763 results found
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CxOne Agent -Directory list not automatically displaying
When one clicks on the directory name – the list does not display. The user has to click into the search bar and hit enter to have the list displayed for that directory. Unlike in MAX where all are listed a directory is selected
1 vote -
Screen size CxOne takes up the entire screen
We believe there is an opportunity to optimize the space utilized. Typically, we are accustomed to having a sidebar for Max Content, which updates dynamically when a call is initiated. This sidebar is approximately three-quarters the size of the current box we are using. See Screen shot VC Large Screen
As we start adjusting the dimensions of this box, we realize that it limits the amount of visible information. For clarity, we are currently operating on three monitors, with one smaller monitor dedicated to RingCentral and Max Content. Personally, I would appreciate a layout that more closely resembles the current…
1 vote -
CxOne Agent need list of skills to transfer
Currently when comparing Max with Cx Agent. No option to select a skill once a user hits Transfer- (In MAX, you can hit transfer and the skills options shows up). Agents are having to dial the full 10 digits of the skill they want to transfer too. This is causing a slowing down of productivity as Causing slowdown and its just not as easy as when in Max you just select the skill and transfer
1 vote -
improved accessibility options in the supervisor view
Affected user is vision impaired, and therefore utilizes accessibility features to navigate their PC. They have no mouse and rely on keyboard commands and shortcuts to navigate. On the legacy supervisor view, agent was able to navigate with ease and make adjustments/supervise agents as needed. Ever since moving to the new supervisor view, the agent has been struggling to perform some aspects of their job. User can search and select users, but cannot adjust the proficiency of users with their set up. Also, they cannot select the elipses on an agent to live monitor them. There's a few other issues,…
1 vote -
Support Edge Browser
Currently Edge is not supported. Request to have it officially supported.
15 votes -
WFM: PTO Request Limits
Would be ideal to have the ability to change the group allowances for a forecasting group based on the seasonality (time of year) rather than being forced to have all Mondays the same no matter what quarter or date it falls on. ie Q1 we would have minimal PTO allowed, Q2 we would increase PTO allowances and this would continue Q3 & Q4.
1 vote -
WFM : Set holiday allocations per consultant
Work Force Manager : We need the ability to set holiday allocations per consultant .
Consultants can accrue holidays beyond length of service.
i.e. buy/sell holiday, be given TOIL etc.1 vote -
Emergency External number
It would be a good idea if we can add 3 digit emergency contact numbers in the Account Settings > Directory Integration > External Shared Contacts Directory for all staff to be able to access to. For example: 911 and 988 are emergency numbers, but we cannot export that into the external shared contact directory for all staff to use
2 votes -
CXONE SUPERVISOR MANAGEMENT TOOLS
Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
For the customers, like us, that are SSO Only will there be a time when this will work with SSO?3 votes -
Inbox export and bulk upload of keywords in Intent
We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.
Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.
Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…
1 vote -
New CXAgent - "New Outbound" Icon not intuitive
The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.
Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.
1 vote -
Search recordings by not only Date range but also include a time range
Finding a call when you have just a date there is constant scrolling / next page presses to locate a desired call, you should be able to limit the results to also include time in the start and end dates.
3 votes -
Add Co-recepient
The client wanted more mailbox access through co-recepient not just 5.
5 votes -
Month on Month Seeking (Forward/Backwards) button for Schedule/Intraday Manager
As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.
As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.
It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…
2 votes -
CC - NETWORK ASSESSMENT Test Portal
Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
Talkdesk example. - https://networktest.talkdesk.com/?lang=en1 vote -
Option to configure the RingCentral Pulse for Contact Center like a desk phone.
The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.
2 votes -
Auto-Population of email address in DFO Agent
Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.
This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.
1 vote -
Ability to force users to use the web browser version only and never offer to download and install the desktop app
Ability to force users to use the web browser version only and never offer to download and install the desktop app.
We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps
5 votes -
Increase character limit for RingCentral emails/ username to at least 79 characters
Currently, there's an email character limit for usernames in RingCentral MVP. This is a problem specifically when we need to enable Integration with Azure since Azure has 79 character limits and it causes issues with Teams Integration and provisioning.
3 votes -
Adding Alert in RC Dashboard Contact Center
We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.
5 votes
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