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Contact Center & RingCX

Contact Center & RingCX

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1197 results found

  1. Salesforce Adapter needs to support the integrated softphone option the way CMax client does.

    2 votes

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  2. Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.

    2 votes

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  3. Corporate Directory search in the Salesforce Adapter is case sensitive. It needs to be insensitive to match Cmax client.

    2 votes

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  4. Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.

    2 votes

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  5. do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.

    30 votes

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  6. A simple but very useful feature to have.

    5 votes

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  7. Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it will be sales supervisors doing the dashboards, they do not have access to server room so we will have to reconfigure to allow access to that machine. either embedded encryptes credentials in URL or a sharable link would be viable solutions

    7 votes

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  8. For the Max Agent, when an agent creates a conference call, they need the ability to place the call on hold. Currently when the agent is in a conference call, the hold button is greyed out. The agent typically has the customer on the line and then has to set up a conference call to bring in an interpreter and other parties to complete the customer request. When doing this they need the ability to place the conference call on hold.

    6 votes

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  9. Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.

    4 votes

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  10. When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click enter to complete the transfer.

    5 votes

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  11. Would like the ability to show (either within MAX Agent Reports or the WEM tabs of MAX) a quick and easy quality scorecard for the agent over a time period. Currently, an agent can review individual evaluations or would need to be provided very customized reports or dashboards.

    5 votes

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  12. Within RCCC Admin / Scheduling Units, it would be helpful to have the ability to duplicate / copy an existing scheduling unit. Currently you have to create new scheduling units & start again.

    5 votes

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  13. Calls from RingEX into the personal queues of RCCC agents are not fielded unless the agent is available. This leads to calls to the RingEX extension instead of RCCC personal queue. The ideal solution is for Studio scripting / RCCC logic to recognize that a call is from an RingEX extension & either present to the agent irrespective of availability or in some way change the availability to allow the call to be delivered.

    3 votes

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  14. If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.

    5 votes

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  15. Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call

    10 votes

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  16. Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.

    3 votes

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  17. Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms.Create reporting for this areaTemplate to automate extraction of raw data and export. This would be similar to the ACD metrics currently available.

    3 votes

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  18. Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.

    2 votes

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  19. Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.

    3 votes

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  20. Requesting a password reset on Contact Centre very often doesn't work and the user doesn't receive the email from NGAgentEventLog@incontact. It can sometimes take 2-3 times before the email goes through. It would therefore be extremely helpful if Admin had access to be able to change the password for a user, like we can in the Ring Central UC.

    1 vote

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