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1198 results found

  1. 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

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  2. 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

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  3. 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

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  4. 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

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  5. 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

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. 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

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. 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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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. MAX can create custom phone directories today, but is missing some important features.End-users should be able to add their own custom phone directory, for their own contacts (An administrator can add these today and assign it directly to that agent, as a workaround)End-users should be able to favourite contacts and have a favourites tabPhone directories should be able to accept things other than phone numbers, such as extensions or skills (Example: Creating a custom directory that you apply to certain users, which only have skills within their department, since MAX shows ALL SKILLS when you click Skills or search by…

    2 votes

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  9. Honor Credit Union does not want their employees to connect their MVP or CC users to their Google accounts.

    12 votes

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  10. Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…

    21 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Ability for RingCentral WFM data to flow into CxOne Performance Management (InView) so create better dashboard and setup scheduled reporting for WFM data.

    2 votes

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  12. Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.

    3 votes

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  13. The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…

    1 vote

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  14. This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!

    1 vote

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  15. When changing up skills for an agent on a temporary basis, it would be convenient to have a "select all" box at the top of the Active Skill column, rather than checking the box for every single skill. When needing to deactivate 30-40 skills, without removing them entirely, this is very time consuming!

    2 votes

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  16. We are requesting to have a survey email or Feedback email after the call ends. Once the call ends we would like an auto generated email sent to the caller internally.

    7 votes

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  17. Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.

    8 votes

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  18. This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are trainers and those who are in trainees). Although you can create a view, you can’t provide access smaller than to a particular team. Similar to “Groups” for adding only certain team members to a recording policy, we seek the same more restrictive access for our trainers and trainees to recordings, so that we could provide them access to only certain…

    13 votes

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  19. We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you

    1 vote

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  20. Currently can only export a few days into the future to see forecasted volume, staffing. Would be very beneficial to be able to go out at least a week to 4 weeks to be able to see what the next week and month will look like.

    4 votes

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