207 results found
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Ability for Quality Plan to return entire recording
Ability to request in the Quality Plan that it return the entire interaction that matched the filter criteria, not just the segment.
1 vote -
DFO - routing by sender email domain
DFO - emails need to be routable using the sender domain. For example, yourname@ringcentral.com.
2 votes -
API library for Real Time Interaction Guidance
There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.
9 votes -
RC CC Port Scalability with increased inbound of voice interactions
Many Contact Center customers have the need for large number of inbound calls at a moment's notice, without the concern of port limitations. When ports are exhausted, inbound calls are provided with a busy signal. This feature request would allow for inbound calls to be handled, and the customer billed for the additional port usage that were not contracted.
1 vote -
Option in Agent Interface to request supervisor assistance
Agents in RCCC do not currently have a request assistance option for the agent to request supervisor support during an interaction. The request would be to build in a "Request Assistance" feature into the agent interface so the agent can initiate the request with messaging if assistance is needed from a supervisor. This should notify the supervisor that the agent is in need of assistance and allow the supervisor to communicate back to the agent and, if needed, join the conversation.
10 votes -
Add Glip / MVP messaging as a native channel in CXone
CXone currently has the ability to ingest an MSTeams stream as a channel directly into CXone. I suggest an integration into RingCentral messaging that will allow us to integrate RingCentral messaging as a direct channel in CXone so internal users and even external customers also using RingCentral can queue and communicate with agents in MAX/CXone as well as agents being able to initiate an outbound message to an Glip group, agent, or supervisor right from the CXone agent interface.
8 votes -
1 vote
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RingCentral MVP as a DFO Channel
MS Teams and Slack are native DFO channels in RCCC. Since RC MVP offers similar capabilities for messaging, it should be as well. RCCC provides a bring your own channel SDK so this can be done initially with just RC development resources. In the long term, NCX should build the integration as a native DFO channel.
1 vote -
More Flexible configuration of Custom Workspaces
Tying Custom Workspaces to the Business Unit limits usefulness for larger customer deployments. Custom Workspaces are an all-or-nothing feature that doesn't work for all agents in the same BU. It would be more useful if Custom Workspaces could be associated with a Team or Group of agents or even better, associated with a Skill. This would be very useful for BPOs with agents handling interactions from different customers or larger single customer deployments where agents use different applications based on the skill or digital queue.
1 vote -
Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
7 votes -
Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)
Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.
19 votes -
Option to place agent in unavailable state when working DFO interactions
Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.
10 votes -
QM Form to Enable Ranking on Form Sections
Currently, ranking is only enabled for the entire QM Form. Many customers would like to have ranking enabled for each section in addition to ranking of entire form.
1 vote -
7 votes
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Expand Dashboard Widget to full detailed view
It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.
3 votes -
Ability for agents to schedule a commitment for a specific colleague
Similar to how a RingCentral Contact Center agent can currently schedule commitments for a skill or for themselves, some organizations have requested that agents also be able to schedule commitments on behalf of a specified colleague.
1 vote -
Bring the Agent application to the front of the agent's screen when an interaction is received
When RCCC is installed, there is no way to bring the agent experience to the front of the desktop when an interaction is received. While display alerts in Windows can be received, these don't work 100% of the time. This is a source of frustration for new customers & creates high effort for the agents, having to find the AX & adding time to answering / handling a contact.
1 vote -
Allow agents to make themselves available / unavailable on a per skill basis
This is aimed at more casual contact centers, where they have adopted RCCC but don't work like a traditional CC. The ability for the agent to, on a per skill basis, change availability would be helpful. This is not possible at the moment without moving an agent in / out a skill completely & needs Supervisor level rights.
1 vote -
Ability to cope with non English letters & characters
Request is for RingCentral Contact Central to work with letters & characters from German, French, Polish, Swedish, Norweigan, etc. Non English customers have their names spelt incorrectly, which can create a bad impression. This is especially relevant to German customers.
1 vote -
8 votes
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