262 results found
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Be able to choose if business name or person name shows in contact list.
Some of my contractors, I would like their business name to show not the contact person at that business.
1 vote -
Ability to delete evaluations
Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
3 votes -
Add a filter to the Active Contacts Report in Contact Center
Need to be able to filter the Active Contacts report by skill. We have several VM skills and the managers want to be able to only see the active contacts in the skill they manage to see if there are duplicate VMs in the skill from the same number. I know you can export to a csv to filter, but we need it to be kept in the web GUI so that when we see multiple contacts from the same number, we can clear those contacts if the issue is addressed with the first VM that was left.
3 votes -
Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager
In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
1 vote -
Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time the call is handled. We have an average handle time of nearly ten minutes, so the Service Level widget not being updated until the call is handled causes us to not be able to make adjustments in real time to maximize our service level.
1 vote -
Additional field for activity codes to indicate in adherence with Open.
We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In order to do this, we would like a field to be added to be available for closed activity codes, that will allow us to indicate whether an activity code should be considered in or out of adherence with the Open code, regardless of its actual Open/Closed status. This will allow us to improve our ability to track adherence, improve our scheduling…
1 vote -
Your directions for, "Setting your presence for desktop and web are wrong. Number 1 says, "Select your profile picture at top right." In...
... recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.. I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.
1 vote -
Increase Reports Page Limit Settings for Contact Center
Currently the system will only output 65 pages of call data from the contact center prebuilt reports. Our company reaches that limit before noon daily. Since that is the real-time data and the other report areas are not exactly "real-time" it's important for the report to show the full details associated with those daily calls. For example, the contact history report has a 65 page limit. It you have more than 10 reps in your contact center, you will not be able to use this report for daily totals unless you run it every hour.
1 vote -
Please add our CRM "top producer" app to options.
If Ring Central links with Google and Microsoft, it would be great to link with top producer.
1 vote -
InContact: Copy Holiday Tables
It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.
7 votes -
System should identify schedules needed, instead of me assigning daily/weekly rules
This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!
1 vote -
Add a KPI on Analytics to have a Disconnect Initiator
I want to request to have a KPI on Analytics for Disconnect Initiator. For us to be inform if the disconnected call happened on our side or on the customer side.
9 votes -
Phone Prompt
We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you
1 vote -
Granular permission Rules
Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.
2 votes -
The login page for CXone Call center ringcentral.nice-incontact.com does not support SSO login, please add it
You can access the SSO login by going to https://cxone.niceincontact.comhowever the SSO login does not appear if you login at ringcentral.nice-incontact.comIt should forward you or pop up the SSO page if that is configured on the account. ThanksZach
1 vote -
Audit trail for OB Skill Control
For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.
1 vote -
Add Comment Box to My Tasks Page
We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.
1 vote -
multi
https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely.Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (kixie )Now, What Ring central can do better. since its native intigiration with zoho crm. we select multi leads to call 4 or more at a time. Lets say 3 office staff is calling the leads. now system called 4 leads and one of lead answered the call. now either auto leave voicemail upon voice mail prompt or if…
1 vote -
Allow Creation of Specified Groups in Contacts
For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a segregated contact group for Vendor contacts.
8 votes -
Streamline Live Monitoring Process and Functionality
The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to…
4 votes
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