676 results found
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Pulse - Clone other user's pulse alerts
At present in Pulse you can clone your own Pulse alerts, but when viewing other user's alerts, you are not presented with the option to clone. This makes the sharing of good configuration more difficult. Would be helpful to be able to extend clone ability to other user's alerts.
5 votes -
Add contact center licensing in the IC portal
the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
10 votes -
RCCC - Improve Quality Management File Retrieval
Many customers use a form of long term storage to store recordings for later reference & review. Currently, if a Quality Management task is assigned, if the recording has passed to Long Term Storage, the evaluator must wait 3-5 hours for the recording to come back from storage. This feature request asks that any interactions assigned within a Quality Plan to an evaluator are retained within Active Storage for immediate review.
4 votes -
Edit Completed Evaluation
My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.
9 votes -
Embed agent into RingEX
The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.
50 votes -
QM - Evaluation Details Report – Average Score Column
Please see the attachment. Column J shouldn’t state ‘Average Score’. Please change to ‘Score’. The numbers listed are individual scores for the agents. They are not averages.
1 vote -
QM - Reports – Interaction and Evaluation Date
Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
6 votes -
QM - Feedback Comments - Punctuation Doesn't Carry Over from Word
A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.
2 votes -
QM - Calibration Screen – Needs Interaction Dates
Please add the Interaction Date to the Calibration Screen; see screenshot
2 votes -
QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments
When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see each person’s forms with comments.
6 votes -
QM - Reports - Form Name Titles – Don’t Display Fully
In reports, the form names are cut off/short. When the user hovers over the form name, the full name should reflect. I have attached screenshots.
1 vote -
QM - Reports – Only Active Forms Should Display
For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
4 votes -
14 votes
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Reducing Effort in Contact History Report
When entering a master ID in the contact history report, users have to click Run Report instead of being able to just hit return.
2 votes -
Show reporting on Abandoned calls for non full Admin users
Some customers use RCCC in various parts of their business who should not have a view of each other. However, they cannot see Abandoned calls in Reporting as these aren't assigned a team / campaign. They can only do so when All & Future is enabled from the role & permission.
1 vote -
QM - Editing a Submitted Evaluation
If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.
8 votes -
QM - Character Limitation
When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
4 votes -
QM - Report Delay
There is a delay in reporting in the Quality Management Tool. When a user submits an evaluation, it takes about 1-2 hours to reflect in the reports. There shouldn’t be a delay.
1 vote -
QM - Bonus Point Capability
There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.
3 votes -
QM - Request Further Review - Shouldn't Go Back to the Evaluator
If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the QM Manager or Supervisor.
3 votes
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