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Contact Center & RingCX

Contact Center & RingCX

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  1. Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with correct data

    2 votes

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  2. CXone currently has the ability to ingest an MSTeams stream as a channel directly into CXone. I suggest an integration into RingCentral messaging that will allow us to integrate RingCentral messaging as a direct channel in CXone so internal users and even external customers also using RingCentral can queue and communicate with agents in MAX/CXone as well as agents being able to initiate an outbound message to an Glip group, agent, or supervisor right from the CXone agent interface.

    7 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…

    4 votes

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  4. Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)

    4 votes

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  5. I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.

    3 votes

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  6. Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.

    5 votes

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  7. Automated system wide blocking of spam numbers to all extensions requiring no action by customers.

    5 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Agents in RCCC do not currently have a request assistance option for the agent to request supervisor support during an interaction. The request would be to build in a "Request Assistance" feature into the agent interface so the agent can initiate the request with messaging if assistance is needed from a supervisor. This should notify the supervisor that the agent is in need of assistance and allow the supervisor to communicate back to the agent and, if needed, join the conversation.

    10 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. The RingCentral Phone app could place a call taken by the Max Agent on Hold. This feature does not exist with the RingCentral App. The agent must place the call on Hold via the Max Agent. This poses a certain amount of risk if your agent doesn't understand this limitation.

    3 votes

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  11. Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pul the daily details? So for example – I look at offline times for reps to calculation certain %’s into their commission – I look at it daily – however, at the end of the month I pull it for a “through” date, but would like to have the option for the report to pull daily totals in to one spreadsheet for the through time…

    5 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. 100% of the time when we are troubleshooting issues with your team we are asked for debug logs. When we request these logs from the system to send to us, they are spoofing our email address domain and sending us an email. Per our security requirements our DMARC policy will not allow these emails to be successful so we NEVER receive the debug logs. I need you to create a consistent sender email address so we can receive the debug logs without jeopardizing our security requirements.

    5 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.

    4 votes

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  14. The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to…

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.

    7 votes

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  16. Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?

    1 vote

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  17. It would be much faster to be able to add multiple agents for Time Off Management.

    1 vote

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  18. 2 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. ...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.

    7 votes

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  20. if you are an admin of the contact center, you should be able to login and view the dashboards etc.

    3 votes

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