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Contact Center & RingCX

Contact Center & RingCX

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100 results found

  1. The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.

    2 votes

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  2. The suggestion is to provide Color-based Visual Queues of customer sentiment to the agent based on customer messages. Red/Yellow/Green is easier to identify than the current small/ mini grey icon reflected. If current message sentiment is exposed to the supervisor agent monitor, that would be an added benefit.

    2 votes

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  3. Add the ability to set leads that are transitioned to another campaign as a Copy complete so they are not dialed again from the original campaign. Currently, the transition disposition needs to be set to Requeue = Yes in order for the lead to be eligible for dialing in the new campaign, which makes the original lead Requeue as well. With Requeue = No on transition, the copy lead will not be made ready to dial immediately in the new campaign.

    2 votes

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  4. Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.

    2 votes

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  5. We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .

    2 votes

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  6. 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

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  7. 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

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  8. 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

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  9. 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

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  10. 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

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  11. The ability for a more granular creation of a caller ID bucket would be very helpful. This could include additional numbers for a given state and the ability to 'phase out' a bucket over a period of time.

    1 vote

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  12. 1 vote

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  13. 1 vote

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  14. Within RCX portal, there is no way to delete a channel once created.

    1 vote

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  15. We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.

    1 vote

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  16. 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

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  17. 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

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  18. 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

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  19. Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?

    1 vote

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  20. Would be nice to get an app to integrate Engage with RPM Telco CRM.

    1 vote

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