1071 results found
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Have OSH Omnichannel Settings trump ACD skill assignments
We would like for OSH Omnichannel settings to be honored over skill assignments.
We've learned that when someone has omnichannel enabled, with chat or voice set to OFF, they can still receive a transferred chat or phone call. We've been told this is intended functionality.
Due to us considering phone and chat to be both considered live pieces of work, we have half of our team set up to take voice and half set to take chat but all skills assigned for when we need to adjust their OSH on the fly to grab a call or chat that's holding.
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7 votes -
Allow for export of all raw data to Microsoft BI
This should not be overly complicated, we should be able to pull all the different tables from Engage Voice to create our own reports and analyze the data through Microsoft BI. This would make a tremendous boost to every client of yours ability to analyze data.
3 votes -
EV reporting add Disconnect to the Disposition list
On the Engage Voice platform in reporting deflected means an incoming call that was disconnected by the system before reaching an agent. This could be because the call was redirected by an IVR, DTMF event, or because a queue event was configured to terminate the call. Or in simpler terms is that it catches all which indicates there was a problem. If a caller got connected to an agent but the caller hung up fast it shows as deflected, but it should say caller disconnected. There should be a difference deflected and disconnected by the caller if the call did…
3 votes -
Selecting multiple skills all at once from Supervisor Dashboard
The customer would like to be able to remove multiple skills at one time from Agents in the Supervisor console. Currently, admins are limited to selecting one skill at at time in the console and that is time consuming.
1 vote -
Assign phone numbers to CCRN in MVP Admin
Hertz would like the capability to assign phone numbers to CCRNs so that they don't have to request this from RingCentral
11 votes -
Real time call monitoring in studio
Real time call monitoring in studio so they can see where traffic is flowing real time for troubleshooting purposes
2 votes -
Better Audio Management in Studion
Having to create folders in central and then upload through studio causes some challenges - it would be nice to manage in just one spot.
1 vote -
Ring All Phones
My branches currently don't like using IVR's and only want all phones to ring in the branch. It would be nice to have a way to have all User Phones, Limited Phones and Apps ring at once when the main Branch number is called. Currently we can't use Call Queues as they don't allow Limited Phones and if I setup a user as a ring all, I can get user and limited phones to ring, but not app. This would be a great solution for small locations that don't need an IVR.
1 vote -
1 vote
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DFO - routing by sender email domain
DFO - emails need to be routable using the sender domain. For example, yourname@ringcentral.com.
1 vote -
Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!
All available ringtones are annoying. Everyone would love their personal flair.
1 vote -
Be able to choose if business name or person name shows in contact list.
Some of my contractors, I would like their business name to show not the contact person at that business.
1 vote -
View additional metrics without Performance Management add-on
Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for those contacts. At any given time, I want to be able to take control of my own development by reviewing my data. Quality Management: As a representative, I want to be able to see specific quality form questions that I need improvement on. If I’ve had 10 evaluations, I want to see my performance for question 1 summarized…
10 votes -
Present most recent reply to email thread first
It's not uncommon for us to receive 5+ email replies to a single email thread. Sometimes this happens because multiple senders are sending a response and sometimes a customer might be circling back if they haven't received a reply from us in a quick enough time frame.
The issue with the way that emails route is that those replies are further back in the queue, so when we are several days behind on emails we see the initial email from the customer when there are 5+ email replies already sent and sitting out in the queue waiting for their turn…
12 votes -
Allow the '<' symbol to be used in chat and not have it omit text
We want to be able to send the '<' character in a chat without it being looked at as HTML code. When we send the '<' character followed by text immediately, it omits any text that we enter. Some common messages that we send to our customers are:'<back' 'the following characters are not supported in passwords (@$%&=+<>)' When we send these messages, text is omitted. The work around provided was to add in this code (<body><</body>) around the < symbol.This won't work for us since we use a third party canned response tool and use those responses outside of the…
4 votes -
Allow requeued emails to keep their place in the queue
In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the customer receiving a response. We'd like for requeued emails to keep their original place in line for when they originally entered the Contact Center.
5 votes -
Allow transferred emails to keep their place in queue
In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbox. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone transfers an email, it could cause serious delays in the customer receiving a response. This is most common when we receive emails in our general support inbox that should have been sent to…
16 votes -
Set Max Time Limit on ACD chat skills
We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone skills. On the phone skills this is called the Max Time Limit.
4 votes -
Show Message Timestamps in Microsoft Dynamics Chat Transcript
We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM.Here is what we see:Agent : Ryan - Hello, my name is Ryan. How may I help you?Client: Alisha - I need help finding my password.Agent: Ryan - I'd be happy to help you find that information! One moment please.Here is what we'd like to see:9:01:00am Agent : Ryan - Hello, my name is Ryan. How may I help you?9:02:30am Client: Alisha…
4 votes -
Record voice then Play it during a live call
Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
2 votes
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