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Contact Center & RingCX

Contact Center & RingCX

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  1. The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.

    2 votes

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  2. When you play a VM the first time, it gives the timestamp. But if you start over or rewind, there is no timestamp.
    The feature request is to ensure there is a time stamp is added to voicemail skill & give the timestamp for when the voicemail was received & make it easily available.

    1 vote

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  3. In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.

    2 votes

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  4. The request is for a Dashboard / Reporting improvement to enable Supervisors to see the sender & subject of an email whilst it is queuing.

    2 votes

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  5. The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.

    1 vote

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  6. Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.

    1 vote

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  7. Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated with SalesForce so we can troubleshoot issues that our agents are experiencing and diagnose what is happening in our implementation.

    2 votes

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  8. ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.

    19 votes

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  9. Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.

    4 votes

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  10. We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state

    4 votes

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  11. Calls from RingEX into the personal queues of RCCC agents are not fielded unless the agent is available. This leads to calls to the RingEX extension instead of RCCC personal queue. The ideal solution is for Studio scripting / RCCC logic to recognize that a call is from an RingEX extension & either present to the agent irrespective of availability or in some way change the availability to allow the call to be delivered.

    3 votes

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  12. We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.

    1 vote

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  13. When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.

    15 votes

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  14. To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.

    5 votes

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  15. Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.

    1 vote

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  16. Some of our BPO customers service multiple contracts. There is significant interest in chat & email channels, especially around quick replies as a way to provide consistent messaging & a reduction in agent effort. This feature request is to ask for RCCC reporting to include reports that deliver insight into:
    How many times a quick reply has been used
    How frequently a quick reply is used
    Number of quick replies used per interaction
    For chat, how many replies are QR vs agent typed (to understand where more could be utilized)
    QR use per agent
    QR use per disposition

    2 votes

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  17. To view dashboards in RCCC you need a full agent license. This inhibits customers from being able to add wallboards or non contact centre users to easily consume contact centre data without spending out on an additional user license. It would also be helpful for each dashboard to have its own URL for easier user consumption.

    7 votes

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  18. Outbound based prospective customer would benefit from greater WFI capabilities: alerts to list exhaustion, automatically moving agents when lists are exhausted or based on agent load. WFI does not provide these capabilities at the moment, and all proactive management & alerting is focused on inbound activity.

    1 vote

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  19. This user pretty much laid it out https://community.ringcentral.com/questions/98562/whisper-in-ivrcould-i-set-up-a-whisper-in-the-ivr.htmlWanted to make sure it was entered as an idea.Our aim is to provide the best possible service, so knowing the context of the call before answering is very important.Add a phrase to every end node of an IVR tree or concatenate phrases at each node as the user traversed the tree.

    2 votes

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  20. Is there a way to limit a manager to only see their team’s Time Off requests?
    I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.

    6 votes

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