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Contact Center & RingCX

Contact Center & RingCX

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  1. The request is to have the ability for tiered or nested dispositions. Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition. For instance, when disposition is selected, then a 2nd drop-down window is presented to allow the agent to choose from the secondary list. When dispositions are required, allowing an option to require TAGS would also be helpful as well.

    9 votes

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  2. See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they needed to work. Then we were forced to link their accounts to Service.RingCentral. This changed all their login names to be connected through one login email. On the attachment, you will see when they login they have the option to choose which user they want, but the information displayed is not detailed enough to determine which one to choose. I…

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated scheduled without having to regenerate a forecast and publish a new schedule.

    3 votes

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  4. We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.

    2 votes

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  5. Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option…

    6 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    2 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  8. Description: Our sales team is frequently on the road as part of the nature of their job. With that, they also desire to have a personal relationship with the customers that they interact with. In order to accomplish this, they provide their direct line to the contacts at each of their assigned accountsWhen utilizing EngageVoice on Salesforce, it was desired to have a place when non-contact users would call in to our Main Number, and be routed to a general queue which has all Sales Reps in it. If the user that called in is listed on the account, it…

    57 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  9. When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…

    1 vote

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  11. cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
    • Account Name: Indiana Partnership 211 Main

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.

    2 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur

    1 vote

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  14. Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.

    1 vote

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  15. There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.

    7 votes

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  16. The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…

    18 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  17. A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.

    1 vote

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  18. We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.

    1 vote

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  19. SInce you changed the ability to store all passwords, we find it extremely difficult to troubleshott when issues arrise. It would be nice if RIng Central will program the ability for an admin to switch their user to see what the Agent is seing.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  20. You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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