116 results found
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Improve Email Audit Log Details
Description:
We would like to propose an enhancement to the Email Audit Log feature in RingCX. Currently, the audit log provides limited visibility into how emails are routed within the system. To improve transparency and troubleshooting efficiency, we suggest the following additions:
• Requeue Destination: Clearly indicate where an email is requeued to, including the specific queue or user.
• Disposition Details: Include the final disposition applied to the email (e.g., closed, escalated, transferred), so we can better understand the outcome of the routing process.
These enhancements would significantly improve our ability to audit email handling, identify routing issues, and…1 vote -
Agent Message on CXone Agent Must Have Duration Configuration
The Agent Message popup that disappears immediately (for 5 seconds) is a normal behavior or work as design when using CXone Agent (https://help.nicecxone.com/content/studio/actions/messages/messages.htm.
Customer wants to have a configuration option to set the Agent Message popup to last for more than 5 seconds.
2 votes -
Prevent caller ID from being carried over from CC
When a call from UC going to a cloud connect setup that goes to CC then call gets routed again to a user in UC it carries over the caller ID of the account owner in admin portal. We want a feature where this caller ID information will be controlled from the CC script or it will follow the settings on the UC side so that caller ID information will be different.
2 votes -
Why do i need to Authenticate 5 different times when calling support
Honestly, this feels like security theater at this point.
I call in from my phone, Verify my 10 digit number, Verify with code thats emailed, verify with my VM pin, then I get a rep who has me verify with another code and my Extension all over again. Whats the point? Why am i jumping through hoops with the robot if the human doesnt get any of my info. Im already pretty miffed that i have to call in for support, by the time I get a human who can help, im 10 minutes in and even more ticked off.…2 votes -
Make EMAIL ADDRESS an available Column in NICE Digital interactions
I would like to request the inclusion of the customer’s email address in the available column fields within the Interactions tab of the RingCentral Contact Center (NICE CXone) interface.
The current column options include fields such as Customer Name, Case ID, and Channel, but not the customer’s email address.
Adding the email address as a selectable column would significantly enhance our ability to identify and remove duplicate records when generating reports, thereby improving data integrity and operational efficiency.
4 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
1 vote -
Option to Deprioritize or Pause RingEX Calls When Agents Are Logged Into the Contact Center
We request an enhancement that allows Contact Center agents to deprioritize, pause, or block RingEX (UC) inbound calls while they are actively logged into the Contact Center platform.
Currently, agents may receive simultaneous calls from both RingEX and the Contact Center. If a RingEX call is answered while a Contact Center call is incoming, the agent can be placed into a “refused” status, which may result in missed ACD calls, decreased service efficiency, and a negative customer experience.
This functionality is especially critical for environments where agents handle both RingEX and Contact Center calls, as simultaneous call handling currently disrupts…
1 vote -
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 -
record call on transfer
Customer Law Office of James Scott Farrin (RCX # 38370001) would like RCX Queue's "Recording on Transfer" setting to pass recording control (pause/resume) to the REX user when RCX calls are transferred internally to REX user.
1 vote -
Automatic Update of Email "From" Address After Skill Transfer
Title
Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧
Description
Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
This change should take effect immediately when the agent opens the transferred email for the first time in the new queue…1 vote -
Give the option to remove RNA
Create the option to have technicians remain available after a missed phone call.
1 vote -
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 -
Allowing warm transfers from Ring Central desktop to the Contact Center
We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.
36 votes
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