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1197 results found

  1. users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.

    5 votes

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  2. The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to…

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.

    7 votes

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  4. Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?

    1 vote

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  5. It would be much faster to be able to add multiple agents for Time Off Management.

    1 vote

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  6. 2 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. ...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.

    7 votes

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  8. if you are an admin of the contact center, you should be able to login and view the dashboards etc.

    3 votes

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  9. Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

    4 votes

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  10. It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.

    5 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  11. We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.

    1 vote

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  12. We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.

    1 vote

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  13. Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.

    1 vote

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  14. The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.

    6 votes

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  15. This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers

    1 vote

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  16. It would be helpful to have access to detailed information regarding daily abandons, as well as successful follow-up to or from the contact. It's essential to identify which abandoned contacts have been reconnected with the agents, providing resolution.

    2 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  17. On one screen evaluators can view, listen and score with pause while typing. Currently The Interaction and Evaluation open in separate pages and the Evaluator must toggle between the pages if they want to view or pause the interaction as they move through the Evaluation form.

    1 vote

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  18. The native SMS options offered by RingCentral Contact Center (either via MAX or DFO) do not offer support for MMS messages. Only the Textel offering provides MMS support. MMS is used extensively in the US & Australian markets as it is included within mobile plans.

    2 votes

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  19. It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device

    17 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  20. It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.

    7 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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