761 results found
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desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
5 votes -
Supervisor View, Show Agent Unavailable State
In Supervisor > Live Monitoring, you can observe and click on various Skills. Doing so brings up a sidebar to show agents assigned/inactive on that skill. The agent listing there goes through the agent name, their proficiency, and time in state - but does not identify what state the agent is in. There is an icon for Available, Logged Out, Working and Unavailable - but there are various Unavailable states, including ACW. Being able to see from this view which Unavailable State alongside the time would make skill management easier, as presently, the supervisor needs to move to the Agent…
1 vote -
Adding a signature to the replies to emails in Ring.
We need a way to auto add a signature to email replied in Ring. Cureently we have to copy and paste our signature to each email.
1 vote -
Performance Management - Allow Sub-Groupings of Time within a Date Range on Widgets
Example:
Login/Logout Report Widget, looking at a week shows you the First and Last Logins for the time frame, but it would be more useful to list the First and Last Login for each Day for each agent within that Date range. Having groupings from Hourly up to Annual would be useful for a lot of widgets.3 votes -
WFM - Allow Schedule Protection on Partial Day Activities
Currently, you can Protect Full Days off with the Time Off Manager, but Partial Day activities do not have that option. This leads to activities being overwritten if they are on the schedule and that date gets a new schedule generated. Having the option to protect future activities would a real boon for managing future requests.
3 votes -
share dashboard
The request is the following one:
today we have an issue with the way to manage rights for sharing Dashboards.
Some persons who are allowed to create new dashboards share them with the value "Public".
The impact result is a security hole because:
- Everyone can see GDPR information (agent names)
- No possibility to stop sharing it if you're not the owner
- No possibility to erase the dashboard if you're not the ownerThe request is the following one:
Add a new right in Admin / Security Settings / Roles and Permissions
- New checkboxes to share for…16 votes -
I would love if there was a sound notification for a call in queue. If Im not on that screen, I miss calls in que
I often work on multiple screens. So, sometimes I miss calls in queue because I am on a different screen. If it could ring when theres a call in queue or other sound notification that would be great!
1 vote -
have a copy button next to account number and house number for easy transititon
add a copy button next to the account number and house number for easy 1 click so we can transition faster
1 vote -
Improve Email Audit Log Details
Description:
We would like to propose an enhancement to the Email Audit Log feature in RingCX. Currently, the audit log provides limited visibility into how emails are routed within the system. To improve transparency and troubleshooting efficiency, we suggest the following additions:
• Requeue Destination: Clearly indicate where an email is requeued to, including the specific queue or user.
• Disposition Details: Include the final disposition applied to the email (e.g., closed, escalated, transferred), so we can better understand the outcome of the routing process.
These enhancements would significantly improve our ability to audit email handling, identify routing issues, and…1 vote -
Route customer replies to a digital email interaction to the agent that replied to the original message.
When an agent replies to a contact center email and dispositions the message it closes out the interaction, if the recipient replies with follow up questions the contact center creates a new interaction that would queue to another available agent. If there was a setting that allowed replies to route to the original agent that replied to the initial email it would allow the sender to correspond with a single agent start to finish which in the event of troubleshooting or a customer service issue leads to increased customer satisfaction with the service received.
1 vote -
option to block CNAM
Option to block Caller ID Name (CNAM)
8 votes -
Agent Message on CXone Agent Must Have Duration Configuration
The Agent Message popup that disappears immediately (for 5 seconds) is a normal behavior or work as design when using CXone Agent (https://help.nicecxone.com/content/studio/actions/messages/messages.htm.
Customer wants to have a configuration option to set the Agent Message popup to last for more than 5 seconds.
2 votes -
Ability to remove dispositions from skills in bulk
Recently, I was tasked with finding and removing 4 call dispositions from 63 individual skills. These had to be filtered manually on each call skill then removed (thankfully I could remove all 4 from each skill I interacted with in one go). This took me some 4hrs to complete between issues with navigation, filtering and a few instances of not saving so having to repeat the steps. The loading time between pages of dispositions was also a major factor.
This is terribly inefficient and rather counter intuitive as I can see the skills a disposition is assigned to but cannot…
1 vote -
Prevent caller ID from being carried over from CC
When a call from UC going to a cloud connect setup that goes to CC then call gets routed again to a user in UC it carries over the caller ID of the account owner in admin portal. We want a feature where this caller ID information will be controlled from the CC script or it will follow the settings on the UC side so that caller ID information will be different.
2 votes -
Transfer Analytics
I would like to see the number of transfers and who a transfer goes to in the Analytics tab. Currently, you need to go into the Analytics tab, go to Performance Reports > Calls, and click on the individual call to see what occurred. I have to manually sort through all of this data now to see how many transfers are coming from our Operator Queue and where they are going.
6 votes -
FIX YOUR BULK EDIT.
FIX YOUR BULK EDIT.
A bulk edit of queues doesn't maintain the Abandon Time and SLA Time. It resets the values to 30 seconds even though the bulk edit mode shows Multiple Values are in those fields. Just leave them what they were.
2 votes -
fax
Ability to backtrack sent faxes more than 30days
1 vote -
Automated Cold Call Script
Automated Cold Call Script , to improve efficiency, Automates the greeting, saving time for the agent to focus on the conversation. and you will have a clear and confident speech on every call.
1 vote -
Scorecard Order of Questions & Inserting New Questions
Allow scorecard questions to be reordered. Currently in order to group or reorder questions, the questions must be deleted. As needs change some old questions are sometimes removed and new questions must be added. It would be nice to be able to arrange the order of questions by dragging them to a new position, and to be able to insert a new question anywhere in the list of questions.
1 vote -
Why do i need to Authenticate 5 different times when calling support
Honestly, this feels like security theater at this point.
I call in from my phone, Verify my 10 digit number, Verify with code thats emailed, verify with my VM pin, then I get a rep who has me verify with another code and my Extension all over again. Whats the point? Why am i jumping through hoops with the robot if the human doesnt get any of my info. Im already pretty miffed that i have to call in for support, by the time I get a human who can help, im 10 minutes in and even more ticked off.…2 votes
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