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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 4 months ago in RingCentral Contact Center 0 Under review

Quality Evaluation - ability to update / delete comments

When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Dra...
Kim Landry 5 months ago in RingCentral Contact Center 0 Under review

Make the minimum password length 12 or more characters

For increased security
Winston Cook 944C 6 months ago in RingCentral Contact Center 0 Under review

OSH Option to only allow 1 live contact method at a time

Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Granular Permission for Employee Unlock

Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
Pete Ingaunis 8 months ago in RingCentral Contact Center 0 Under review

Allow transferred emails to keep their place in queue

In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbo...
Kaci Joslin 9 months ago in RingCentral Contact Center 0 Under review

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 3 months ago in RingCentral Contact Center 0 Under review

Adding 'Favourites' to Custom Reports in NICE InContact

As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a...
Sarah Marshall 3 months ago in RingCentral Contact Center 2 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 9 months ago in RingCentral Contact Center 0 Under review

MAX Agent: Allows agents to create individual Quick Replies

Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review