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Contact Center & RingCX

Contact Center & RingCX

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1045 results found

  1. 5 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  2. Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes

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  3. My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call.Many of my calls are from gov officials overseas who are hard to reach.I also do not have time OR INCLINATION to have to keep logging in, or checking somewhere for my messages. I want them pushed to me AS TEXT so I can choose how to reply, real-time.Here is the caller experience:CALLERJohn calls XYZ corp and gets a nice message, "You have reached XYZ, etc"Your system does this.and then the system…

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.

    6 votes

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  5. Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at the end of every month.

    4 votes

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  6. I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.

    3 votes

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  7. A few suggested changes with respect to this connector:
    1. Manage ambassador presence in the Salesforce omnichannel console for channels managed by RingCentral (presence status sync)
    2. Use Salesforce to define omnichannel routing strategies (data driven routing)
    3. Consistent management of the response base across channels (Use SFDC reply assistant)

    3 votes

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  8. This process should be handled in the DATE TIME node, as opposed to using Javascript.

    4 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  9. Improve RealTime dashboards to easily show supervisors what contact active/connected agents handling OmniChannel sessions are on. what Currently, Supervisor only shows the agent connected to one. If using Contact List, the user would have to sort all system contacts as filtering is only by Campaign, Skills, media type, etc. Filtering is not available by teams, etc.

    2 votes

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  10. add a new option or button to delete chat history from customer side

    7 votes

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  11. When searching and pulling calls from Long Term storage, the supervisor doesn't receive any notification that the calls are available to listen to. An email or notification that the call was requested for retrieval and when this is available to listen to would be an enhancement to the platform.

    4 votes

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  12. Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
    Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
    If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
    If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.

    6 votes

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  13. Requesting a password reset on Contact Centre very often doesn't work and the user doesn't receive the email from NGAgentEventLog@incontact. It can sometimes take 2-3 times before the email goes through. It would therefore be extremely helpful if Admin had access to be able to change the password for a user, like we can in the Ring Central UC.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. At present in Pulse you can clone your own Pulse alerts, but when viewing other user's alerts, you are not presented with the option to clone. This makes the sharing of good configuration more difficult. Would be helpful to be able to extend clone ability to other user's alerts.

    5 votes

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  15. Allow Gmail and slack client, so as to semlesly integrate emails and slack into tasks, from the email call the person or send person a text all ones work critical communications in one place the “iCRM (Internal Customer Relationship Manager)” as I call it, internal customer is just as important yet we are thrown a bunch of tools like slack and gmail to non technical people which are supposed to make communication more efficient, but without knowing how to use these tools efficiently. If Ringcentral can build an efficient call it “platform” for a lack of a better word, I…

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. Currently, both Quality Management Analytics & Interaction Analytics only support English (UK & US). Additional languages requested are German, Castilian Spanish, Italian, and Portuguese.

    3 votes

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  17. We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesforce or not, but we would like to be able to see 1) if the agent is active in RingCentral, and 2) if they are currently on the phone. This would enable us to prioritize sending new leads to agents who are logged in but are not currently on a call, thus improving the likelihood of that new lead receiving a speedy…

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. 2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. Though there are other ways to accomplish this, many customers would like to have this functionality.

    3 votes

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