1071 results found
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Ability for Quality Plan to return entire recording
Ability to request in the Quality Plan that it return the entire interaction that matched the filter criteria, not just the segment.
1 vote -
RingCentral Contact Centre: MAX Agent Windows Application
Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent will stop working and they have to sign back it.This is a known issue and the current workaround is to disable all power savings settings.Ideally we'd want the MAX agent client to operate the same way as the RingCentral App for Windows which seems to recover from sleep and network disconnects very well!
1 vote -
RingCentral Contact Centre: Support for Smartphone and Mobile Phone divert
Since the pandemic, one of our contact centres has moved to hybrid working. Agents would like to be able to make and take contact centre calls on their mobile phones, which is currently not supported.
2 votes -
Integration app for RPM Telco CRM
Would be nice to get an app to integrate Engage with RPM Telco CRM.
1 vote -
MAX Agent: Ability to surf an inbox
Would like to have the ability to 'surf' an inbox like we can do in Outlook and other email applications. We know that DFO offers this type of functionality however DFO doesn't offer a CRM integration which we need. We'd like the ability to be able to do this within MAX Agent without needing to use DFO.
5 votes -
QM Pro - Ability to see skill on Interaction when evaluating
When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.
7 votes -
Reporting separate numbers from one IVR
I am requesting to see if we can run a separate report from the same IVR. I have 3 phone numbers that are tied to one IVR and would like to report the activity and KPI for each phone number.
2 votes -
RC CC Port Scalability with increased inbound of voice interactions
Many Contact Center customers have the need for large number of inbound calls at a moment's notice, without the concern of port limitations. When ports are exhausted, inbound calls are provided with a busy signal. This feature request would allow for inbound calls to be handled, and the customer billed for the additional port usage that were not contracted.
1 vote -
MAX Agent: Customize layout size when taking multiple chats
When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite an agents personal preference of the layout in MAX Agent.
6 votes -
Caution message before closing chat window prompting customer to save chat transcript
Customers have the option to download a chat transcript or have one emailed to them. Many times our customers choose to download the chat transcript but then don't save it before closing the chat window and lose the transcripts. They then need to contact us again to request that we resend them the chat transcript which is very time consuming. We'd like to see a caution message show up that asks them "Make sure to download your chat transcript or have it emailed to you before closing this window".
6 votes -
Adjust notification noise in MAX Agent
We'd like the ability to adjust the notification alert sounds within MAX Agent. Currently, some reps find the alert alarming, loud and don't care for the tone and would prefer to have options to customize the notification sounds to suite their personal preference.
5 votes -
MAX Agent: Ability to reply and also forward email
We'd like the ability to reply to an email but then also forward an email. Within MAX, once you respond or forward the email disappears and you can't take a second action. Our use case for wanting this is so that we could respond to our customers with a 'thank you' type message and then also forward the email onto the correct department.
5 votes -
A Critical question to fail a section, not the entire form
It would be helpful for a critical question to fail just a specific section in the QA form and not fail the entire QA form. This would be an enhancement of the section scoring capability of the QA form.
1 vote -
Add Quality Plan filters as header fields to Quality Evaluation Form
Add the ability to add the criteria filters used to select the individual interaction for evaluation in the Quality Plan to the Evaluation Form, similar to how Interaction ID and Interaction Date are added to the header of the selected Form. This would enable the Evaluator to see the "why" the particular interaction was selected by the Quality Plan. This feature would be helpful as a toggle.
2 votes -
OSH Option to only allow 1 live contact method at a time
Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
23 votes -
MAX Agent: Allows agents to create individual Quick Replies
Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have them visible to everyone.
10 votes -
Dashboard: view agents next unavailable status
We would like for our supervisors to have the ability to see what a reps "next status" is set to. For example, if they are on one chat and we are expecting them to be on two chats, it would be helpful to see that they are set to "Unavailable - Lunch". This helps to tell the story about their current work.
8 votes -
MAX Agent Chat: prevent static quick replies from automatically sending once selected
When inserting a Quick Reply into a chat in MAX Agent, if it's not dynamic, once selected the Quick Reply automatically sends without allowing you the ability to make any adjustments (to personalize more for example or to only select a certain line vs. an entire paragraph). It'd be useful for us if the Quick Reply was inserted into the text bow where we normally type our reply before sending so that we could customize it.
If we manually copy/paste the Quick Reply, it comes over in a different text which required additional formatting and is time consuming.
7 votes -
MAX Agent chat: prevent chat from auto scrolling when customer is actively typing
When in a chat with a customer, you can't scroll up to view the messages that the customer sent while on hold or earlier in the chat if they are typing a message. When you try, you are consistently forced back to the bottom of the chat where the customer is typing a message.
7 votes -
Manage Forms Form Manager - Allow Prior Versions
In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data
2 votes
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