762 results found
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Quality planner in QM has limitations; unable to select an individual instead of a group.
Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.
3 votes -
Disable beeping sound for incoming call on Engage Voice
Disable to beeping sound for incoming call
2 votes -
Please can we have Admin access to reset Agents passwords on Contact Centre
Requesting a password reset on Contact Centre very often doesn't work and the user doesn't receive the email from NGAgentEventLog@incontact. It can sometimes take 2-3 times before the email goes through. It would therefore be extremely helpful if Admin had access to be able to change the password for a user, like we can in the Ring Central UC.
1 vote -
Gmail and Slack client
Allow Gmail and slack client, so as to semlesly integrate emails and slack into tasks, from the email call the person or send person a text all ones work critical communications in one place the “iCRM (Internal Customer Relationship Manager)” as I call it, internal customer is just as important yet we are thrown a bunch of tools like slack and gmail to non technical people which are supposed to make communication more efficient, but without knowing how to use these tools efficiently. If Ringcentral can build an efficient call it “platform” for a lack of a better word, I…
1 vote -
Ability to create custom fields by source
This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
A few additional points:
- Only relevant fields for the current customer are shown on a conversation
- Data is segmented across a BPO's customers2 votes -
CNAM for RingCentral Contact Center
CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.
11 votes -
Add ability to search email transcript by keyword in Contact Center
Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…
1 vote -
Monthly view in schedule manager
Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
4 votes -
Don't change the supervisor state when the supervisor monitor or listing in a call for their agent
We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
4 votes -
Create a Repeat Queue Event option
Create an option to select “Repeat Event” and “Number of Repeats” (a specified number or indefinite). This would allow the ability to have the programmed event in the Queued Event Configuration to repeat indefinitely or for a specified number of times for the interval time as configured in that Queue Event. This option would prevent the administrator from having to create duplicate events.
6 votes -
Show what number your customer is calling with customer number.
It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
7 votes -
Transfer to user's voicemail without ringing user from contact center
Our organization fields a number of calls that should be sent directly to a user's voicemail. Currently, our contact center agent has to either blind transfer the call to the user, or call them...confirm it's an unwanted call....then ask the user to not pickup the transferred call. Both options are not great.
3 votes -
Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
7 votes -
Engage Voice - Campaign Disposition Rules
We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.
1 vote -
Update Custom Caller ID Bucket's granularity and lifecycle flow
The ability for a more granular creation of a caller ID bucket would be very helpful. This could include additional numbers for a given state and the ability to 'phase out' a bucket over a period of time.
1 vote -
Synchronize a single address for each Google My Business source connected to the platform
When connecting a Google My Business source to Engage Digital, we would like users to be able to synchronize a limited number of addresses in the "locations to synchronize" field, so that they only receive messages from those addresses, and not all messages attached to the GMB account.In our case, users must be able to register a single address in the "Locations to synchronize" field without other addresses being uploaded automatically.
1 vote -
Contact Center - Disposition Coding Pop Up into window
To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.
5 votes -
Update RingCentral agent availability statuses in Salesforce user fields
We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesforce or not, but we would like to be able to see 1) if the agent is active in RingCentral, and 2) if they are currently on the phone. This would enable us to prioritize sending new leads to agents who are logged in but are not currently on a call, thus improving the likelihood of that new lead receiving a speedy…
2 votes -
Add the comments column in the schedule export report in NiC WFM schedule manager
By adding this column we can improve external reports
2 votes -
recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
7 votes
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