277 results found
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Embedded agent in Oracle Service Cloud (OSC)
Some customers are using the web application of Oracle Service Cloud for the contact center. RCCC does not offer an embedded agent for OSC web application.
1 vote -
To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.
When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser…
5 votes -
Ability to push interaction from Interaction Analytics to Quality Management
The goal is to have an interaction found within Interaction Analytics to be quality scored either from the interaction in IAP or sent to an evaluation / quality plan in QM / QMA. Currently this would be a manual process where a user finds an interaction in IAP, then has to find via Search & manually evaluate.
2 votes -
O@H Omnichannel Options
Having omni channel options would be very helpful for O@H customers.
7 votes -
Agent personal queue - Easy UI feature
Currently within RingCX, if a customer has a need for customized caller experience per agent, various routing requirements for agents, or something similar, they have to create an individual queue for every agent. This becomes cumbersome for a manager and reporting is not set up for this when wanting a wholistic view. Many customers see this as a requirement. Having a simple checkbox, drop down menu, or something similar associated at the agent level that allowed for simple management and reporting of direct agent routing would solve many issues for customers, new and old.
5 votes -
RingCentral Office Call Deflection into Engage Digital
The request is for RingEX IVR/call queue standalone to have the native ability to configure deflection into RingCX whatsapp/FB messenger/via SMS. For Example, in the IVR configuration, press 2 to receive an SMS with the whatsapp/FB Messenger link to start a digital conversation with agents.
5 votes -
QM - Reports – Only Active Forms Should Display
For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
4 votes -
QM - Character Limitation
When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
3 votes -
Add send voice note option in the SDK
It's helpful for the customers instead of typing their inquiries. Also, the chatbot can handle it so it's an advantage
3 votes -
Set of RingCX inbound ports to be minimized
RingCX requires many ingress firewall ports to be opened.
4 votes -
2 votes
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Ability to check the agents schedule prior to routing.
The request is for an agent’s WFM schedule (namely if they are on leave) can be referenced when an interaction is being routed, with the scenario being if an agent is on leave for X number of days, route to an alternative user / group to ensure something is answered. Current Workforce Management APIs do not have the means to bring this info into the contact flow. This would be a really intelligent way to route interactions based on an agent's schedule (to look ahead to PTO for the agent vs current methods, which is a single point in time…
2 votes -
Check Queue Status Nodes
The ability to check queue status (available agents, number of calls waiting, average wait time, etc) from the IVR will help greatly in some of the routing scenarios customers have.
2 votes -
Allow More Dialing Options for Outbound
The RingCX approach to outbound dialing is unique to the industry. There is a lot of value in this style of dialing (dial groups with campaigns, with only one dial group dialing at a time for an agent), but there are multiple markets with the style of dialing (example being insurance) that would allow agents to be a part of multiple campaigns across dial groups, support skills based routing (like on ACD), and take into account agent rank would also be helpful.
5 votes -
Pulse: Get Pulse for Engage (Digital / Voice / Omni)
Extend "Pulse" to all Contact Center solutions.
3 votes -
5 votes
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Track number destination search
Within the "track numbers" section of the RingCX platform, we have the ability to ring multiple destinations in parallel or sequential. This is a great tool, since there isn't a 'technology cap,' limiting the amount of destinations can be run simultaneously. However, from a management perspective, there is little ability to search/filter on the assigned number destinations. For customers who wish to use both RingCX as well as RingEX features, having the ability to use the track number feature for high volume 'ring groups' would be advantageous. One example would be when a customer hits the ring-group limitation of RingEX.
4 votes -
Option to make Transitioned Leads COMPLETE once dispositioned without Requeue = Yes
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 -
QM - Request Further Review - Shouldn't Go Back to the Evaluator
If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the QM Manager or Supervisor.
3 votes -
Add info about customer message nature in API and log
The ask is to add 'GET content API' in order to be able to differentiate in message sent by the customer if the answer happens from a click on a structured message or from writing the answer on the keyboard.
2 votes
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