795 results found
-
stop the "this call is being analyzed by AI" its annoying af
that would be all and stop the "please continue to hold" too if u can lmfao
1 vote -
auto populate agent data on the post call survey
customer should have an option to setup on how to auto populate agent data on the post call survey
1 vote -
Enable Simultaneous Calling for Queues
Currently there is no option within RingCX to have incoming calls ring agents simulataneously. It would be nice to be able to have this is an option within Queue routings so that it mirrors what customers get in the UC side.
As of now incoming calls go to all available agents one by one but would like to have all available agents being called at once for the one call first and having it picked on a first come first served basis (this will mean that this option will only be available if auto answer is off - to give…
2 votes -
CXone Agent presence synchronization via MS Teams (Version 2.0)
CXone Agent presence synchronization via MS Teams (Version 2.0)
With the CXone and MS Teams 2.0 presence sync feature, an agent's status will mirror their active CXone call state in MS Teams. This real-time synchronization prevents calls from being routed to unavailable agents. It avoids getting refused calls.1 vote -
Enable attached feature for fax without enabling File sharing
We disabled file sharing across the board as we did not want file sharing with any features. This may have affected the ability to add a document to the send-a-fax screen. How can I enable the attach feature for fax without enabling the file sharing feature? I am making some assumptions here, but please advise on a solution that would meet our needs.
2 votes -
Custom Contact Nicknames
We should be able to give contacts nicknames that only the user can see. Simple, easy to implement, and great customization option in my opinion.
2 votes -
Supervisor tab in dashboard
Make the entirety of the agent tab available as a dashboard in analytics specifically the supervisor tab.
There is a lot of information in the Supervisor tab and it would be nice to see it on the dashboard.
1 vote -
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
1 vote -
settings
make the settings tab easy to find
1 vote -
Allow a Hierarchy Structure for Tags
At the moment all the Tags are just shown in one list across several pages. This makes it slow to find the required tag, and doesn't really allow them to be organised. Can you implement a folder structure with the ability to create sub-folders for the tags, allowing users to navigate to the relevant folder and then select the required tag.
1 vote -
Ability to Initiate Conference Calls from the RingCentral App to a MAX Agent
At this time, the RingCentral App does not support initiating conference calls directly with a MAX Agent. Currently, there is no capability to merge calls between the RingCentral App and a MAX Agent. We would require this functionality to enable seamless call merging between the RC App and MAX for improved call handling and collaboration.
3 votes -
Hide filter in widgets so that the widget window can show more pertinent data and not waste the space on the filter section
Hide the filter fields in the bottom of the widgets windows so that the window can show more pertinent data and not waste the space on the filter section. The other option is to let the widgets overlap so that you could extend the size and then put other windows over the filter section.
1 vote -
callbacks
Customer is requesting for RCX callbacks to be recorded. We were told by RCX support that "Only calls that are connected to agents are recorded. If the customer is still in queue or uses a queued callback, the call is not yet recorded. If the customer wants queued callbacks to be recorded as well, this is currently a feature limitation."
1 vote -
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Within RingCx Analytics Real-Time Dashboard "Calls" to be spilt into Inbound Only and OutBound Only
Real time showing Calls spilt out will provide beter live monitoring
No way to choose just inbound calls under Real Timne Agent Options (See Screen shot)
2 votes -
Deailed Call log in RingEX for Transferred Calls from Contact Center
In scenarios where Contact Center agents perform a cold transfer to a RingEX call queue, the RingEX call logs only display the Contact Center main number as the calling party.
At this time, RingEX does not capture or display the individual Contact Center agent information for cold-transferred calls in the RingEX call logs. As a result, the specific agent who transferred the call is not visible once the call reaches the RingEX queue.
3 votes -
performance report - Call Result not tagged as abandoned if will transfer to another extension
Performance Report - Calls from queue will not be tagged as abandoned calls in the performance report if the call will transfer to another extension
17 votes -
Call Center Live Transcription
Provide live transcriptions to call center agents, just like the EX users have. Agents in our call center cannot review transcriptions until the call is finished. This does not allow them to review any information live on the call until they have finished their conversation with the customer. Being able to reference context like addresses, names, or unique spellings provided by the customer would provide a better customer and agent experience. This would be a major quality of life change for the system.
1 vote -
add disposition to QA form
Add the Disposition to the QA Evaluation form. There should be reporting for call types associated with a QA Evaluation form.
1 vote -
Severity Level- Display on the main view of the "My Case Portal" and on the "Case Details" Page within support portal
Severity Level- Display on the main view of the "My Case Portal" and on the "Case Details" Page within support portal. Today we are not able to see how a case is classified in terms of severity level. This makes it difficult to manage our expectations as customer in terms of SLA and general prioritization/urgency of any given case.
3 votes -
Audio used for call recordings
It would be helpful if there would be an option for the customer to set their call recordings audio to either mono or stereo. Also, there should be support articles regarding the audio used for the call recordings in both EX, CX and Nice.
1 vote
- Don't see your idea?