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Contact Center & RingCX

Contact Center & RingCX

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1051 results found

  1. 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.

    5 votes

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  2. 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

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  3. 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.

    7 votes

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  4. 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

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  5. 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.

    4 votes

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  6. 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

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  7. 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.

    2 votes

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  8. 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.

    4 votes

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  9. 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

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  10. Improve RealTime dashboards to easily show supervisors what contact active/connected agents handling OmniChannel sessions are on. what Currently, Supervisor only shows the agent connected to one. If using Contact List, the user would have to sort all system contacts as filtering is only by Campaign, Skills, media type, etc. Filtering is not available by teams, etc.

    2 votes

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  11. 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

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  12. Some customers are using the web application of Oracle Service Cloud for the contact center. RCCC does not offer an embedded agent for OSC web application.

    1 vote

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  13. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. 2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. 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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    Planned  ·  1 comment  ·  Other  ·  Admin →
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  16. At my organization, we have very small teams. As such, accounting for all anticipated time off is critical to our ability to have accurate forecasts. Today, the system only allows admins to enter full days off prior to forecasting. Entering partial day PTO after forecasts are generated means our forecasts are immediately invalidated. We need the ability to enter partial day PTO, along with rules (i.e. - specifying a start and end time). The forecasts will be far more accurate this way. This would still mean that shifts might need to be modified by the forecaster to align with the…

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.

    3 votes

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  18. A few suggested changes with respect to this connector:
    1. Manage ambassador presence in the Salesforce omnichannel console for channels managed by RingCentral (presence status sync)
    2. Use Salesforce to define omnichannel routing strategies (data driven routing)
    3. Consistent management of the response base across channels (Use SFDC reply assistant)

    3 votes

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  19. Is there a way to limit a manager to only see their team’s Time Off requests?
    I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.

    6 votes

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  20. Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes

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