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QM - Evaluation Notifications – Need Via Email

When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to re...
Jennifer Lewis almost 3 years ago in RingCentral Contact Center 1 Future consideration

CXOne - Life Cycle Management - Rules

Please increase the max cap on the following restrictions under Life Cycle Management. + Increase the rule limitations to be more than 10 + Increase the limitation of 10 skills max per rule + Increate the limitation of 15 teams max per rule We are...
Elizabeth Witte 8 months ago in RingCentral Contact Center 0 Under review

Present most recent reply to email thread first

It's not uncommon for us to receive 5+ email replies to a single email thread. Sometimes this happens because multiple senders are sending a response and sometimes a customer might be circling back if they haven't received a reply from us in a qui...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

New Metric on Reporting to Show Who is Clicking on +1 Contact

We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a rep...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

WFM Pro - Able to sort the schedule by agent/start time

When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
Caroline Voigts about 1 year ago in RingCentral Contact Center 1 Under review

WFM Pro - Ability for skills in ACD module and WFM skills to sync.

It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system ...
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

View additional metrics without Performance Management add-on

Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for t...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

QM Forms while Live Monitoring a Call

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
Guest about 2 years ago in RingCentral Contact Center 0 Under review

Add contact center licensing in the IC portal

the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
Guest over 2 years ago in RingCentral Contact Center 0 Under review

Unified id for apps in contact center

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...
Eduardo Rivera 4 months ago in RingCentral Contact Center 0 Under review