.
6 votes -
Clarify “Consult” Label During Transfers and Merges
Currently, when agents perform a transfer or merge in RingCentral MAX, the system displays the word “Consult” on the screen, even though the agent is not actually consulting. While this behavior is functioning as designed and correctly represents the agent’s call state, it can be confusing for agents who may interpret “Consult” as an action they must take. We are requesting consideration for a future enhancement to either remove or clarify the “Consult” label so that agents have a clearer understanding of their workflow during transfers and merges, improving usability and reducing potential confusion.
5 votes -
Feature Enhancement Request: Simultaneous Ring Support for Multiple Concurrent Calls
Description:
We are requesting an enhancement to the current Simultaneous Ring functionality in the RingEX system to support true simultaneous ringing for multiple concurrent incoming calls to a main number.Current Limitation:
The current implementation of Simultaneous Ring only supports one active incoming call at a time.
When multiple calls arrive simultaneously, the system only rings agents for the first call.
The second call is only offered after the first call is answered, creating unnecessary delays and longer hold times for other callers.
Customer Use Case & Concern:
The customer’s main number is configured with Simultaneous Ring to multiple agents…
5 votes -
desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
5 votes
- Don't see your idea?