1329 results found
-
Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital
Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.
7 votes -
7 votes
-
QM - Editing a Submitted Evaluation
If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.
8 votes -
5 votes
-
Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice
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 -
Engage Voice - Campaign Disposition Rules
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.
2 votes -
Manage multiple calls on hold
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 -
Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
13 votes -
QM - Reports – Interaction and Evaluation Date
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 -
Reporting for Current Time Zone
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 -
copy schedule without time off copying over
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 -
Add presence status sync / data driven routing to Salesforce connector
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 -
Star key DTMF Processing
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.
4 votes -
Dashboard Access for Agents
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.
4 votes -
Holiday Handling in IVR
This process should be handled in the DATE TIME node, as opposed to using Javascript.
4 votes -
On OSH supported Dashboard, show all interactions agent is working
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 -
Delete conversation history from customer side
add a new option or button to delete chat history from customer side
7 votes -
NiC Contact Centre Long Term Storage retrieval notification
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 -
Tiered Dispositions
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 -
Please can we have Admin access to reset Agents passwords on Contact Centre
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
- Don't see your idea?