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1329 results found

  1. The auto Disposition option needs to change agent to an on -hook aux state

    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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. QM - Feedback Comments - Punctuation Doesn't Carry Over from Word

    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
    Future Consideration  ·  3 comments  ·  Other  ·  Admin →
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  3. QM - Character Limitation

    When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.

    4 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  4. Ability to check the agents schedule prior to routing.

    The request is for an agent’s WFM schedule (namely if they are on leave) can be referenced when an interaction is being routed, with the scenario being if an agent is on leave for X number of days, route to an alternative user / group to ensure something is answered. Current Workforce Management APIs do not have the means to bring this info into the contact flow. This would be a really intelligent way to route interactions based on an agent's schedule (to look ahead to PTO for the agent vs current methods, which is a single point in time…

    3 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. RCCC - Improve Quality Management File Retrieval

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  6. Partners super-user access for just accounts assigned to

    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
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Timeout codes for Web Services and WWW Nodes

    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
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  8. Ability to set manual closures

    2 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  9. Access to web service responses for agent scripting

    Currently there is no way to get return data out of a web service to be used in an agent script.

    2 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  10. WWW nodes in agent scripts to allow server-side requests

    2 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  11. Access to debug logs for web services and agent scripts

    Troubleshooting would be made easier with access to the debug results for web services and agent scripts

    2 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  12. The ability to set up certain skills/queues from allowing transfers

    We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  13. RCV and RingCX Integration - Escalation/Queuing of video calls

    It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.

    8 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  14. Embedded agent in Oracle Service Cloud (OSC)

    Some customers are using the web application of Oracle Service Cloud for the contact center. RCCC does not offer an embedded agent for OSC web application.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. Multi-lingual support

    The ability to support other languages beyond English not just within features, but at the interface level.

    7 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  16. To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

    When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser…

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  17. Ability to push interaction from Interaction Analytics to Quality Management

    The goal is to have an interaction found within Interaction Analytics to be quality scored either from the interaction in IAP or sent to an evaluation / quality plan in QM / QMA. Currently this would be a manual process where a user finds an interaction in IAP, then has to find via Search & manually evaluate.

    2 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. O@H Omnichannel Options

    Having omni channel options would be very helpful for O@H customers.

    7 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
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  19. Hourly Outbound Overview Report

    Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.

    3 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  20. RingCentral Office Call Deflection into Engage Digital

    The request is for RingEX IVR/call queue standalone to have the native ability to configure deflection into RingCX whatsapp/FB messenger/via SMS. For Example, in the IVR configuration, press 2 to receive an SMS with the whatsapp/FB Messenger link to start a digital conversation with agents.

    5 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
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