396 results found
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Outbound call recording
Have an option to select specific user to have the outbound call anouncement.
1 vote -
5 digit number block
Please enable the ability to block 5 digit numbers. The amount of political spam we receive is ridiculous. This feature request was submitted years ago and we still don't have this ability.
3 votes -
Enable a delay on Commitment call initiation
When a commitment is presented to an agent the outbound call is automatically initated. It would be great if instead of automatically dialling out there was a button presented to the agent to connect the call, this would enable the agent time to read any notes and the history of previous interactions with the customer and have a much more meaningful conversation with them by knowing the background and why they are calling them.
Due to this not currently being an option we are unable to use the commitment function in many instances that we would like to and have…1 vote -
Display current date and time on Dashboards used as Wallboards
Hello. We are currently using InContact Dashboards to display call, skills, and agents figures. We would like to have a "Current date and time" widget to be able to display current date and time (format mm/dd/aaaa HH:MM:SS - dd/mm/aaaa HH:MM:SS in french format)Is it possible to create a current date time widget with common display formats ?Thanks a lot
4 votes -
QS and pick-up rate with decimals
Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.
3 votes -
Outbound Report that shows Dispositions: Answered and Voicemail
Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail
2 votes -
Retrieve call logs in service.ringcentral.com for more than 12 months
cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.
11 votes -
End recording in MAX without disconnecting
The RC app allows you to record and then stop recording but continue the call. In MAX when you press the record button the only way to stop recording is to disconnect the call. We need to be able to stop recording but continue to talk on the phone to the caller as we take recorded statements but then continue conversations. Having this feature in one app but not the other doesn't make a lot of sense.
1 vote -
Allow automatic delivery of emails when Dynamic Delivery is Enabled
After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.
12 votes -
Roles and Permissions Report
We would like to pull a report that shows all the current user profiles and the level of roles and permissions that they have
3 votes -
Provide a way to see how many Contac Center Agents are available for a phone call
Currently, we can only see how many agents are logged into the Max Agent, but if they have not properly logged into their phone, they are not available to take calls. Call Center supervisors would like to know how many agents are available to take phone calls.
1 vote -
Monitor live incoming calls to a queue as soon as it comes
The ability to automatically monitor live inoming calls to a queue as it comes
2 votes -
Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension
Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…
10 votes -
Ability To Add Notes When Transferring Call In MAX Agent
Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.
3 votes -
Contact Center Agent Calls Ringing Cell Phone App
When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…
50 votes -
Add ability to pull call waiting in queue
Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…
18 votes -
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
1 vote -
Able to filter on activity type on adherence report
Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.
2 votes -
Ability to process deleted pending activities.
Need ability to approve or remove pending deleted activities as an admin. There is a deleted activity sitting in queue. There is no filter to only see active or remove deleted types.
1 vote -
Automatic Report for users list/extension
Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.
5 votes
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