1071 results found
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Ability to Adjust Column Size on ACD Widgets
We'd like to have the ability to adjust the size of the columns in our ACD widgets on our dashboards. Some columns are larger than needed and taking up valuable real estate so we'd like to shrink them down a little.
5 votes -
Do not Display the 'agent has left the chat' Message on Chat Transfers
When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress and it almost makes it sound like the agent left the chat and there isn't a new agent available to help them.
10 votes -
Add Actual SLA to SLA ACD Widget on Dashboard
We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SLA's that we have set.
5 votes -
MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email
In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Support Team and we'll respond via email as soon as possible.". The 'Customer Support Team' text is a hyperlink to our support email at "abc@abc.com".If a customer clicks this it composes a new email and they go back to the end of line even though they've been waiting in chat attempting to get ahold of…
2 votes -
MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email
Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as it rather than match the font so I then have to highlight the entire email and change to a different font so the font can match all the way through, and all things pasted that show in a different font, size, color, etc. and that doesn't appear professional and so it takes extra…
4 votes -
Exclude System Generated Messages in Chat Transcript
We'd like to have all of the system generated messages excluded from chat transcripts. If a customer is waiting for an agent to become available for a while they will see several rounds of "please hold" and "your next in line" type messaging. While the customers is waiting it's helpful to see informative messaging but when in the chat transcript it adds extra 'clutter'. Here is an example of the system messages that I'm referring to that we'd like excluded from chat transcripts: System - I am looking for a representative to chat with you. While you are waiting, could…
4 votes -
Allow Agents to Schedule Commitments for Skills Not Assigned to Them
Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assigned to so that if they have a customer on the line that would be better assisted by an agent with another skill, but they are unavailable we could have them schedule a commitment for a later time. As it is, you can only schedule commitments for skills that you have assigned to yourself.Having…
11 votes -
New Metric on Reporting to Show Who is Clicking on +1 Contact
We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a report so that we have better visibility into which agents are actively asking for more work.
11 votes -
Pre-Chat Survey Email Address Field Applied to Chat Transcript
With our current set up, customer enter their email address into the pre-chat survey. After their chat concludes they get the option to download the chat transcript or to have it emailed to them. They are required to re-enter their email address in order to have the chat transcript emailed to them. This seems like duplicative work on behalf of the customer since we've already obtained their email address in the pre-chat survey.
4 votes -
Adjust the Default Subject Line for Emailed Chat Transcripts
When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can include our company name. For example, "Company Name Chat Transcript". It's common for companies to have a live chat system and it's unclear where the email is originating from at a glance with the current subject line.
5 votes -
Adjust the Default Font in MAX Agent Emails
Our company has a corporate font. We'd like to be able to set a default font for emails in MAX Agent to align with our companies branding. (we'd like it set to Arial / size: 11)
5 votes -
Creating a webchat feature that gets website visitors in touch with the appropriate team to conduct business.
Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.
2 votes -
Reputation Management support for phone numbers being flagged as Spam.
Customer is seeking assistance with Reputation Management or a referral to a Reputation Management Vendor to help whitelist and proactively protect the customer's phone numbers from being flagged as Spam. The issue of numbers being flagged as Spam continues to grow industry wide. This relates to both RC Phone/MVP and RC Contact Center phone numbers used for outbound dialing.
18 votes -
WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added
To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. Some manually added work can be scheduled over break - this then overwrites all the breaks/lunches that have be automatically scheduled. The WFM specialist then has to add lunches and breaks back manually at indivdual level - which causes a lot of extra time for me to schedule. It would be a great help if the tool had…
9 votes -
WFO Pro - Option to customise Service Level Calculation
The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the company could use the SL calculation which the targets are measured against for their schedules and forecasts.
7 votes -
Forward Specified caller ID to external number from call group
Currently, if a call is set to forward to an extrenal number on a user level, the Called ID will display as that of the caller itself. What I'm suggesting is that there is an option to forward the call, and the ring group name in place of the Caller ID's phone number or Name. If Joe calls a ring group, and everyone is forwarding to an external number, right now it will show as Joe Smith 111-222-3333. If the option to toggle how the forwarded call's Caller ID would display for the external number, it would then show as:Support…
7 votes -
WFM Pro - Able to sort the schedule by agent/start time
When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
15 votes -
Row based totals in analytics
Currently we are able to create columnar based totals, sums, averages etc. on all table reports but lack the ability to create row based totals. This would be beneficial for quite a few use cases that ultimately allow the ability to stack rank whatever is being measured.
7 votes -
Changing Estimated Hold Time Message from Max Q Time to Average Q Time
When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've waited another minute or two, their call would have been answered. We would like our callers to hear the Average Queue Time (which is often minutes shorter than the Max time) instead of the Max Q Time.
9 votes -
Admin State Change
Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.
11 votes
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