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1197 results found

  1. It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device

    17 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  2. Ability to request in the Quality Plan that it return the entire interaction that matched the filter criteria, not just the segment.

    1 vote

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  3. Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.

    8 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  4. Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent will stop working and they have to sign back it.This is a known issue and the current workaround is to disable all power savings settings.Ideally we'd want the MAX agent client to operate the same way as the RingCentral App for Windows which seems to recover from sleep and network disconnects very well!

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa

    107 votes

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    Planned  ·  19 comments  ·  Other  ·  Admin →
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  6. Real time call monitoring in studio so they can see where traffic is flowing real time for troubleshooting purposes

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.

    5 votes

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  8. We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…

    18 votes

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  9. Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. Would be nice to get an app to integrate Engage with RPM Telco CRM.

    1 vote

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  11. It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.

    4 votes

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  12. Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  13. It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the request without having to approve or deny it.

    5 votes

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  14. On Real-Time Widgets (Inbound, Agents, etc.) it would be great to see a row count for each tabular widget. For example, the mockup on the attached screenshot reflects the total number of agents in ENGAGED state (Agent table filtered by state). This would help our managers-at a glance-see how many agents are in certain states.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and documents is to run a Contact History report within the Reporting application which introduces a complexity to the email auditing process that doesn't need to be there.

    2 votes

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  16. Many Contact Center customers have the need for large number of inbound calls at a moment's notice, without the concern of port limitations. When ports are exhausted, inbound calls are provided with a busy signal. This feature request would allow for inbound calls to be handled, and the customer billed for the additional port usage that were not contracted.

    1 vote

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  17. It would be helpful for a critical question to fail just a specific section in the QA form and not fail the entire QA form. This would be an enhancement of the section scoring capability of the QA form.

    1 vote

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  18. Would like to have the option to disable RNA state for all agents

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. When scheduling a Flexible Meeting in WFM, you cannot schedule everyone into the same meeting. You define the maximum simultaneous agents in a meeting, but even if you make that number high enough to include everyone selected, you will receive multiple meetings. I am looking for the option to flexibly find a time to schedule a singular meeting that includes everyone selected.

    3 votes

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  20. In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Support Team and we'll respond via email as soon as possible.". The 'Customer Support Team' text is a hyperlink to our support email at "abc@abc.com".If a customer clicks this it composes a new email and they go back to the end of line even though they've been waiting in chat attempting to get ahold of…

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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