99 results found
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Add a filter for monthly reports to drill down to business hours only in lieu of 24 hour period inclusive
Today, I can get daily reports and filter by the hours of the day. I cannot do that for a roll up of performance of our call center at the monthly level for Sr Management level reporting
2 votes -
Allow customers to populate a custom CLID for internal calls
Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.
1 vote -
Sip Error Place it on pass options
We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.
1 vote -
Increasing file size limit for file uploads when submitting a support ticket
File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded
17 votes -
Enhance the Lead Load Report
I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?
1 vote -
Prevent Last Agent Logout when Queue is Active 'Option"
The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.
2 votes -
RingCX Agents using MVP
Add RCX Agent integration with MVP on the backend. The Video could be launched from Chat or its own Web link. It would be helpful for the Customer to be able to toggle video on or off while the agent is live to the Customer.
7 votes -
Customer Journey Cradle-to-Grave Report
The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.
14 votes -
Add the date into the Chat streams in Agent view. Currently it only displays time.
In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.
2 votes -
Option to encrypt call recording on delivery
Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
4 votes -
Allow adjustments to a Local Connect Bucket
Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…
8 votes -
Capability to Pull Agent Call Logs via the integrated EngageVoice SalesForce App
Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated with SalesForce so we can troubleshoot issues that our agents are experiencing and diagnose what is happening in our implementation.
2 votes -
Callback feature: add the ability for caller to record their name/message for support call back feature
When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?
12 votes -
Add whisper before connecting from IVR node
This user pretty much laid it out https://community.ringcentral.com/questions/98562/whisper-in-ivrcould-i-set-up-a-whisper-in-the-ivr.htmlWanted to make sure it was entered as an idea.Our aim is to provide the best possible service, so knowing the context of the call before answering is very important.Add a phrase to every end node of an IVR tree or concatenate phrases at each node as the user traversed the tree.
2 votes -
AI/NLU for Voice Bots (IVR)
AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.
11 votes -
Audit Trail Report on Manage admins website
I want to know what my admins do inside the https://portal.vacd.biz/manage site.Monitoring calls, running reports, pausing leads. Listing their name, date of action, type of action. They have access to a lot of information in the manage portal so we need to know what they were looking at and when. This should be a real detailed report available to see.
2 votes -
Add avatar support at the agent level
Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.
2 votes -
Notification when Task Call Recording Delivery Fails
If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.
5 votes -
Ability to create custom fields by source
This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
A few additional points:
- Only relevant fields for the current customer are shown on a conversation
- Data is segmented across a BPO's customers2 votes -
Don't change the supervisor state when the supervisor monitor or listing in a call for their agent
We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
4 votes
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