262 results found
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Reorder Metrics within ACD Widgets
We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd like that to be on the far left vs. on the far right and having to scroll to see the data.
3 votes -
CXone start-times enabled to 5 minutes - Admin SU - WFM Daily Rules
Currently, operational hrs in Admin | Scheduling Unit allows only to 15 min mark; same for WFM | Daily Rules shift start & activity relative start. A 5-minute opening activity is needed to get agents up-and-running to where they can start to take the queue calls - this time needs to be scheduled so that it's HR compliant for payroll purposes - hourly employee. In Daily Rules shift start & activity start time, enabling to 5 minute mark allows to pre-schedule this and save alot of manual work-around. Example- 755a for 5 mins so agent is available for calls 8a…
2 votes -
WFM - Flexible Meetings to Include All Agents Selected
When scheduling a Flexible Meeting in WFM, you cannot schedule everyone into the same meeting. You define the maximum simultaneous agents in a meeting, but even if you make that number high enough to include everyone selected, you will receive multiple meetings. I am looking for the option to flexibly find a time to schedule a singular meeting that includes everyone selected.
4 votes -
RingCentral Contact Centre: MAX Agent Windows Application
Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent will stop working and they have to sign back it.This is a known issue and the current workaround is to disable all power savings settings.Ideally we'd want the MAX agent client to operate the same way as the RingCentral App for Windows which seems to recover from sleep and network disconnects very well!
1 vote -
Real time call monitoring in studio
Real time call monitoring in studio so they can see where traffic is flowing real time for troubleshooting purposes
2 votes -
Record voice then Play it during a live call
Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
2 votes -
Add the ability to view attachments/images on all email contacts within Interactions
The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and documents is to run a Contact History report within the Reporting application which introduces a complexity to the email auditing process that doesn't need to be there.
2 votes -
MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email
In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Support Team and we'll respond via email as soon as possible.". The 'Customer Support Team' text is a hyperlink to our support email at "abc@abc.com".If a customer clicks this it composes a new email and they go back to the end of line even though they've been waiting in chat attempting to get ahold of…
2 votes -
Adding a pop-box when an interaction is selected to be evaluated, but has already been evaluated.
Ease of evaluating and refrains from double working.
1 vote -
MAX Custom Phone Directory Improvements
MAX can create custom phone directories today, but is missing some important features.End-users should be able to add their own custom phone directory, for their own contacts (An administrator can add these today and assign it directly to that agent, as a workaround)End-users should be able to favourite contacts and have a favourites tabPhone directories should be able to accept things other than phone numbers, such as extensions or skills (Example: Creating a custom directory that you apply to certain users, which only have skills within their department, since MAX shows ALL SKILLS when you click Skills or search by…
2 votes -
WFM Pro - Data feed into InView Performance Management
Ability for RingCentral WFM data to flow into CxOne Performance Management (InView) so create better dashboard and setup scheduled reporting for WFM data.
2 votes -
More flexible forecasting options
The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…
2 votes -
Select All button in ACD User skills tab
When changing up skills for an agent on a temporary basis, it would be convenient to have a "select all" box at the top of the Active Skill column, rather than checking the box for every single skill. When needing to deactivate 30-40 skills, without removing them entirely, this is very time consuming!
2 votes -
Create additional WFM Prebuilt Reports or Make WFM Data Available in Custom Reporting
Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are requesting prebuilt reports to be created, or to be able to be created as a custom report, to provide summarized and detailed data on adherence/schedules/forecasts/activity by agent and team.
3 votes -
Selecting multiple skills all at once from Supervisor Dashboard
The customer would like to be able to remove multiple skills at one time from Agents in the Supervisor console. Currently, admins are limited to selecting one skill at at time in the console and that is time consuming.
1 vote -
MAX agent lookup email addresses in corporate directory
When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.
2 votes -
Better Audio Management in Studion
Having to create folders in central and then upload through studio causes some challenges - it would be nice to manage in just one spot.
1 vote -
Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!
All available ringtones are annoying. Everyone would love their personal flair.
1 vote -
Adding call ID information to the QM form.
The RC system has the ability to be able to look up interaction information based on the interaction ID for that call, using the contact history report. Currently that feature does not carry over to the QM form. You do have the option to add the Interaction ID to the form. It would be a huge time saver if the system would be able to pull that interaction information using the DNIS and automatically entering it onto the QM form.
2 votes -
Live CHAT Support
Useful to any live human being
2 votes
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