108 results found
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Performance Management - Allow Sub-Groupings of Time within a Date Range on Widgets
Example:
Login/Logout Report Widget, looking at a week shows you the First and Last Logins for the time frame, but it would be more useful to list the First and Last Login for each Day for each agent within that Date range. Having groupings from Hourly up to Annual would be useful for a lot of widgets.2 votes -
WFM - Allow Schedule Protection on Partial Day Activities
Currently, you can Protect Full Days off with the Time Off Manager, but Partial Day activities do not have that option. This leads to activities being overwritten if they are on the schedule and that date gets a new schedule generated. Having the option to protect future activities would a real boon for managing future requests.
2 votes -
New Digital Filters/Columns
When searching for cases in Digital, there are no columns or criterial for finding Last Updated by Agent or Last Updated by Client. Currently the only date/time column is Case Create Date, which helpful for NEW cases, but not helpful for OPEN where the client has replied, or where agent may need to manually create a follow-up.
2 votes -
Automated Blind Transfer Rule in Studio Script
Feature Request:
The ability to configure an automated rule for blind transfers within Studio Script that can be activated for a specified period of time and then automatically revert back to its original state once that period has ended.Business Value:
Provides greater flexibility in managing call flows during temporary situations (e.g., outages, holidays, or staffing changes).
Reduces manual intervention, lowering the risk of errors when enabling/disabling temporary routing.
Saves time for administrators by automating what currently requires manual scripting adjustments.
This feature would significantly improve efficiency and reliability when handling temporary routing scenarios.
2 votes -
See all agent stats without scrolling
It would be amazing if when you are looking at the agents on the Analytics and Supervisor tabs you could see the whole picture without having to scroll up and down and left to right! A complete picture.
2 votes -
It would be great if the RingCentral phone number that comes in on lead calls, was to auto populate Agent OS, thus cutting down the time to
Also auto populate the location ID from RingCentral to Agent OS.
1 vote -
Helpdesk
As a WFM professional for my organization I should be able to create and submit my own tickets to RingCentral when there is a system issue. At this time I'm told I have to contact my IT department (which doesn't understand how things should work on the WFM side). So I'm trying to explain the error and what should occur to someone who isn't familiar with workforce management. They then in turn try to explain what I told them to RingCentral. Once my issue has been assigned a technician to assist me I'm then looped back in to further clarify…
1 vote -
Option for Agents to Retain Queue Position After Going Unavailable
Customer requested a call routing feature wherein when agents go on Unavailable (like Break or Lunch) status and then go back to Available status, instead of their place being moved to the bottom of the queue to take a call, they can keep their previous place in the queue or retain their previous position in the queue.
1 vote -
Presence sync bidirectional visual delay
Bidirectional presence sync
Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 2402542334 votes -
Record calls transferred from Contact Center to RingEX
Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa
4 votes -
Reinstatement Of Previous QM Forms Scoring in Contact Center
Details of the enhancement:
We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
CX One QM - Can you have more than 100 points possible on an evaluation formSpecifically, we are referring to the ability to:
Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.
Critical Sections: The ability…
4 votes -
Be able to assign a different ringtone to contacts.
We have a secure builidng and I used to have a different ringtone assigned to a call coming from the call box. It made easier to answer in a more appropriate way. My screen does still come up and say 'front door' but the ringtone helped if I was not sitting at my desk. Not sure why this feature went away.
2 votes -
end-of-call feedback collection option
Requesting to add end-of-call feedback collection option in the system that will give supervisors the data on the quality of the work by the call agent.
1 vote -
2 way presence sync on NICE InContact and Engage Digital platforms
The request is from agents who would like to remain UNAVAILABLE after completing the email. Sometimes, they are preparing to go on BREAK or LUNCH or to end the day and want to finish that last email without being pushed another one. When they are pushed that next email, they would have to get out of ROUTING MODE and go into INBOX MODE and will have a missed interaction. Or, their Max Agent becomes AVAILABLE and is pushed a skill call and they can not reject the call.
2 votes -
Self-Audits
Please allow self-audits to be assigned by planner. Thank you.
1 vote -
CXone Agent - Ability to view 'Coming Up' schedule events
Request to add a “Coming Up” schedule events feature within the CXone Agent interface, similar to what exists in MAX Agent. This enhancement would display the next scheduled events—such as Break, Lunch, or End of Shift—directly on the main screen, allowing agents to view time-sensitive schedule items without needing to navigate to the full schedule tab. The feature would pull real-time data from existing scheduling APIs and display events occurring within a short time window (e.g., the next 60–90 minutes). The “Coming Up” panel should be lightweight, auto-refreshing, and clearly visible, showing event type, start time, and optionally, a countdown.…
3 votes -
DFO Case Automatic Reply Built-In
It is not possible in DFO Automation Rules to set a case to the state of "NEW," which is obviously deliberate. However, to send an automatic reply to a client on a new case ('Thank you for your email...'), the automation must set the case to OPEN (because 'NEW' does not exist as an option), otherwise the case is set to PENDING (because we sent a message on the case). Since we will likely never be able to set a case to NEW through Automation Rules, we should instead be able to have a built-in Automatic Reply feature, similar to…
1 vote -
Add Activity
When you add an activity code to a schedule you choose the code then the timeframe. If I go back and change the code after selecting the timeframe it changes the timeframe to a 15 minute interval. The timeframe I entered shouldn't change just because I chose a different activity code.
2 votes -
Meeting Scheduler
In meeting scheduler the current duration is required in minutes (ex. 420 minutes). Calculating minutes for an all day meeting seems archaic. There should be a drop down to choose hours and minutes or at least be able to choose a start and end time i.e. 9:00am - 4:00pm.
1 vote -
Unavailable code colors
We would like more than one unavailable code color. This would make it easier at a glance to distinguish between certain meetings or trainings. Currently the "busy" (unavailable) code color is orange. The problem is if an agent or supervisor is coded unavailable for calls during the day their base schedule shows orange. If I need to also schedule a meeting on that same schedule it's also orange. This makes it difficult to visually see the difference between the two. The system should be able to handle more than one unavailable code.
1 vote
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