125 results found
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Monitor A Call For Contact Center Users Using RingCentral App
Customer wants to monitor a call for Contact Center users who are using MAX Agent/CXone Agent using the RingCentral app.
3 votes -
Feature Request: Support for Agent/AI Summaries with RC App as Agent Leg
Hi Product Team/Development Team,
I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.
Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.
Proposed Enhancement:
We are requesting support for Agent/AI…
3 votes -
Allow the "Floating Status window" to show the Status of Agents in new CXOne Dashboard.
When the Admin hovers the mouse pointer over the “Active Contact,” a floating window would appear showing the Agent’s current status. This should be the same in the New Dashboard version, working in tandem with the dropdown "Agent Status" option.
1 vote -
Deleting Active Contacts In Bulk
Admninistrators need a bulk delete function to efficiently remove multiple active or stuck contacts in Contact Center. Currently, they must delete each contact individually which is time-consuming and inefficient, especially when managining dozens or hundres of contacts.
4 votes -
Bulk deletion of voicemails in the queue for Max Agent users.
Currently, users are required to go on available to listen and delete voicemails one by one, which is time-consuming and inefficient, especially when dealing with a large number of voicemails in the queue. A bulk delete option would allow users to select and delete multiple voicemails at once, significantly improving the process and enhancing productivity.
We believe that this feature would greatly benefit users who regularly manage a high volume of voicemails, helping to improve overall efficiency and user satisfaction.
3 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 -
Schedule reminders in WFM for Contact Center
Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.
10 votes -
Max Agent Pop-up Alerts for Agents
Administrators would like the capability to configure a pop-up notification within Max Agent to alert agents prior to the maximum timeout of their skill, which automatically logs them out of the system. This notification should be customizable, allowing for different pre-timeout messages that align with specific business requirements for various skills. The warning should be designed to be non-intrusive yet attention-grabbing, featuring a centered pop-up with an optional sound notification. Additionally, the pop-up could incorporate a countdown timer and a button to extend the session timer, enabling agents to remain logged in.
3 votes -
Dark Mode for Contact Center
Please create a dark mode for the RC Contact Center in the web browser. I work at an organization that utilizes this program 24/7 (including during night shift). It becomes very taxing to look at a white screen the entire night. Thank you!
13 votes -
Creating Cases in RC that will go Directly to Incontact
Customers to have the option to create a case on RingCentral that will go directly to NICE Incontact side.
2 votes -
Would like the ability to perform QM evaluations on reskill to reskill calls
Would like the ability to perform QM evaluations on reskill to reskill calls - both agents that are on a call internally
1 vote -
1 vote
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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 -
Agents using Park groups
Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.
4 votes -
Remove Agent Leg B RingCentral App Recording Button
Remove the button for recording on RingCentral app if it is used as Agent Leg B as it confuses the customer whether their calls are recorded or not; needs to be recorded, etc.
1 vote -
A report that will show Quick Responses and the assigned channel
A report that can be pulled showing all quick responses and their assigned channel within digital.
1 vote -
Agent Facing Quality Averages/ Date Filter
The same view that a Quality Manager has of an agents quality performance (quality averages and date range/ filter) should be available as an agent facing enhancement in an agents MyZone.
1 vote -
Automatic Agent State As "Available" Upon Agent Login to Max
Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.
Use Cases:
Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.Potential Impact: …
3 votes -
Chat notifications in CX One
Currently an agent only gets one alert when a chat come in. There should be a series of alerts when a chat comes in similar t a phone call. Provide a list of tones that ring until the user is timed out. One alert increases the number of agent refusals.
4 votes -
Allow Manual Altering of Bi-Directional Sync State
Customer would like for agents to be able to alter in and out of their Bi-Directional Sync state. This is currently hard-coded as an agent state, but there's no flexibility into the ability of altering this state. Customer would like the ability to be able to manually change this state on the fly at the user level, or perhaps have the ability to edit for certain users.
2 votes
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