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Contact Center & RingCX

Contact Center & RingCX

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  1. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

    1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

    2. Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.

    3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  2. Require the option to select ALL in the Emergency Response Location on Bulk Enable Template. This is just to provide ALL the locations within the Template download in Excel. I realise that it is restricted to only 50 at a time but it is quicker and easier to add them in Excel than on the RingCentral Platform.
    But basically see my screenshot attached I would just like the option to select ALL option for the Emergency Response Location similar to what you can select on the Role or User Template so that when Bulk uploading I can choose the correct…

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  3. When an agent escalates a RCX digital interaction to a RCV video meeting, there should be a way to show this video meeting as part of the customer contact card to complete the journey.
    This could either be in form of a summary or posting the link to the RCV recording.
    Reason for the ask is so managers of full visibility of the customer journey and any interactions that took place.

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  4. System schedules accessible via Queues, channels, IVRs.

    Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.

    10 votes

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    1 comment  ·  Admin Portal  ·  Admin →
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  5. An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  6. Just like how we can set up call rules there should be a text rules feature as well so that I can add my work hours. I’ve gotten texts from clients that are non-emergency at 3 and 4 in the morning that I shouldn’t be notified for outside of work hours. I don’t want to go into the app and set my status as Do Not Disturb every single day. I suggest text rules being added as a feature.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  7. Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

    34 votes

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    2 comments  ·  RingCX  ·  Admin →
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  8. We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.

    1 vote

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  9. The ability to get a report on surveys both for voice and digitial.

    Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

    13 votes

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    0 comments  ·  RingCX  ·  Admin →
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  10. External alert (i.e. desktop notification) when agent has exceeded their lunchtime / training time etx.
    Use-case is if the agent was on lunch but sitting at their desk using another application and might not see the visual notification in the RCX UI

    2 votes

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  11. Ability for an agent during a RCX co-browse session to not only control the URL the chat is implemented on but also other browser tabs / windows. Other suppliers like Surfly can already do this. It would be nice to be abailable natively within the platform and extend the current native co-browse functionality

    9 votes

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  12. Josh wants an easier way to pull up the call recordings from the RingCX account and also search for the agents.

    2 votes

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  13. Easier way to pull up the call recording from RingCX and also easier way to search for the call

    7 votes

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  14. Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  15. Allows admin users to modify the call queue ring settings to have an option to create ring groups under fix in order

    1 vote

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    0 comments  ·  Admin Portal  ·  Admin →
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  16. What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  17. RingCX Digital internaction - Inbox mode - Tag or mention internal users
    (Similar to Front's feature) -
    -Shared inbox/folder.
    -All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
    -Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users

    2 votes

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  18. Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  19. Offer recording storage based on minutes bundle instead of prices per agent for all agents.

    Additional improvment on Recording and storage policies would be a plus too.
    - percentage of recorded call per skill/queue
    - storage time based on skill/queue/disposition/customer type

    2 votes

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    0 comments  ·  RingCX  ·  Admin →
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  20. Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.

    Including but not limited too:
    - Analytics data not available in french at the time of initial bid defense
    - Agents and Admin module not fully translated or very approximatively.
    - RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.

    6 votes

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