1197 results found
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WFI Rules: Apply multiple conditions to skill based rules
We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the type of condition we'd like to create for a skill based rule to show the complexity of our request:If there are fewer than 5 emails in the SupportEMLWorld skill, and more than 100 emails in the SupportEMLGeneral skill, and the oldest SupportEMLWorld email is less that 24…
9 votes -
Dispositions in Max Agent - Ability to create sub dispositions
We are looking for the ability to create sub dispositions under a disposition. This would give us the ablity to match up from Max Agent to Zoho CRM which we are moving too.
3 votes -
Color Coded Sentiment in RingCX Agent Interface
The suggestion is to provide Color-based Visual Queues of customer sentiment to the agent based on customer messages. Red/Yellow/Green is easier to identify than the current small/ mini grey icon reflected. If current message sentiment is exposed to the supervisor agent monitor, that would be an added benefit.
2 votes -
Granular Permission for Employee Unlock
Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
14 votes -
incoming calls sent directly to voicemail
Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inbound direct call would go straight to voicemail as the agent is not going to end the current call that he/she is on.
4 votes -
ability to lock incoming call pop-up window in a specific location on a specific monitor
We just went live on RC. For the most part, it is a great improvement from the system that we had prior. Each Customer Care agent has 2-3 monitors. The incoming pop-up window appears on which ever monitor they are currently working on. Ideally, they could pick a monitor and location (lower right corner) for the incoming pop-up window. This ability would eliminate the need for the agent to continually drag the window to the desired monitor.
7 votes -
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
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