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QM - Allow the ability to determine who receives an agent's "Request Further Review" rather than all "challenges" assign to one person

Currently, QM "Request Further Review" set up only allows for 1 person to be designated to receive these "challenges" and the only choices are either the original evaluator or one other person (in our case the QM manager) to receive all the reques...
Laurine Vieira 9 months ago in RingCentral Contact Center 0 Under review

QM Pro - Ability to see skill on Interaction when evaluating

When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.
Pete Ingaunis about 1 year ago in RingCentral Contact Center 0 Under review

MAX Agent Chat: prevent static quick replies from automatically sending once selected

When inserting a Quick Reply into a chat in MAX Agent, if it's not dynamic, once selected the Quick Reply automatically sends without allowing you the ability to make any adjustments (to personalize more for example or to only select a certain lin...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

MAX Agent chat: prevent chat from auto scrolling when customer is actively typing

When in a chat with a customer, you can't scroll up to view the messages that the customer sent while on hold or earlier in the chat if they are typing a message. When you try, you are consistently forced back to the bottom of the chat where the c...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

Add Searchable CRM field on Evaluation Form

As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the int...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. S...
Caroline Voigts over 1 year ago in RingCentral Contact Center 0 Under review

Increase size limit of email attachments from NICE/Contact Center

Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.
Nathan LaRose over 1 year ago in RingCentral Contact Center 0 Under review

CXONE User Access Overview

We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/...
David Petersen about 1 year ago in RingCentral Contact Center 0 Under review

Have OSH Omnichannel Settings trump ACD skill assignments

We would like for OSH Omnichannel settings to be honored over skill assignments. We've learned that when someone has omnichannel enabled, with chat or voice set to OFF, they can still receive a transferred chat or phone call. We've been told t...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

MAX Agent: Customize layout size when taking multiple chats

When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite ...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review