713 results found
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Set Max Time Limit on ACD chat skills
We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone skills. On the phone skills this is called the Max Time Limit.
4 votes -
Show Message Timestamps in Microsoft Dynamics Chat Transcript
We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM.Here is what we see:Agent : Ryan - Hello, my name is Ryan. How may I help you?Client: Alisha - I need help finding my password.Agent: Ryan - I'd be happy to help you find that information! One moment please.Here is what we'd like to see:9:01:00am Agent : Ryan - Hello, my name is Ryan. How may I help you?9:02:30am Client: Alisha…
4 votes -
Record voice then Play it during a live call
Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
2 votes -
Add the ability to view attachments/images on all email contacts within Interactions
The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and documents is to run a Contact History report within the Reporting application which introduces a complexity to the email auditing process that doesn't need to be there.
2 votes -
Additional field for activity codes to indicate in adherence with Open.
We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In order to do this, we would like a field to be added to be available for closed activity codes, that will allow us to indicate whether an activity code should be considered in or out of adherence with the Open code, regardless of its actual Open/Closed status. This will allow us to improve our ability to track adherence, improve our scheduling…
1 vote -
Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time the call is handled. We have an average handle time of nearly ten minutes, so the Service Level widget not being updated until the call is handled causes us to not be able to make adjustments in real time to maximize our service level.
1 vote -
Require additional insight into what an agent is doing when in state Outbound Call in agent state widget
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Currently, when agents are in the Outbound Contact state that is all we are able to know, and we need to understand if a transfer, hold, regular outbound call, or something else is occurring in order to maximize our ability to serve our customers. This information is required to be available in the Agent list, or a new…
3 votes -
Additional Adherence Reporting is required in Nice InContact Contact Center
In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left quadrant of Adherence report in team view).
Activity summary for each agent on one page (bottom left quadrant of Adherence report broken out by agent, and available to run for all agents at one time, similar to Unavailable Time report, but will all activities).
Activity detail for each agent on one page (combination of raw data for each agent available…6 votes -
Require additional customization of dashboards in Nice InContact Contact Center
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to see average handle time, average speed of answer, and total calls by agent in real time in a widget on the dashboard.
3 votes -
Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager
In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
1 vote -
Your directions for, "Setting your presence for desktop and web are wrong. Number 1 says, "Select your profile picture at top right." In...
... recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.. I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.
1 vote -
Increase Reports Page Limit Settings for Contact Center
Currently the system will only output 65 pages of call data from the contact center prebuilt reports. Our company reaches that limit before noon daily. Since that is the real-time data and the other report areas are not exactly "real-time" it's important for the report to show the full details associated with those daily calls. For example, the contact history report has a 65 page limit. It you have more than 10 reps in your contact center, you will not be able to use this report for daily totals unless you run it every hour.
1 vote -
MAX Emails: Keep images in body vs. adding as attachment
Is it possible to have images stay where they were placed in an email? Currently, images are coming through as attachments in MAX. Signatures also often contain images which is adding to the number of attachments making it difficult to sort through. On longer email chains we're seeing emails with 30+ attachments.
3 votes -
More Flexible configuration of Custom Workspaces
Tying Custom Workspaces to the Business Unit limits usefulness for larger customer deployments. Custom Workspaces are an all-or-nothing feature that doesn't work for all agents in the same BU. It would be more useful if Custom Workspaces could be associated with a Team or Group of agents or even better, associated with a Skill. This would be very useful for BPOs with agents handling interactions from different customers or larger single customer deployments where agents use different applications based on the skill or digital queue.
1 vote -
RingCentral MVP as a DFO Channel
MS Teams and Slack are native DFO channels in RCCC. Since RC MVP offers similar capabilities for messaging, it should be as well. RCCC provides a bring your own channel SDK so this can be done initially with just RC development resources. In the long term, NCX should build the integration as a native DFO channel.
1 vote -
Please add our CRM "top producer" app to options.
If Ring Central links with Google and Microsoft, it would be great to link with top producer.
1 vote -
Add Searchable CRM field on Evaluation Form
As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.
8 votes -
View Priority Comparison in Minutes
On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to convert minutes to seconds.
4 votes -
Ability to Distribute all Forms to Evaluators at Once
As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day. Today, I have to wait for the system to randomly distribute forms and my evaluators must constantly check in on notifications or the my tasks page in my zone.
4 votes -
Reorder Metrics within ACD Widgets
We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd like that to be on the far left vs. on the far right and having to scroll to see the data.
3 votes
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