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1045 results found

  1. 3 votes

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  2. 3 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  3. It would be really useful if as a Super Admin, you had the option to view as another user's security profile. So, rather than having to change your own profile security level, you could view it as someone else, to check they have the correct access and or permissions. This would be useful on both Ring Central and Contact Centre.

    3 votes

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  4. It would be helpful to have several pre-built roles for customers to choose from. Examples could be:
    1) Full Access - Super admin for the account (this one's already there).
    2) Agent Admin - Access to view and change all agent settings, as well as analytics.
    3) Reporting Admin - Access to analytics only. No access to view or change anything in the admin section.

    2 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  5. Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see each person’s forms with comments.

    6 votes

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  7. We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.

    1 vote

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  8. Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.

    3 votes

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  9. The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.

    8 votes

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  10. When connecting a Google My Business source to Engage Digital, we would like users to be able to synchronize a limited number of addresses in the "locations to synchronize" field, so that they only receive messages from those addresses, and not all messages attached to the GMB account.In our case, users must be able to register a single address in the "Locations to synchronize" field without other addresses being uploaded automatically.

    1 vote

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  11. We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .

    2 votes

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  12. A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.

    2 votes

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  13. Request is for an automatically redundant way to deliver calls to the Contact Center when a disruption occurs, which could be software or transport. It could be an audio path in the SBC that route the inbound calls from RingEX to RCCC and, if RCCC is not available, then those calls can route to an RC UC hunt group and still be delivered to those agents.

    10 votes

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  14. Many customers use a form of long term storage to store recordings for later reference & review. Currently, if a Quality Management task is assigned, if the recording has passed to Long Term Storage, the evaluator must wait 3-5 hours for the recording to come back from storage. This feature request asks that any interactions assigned within a Quality Plan to an evaluator are retained within Active Storage for immediate review.

    4 votes

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  15. Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.

    2 votes

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  16. The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.

    2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  17. When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.

    2 votes

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  18. Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.

    2 votes

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  19. 2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  20. This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.

    2 votes

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