432 results found
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streamline onboarding and activating/deactivating users
On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.
1 vote -
Max Agent Click to Dial, from Browser/desktop
A simple but very useful feature to have.
5 votes -
Ability to select multiple agents in Time Off Management
It would be much faster to be able to add multiple agents for Time Off Management.
1 vote -
Quality Planner - Attach Customer Phone Number when account populates under tasks
Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.
1 vote -
Add a field to MaxAgent to paste a phone number to launch a call quickly
We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.
1 vote -
Allow Giphy & Screen shots to be shared even if Upload from computer/mobile is disabled in File Sharing for the app
This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers
1 vote -
Gamification
Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!
2 votes -
recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
8 votes -
Add an option to make Activity Codes invisible to agents.
We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…
4 votes -
Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.
I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the below from the engineer: When trying to listen to recordings it is best practice to go into reporting > prebuilt reports > contact history and put your CID in there so you can see all legs of the call at once. Doing it from other places in contact center may not have the entire interaction with…
1 vote -
Eliminate MaxAgent Outbound Dialing Delay
When making outbound calls manually, MaxAgent adds more than ten seconds to each call. A dialer is not a solution. The number of clicks, float and click, etc is not tenable
1 vote -
Trends in Subscription Reports
Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.
4 votes -
INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER
there has to be an indication that a certain message was sent using phone or computer
1 vote -
Communicate presence (Offline, or invisible) to Max Agent
Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show green, and only checking with UC will show that they are offline.
1 vote -
Remember Me is missing - Add remember username back to sign in
https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.
3 votes -
Monthly view in schedule manager
Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
5 votes -
Personal Connection data log extract
Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there must be a log somewhere that is associated to the EXTERANLID or the CONTACTID. I need a file, extract, API to get this data while you guys figure out how to get it included in my PC dataset
1 vote -
Max agent must not allow another call to connect to agent leg when it is currently engage to a call
Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.
1 vote -
Quality planner in QM has limitations; unable to select an individual instead of a group.
Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.
4 votes -
click to dial feature for - RingCentral Contact Center Voice
RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature
1 vote
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