1071 results found
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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.
15 votes -
System should identify schedules needed, instead of me assigning daily/weekly rules
This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!
1 vote -
More flexible forecasting options
The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…
1 vote -
More Flexibility in WFM Pro
It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.
3 votes -
Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)
Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.
19 votes -
Schedule Prebuilt Reports, and add their data field to "Data Downloads"
Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.
5 votes -
Phone Prompt
We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you
1 vote -
Ability to delete evaluations
Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
2 votes -
Potential Spam
Automated system wide blocking of spam numbers to all extensions requiring no action by customers.
5 votes -
Hour of Operation Status Column for "Open" or "Closed"
Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.
2 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?
13 votes -
Time off Request Annually- to be able to approve without regenerating the schedule and publishing
Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated scheduled without having to regenerate a forecast and publish a new schedule.
3 votes -
Allow Admin to See a User from the User Prospective
SInce you changed the ability to store all passwords, we find it extremely difficult to troubleshott when issues arrise. It would be nice if RIng Central will program the ability for an admin to switch their user to see what the Agent is seing.
4 votes -
Analytics reporting for agent activity overview
Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pull the daily details? So for example – I look at offline times for reps to calculation certain %’s into their commission – I look at it daily – however, at the end of the month I pull it for a “through” date, but would like to have the option for the report to pull daily totals in to one spreadsheet for the through time…
5 votes -
Allow the 'RingCentral App' for Android/iPhone to work as an endpoint (agent leg) in Contact Center
The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.
6 votes -
Consistent Sender Email Address for debug logs..ect
100% of the time when we are troubleshooting issues with your team we are asked for debug logs. When we request these logs from the system to send to us, they are spoofing our email address domain and sending us an email. Per our security requirements our DMARC policy will not allow these emails to be successful so we NEVER receive the debug logs. I need you to create a consistent sender email address so we can receive the debug logs without jeopardizing our security requirements.
5 votes -
Allow agents to place outbound calls in maxagent while on wrap up status
users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
5 votes -
Central Dashboard to allow all employees to view
I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…
4 votes -
Granular permission Rules
Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.
2 votes -
Admin Hierarchy Changing in Engage Voice
Currently if you delete the parent admin you have the ability to move its children to be under a different admins or put them in the root.Can this ability to move admins be implemented as an option without having to delete accounts.It would be very useful from an organizational standpoint as people join, leave, and move within an organization.
2 votes
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