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1316 results found

  1. Option to place agent in unavailable state when working DFO interactions

    Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.

    8 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  2. Sip Error Place it on pass options

    We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Increasing file size limit for file uploads when submitting a support ticket

    File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

    17 votes
    Future Consideration  ·  4 comments  ·  RingCX  ·  Admin →
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  4. Make Chat Disposition Required

    Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. Gamification

    Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. Allow Creation of Specified Groups in Contacts

    For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a segregated contact group for Vendor contacts.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  7. Add a KPI on Analytics to have a Disconnect Initiator

    I want to request to have a KPI on Analytics for Disconnect Initiator. For us to be inform if the disconnected call happened on our side or on the customer side.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  8. Add inline images to the body of an email

    Please allow images to show inline as this is very helpful for chronological screenshots. Having the images only as attachment is useless in this scenario.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  9. Add a notification/chime feature to the MaxAgent call Deposition (where time can be chosen by user) that notifies user if they have forg...

    ...otten to complete a Deposition. If a deposition has not been completed within 4mins for example, a chime would sound or notification flash alerting user to wrap up their deposition.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. Personal Connection Automation

    Outbound based prospective customer would benefit from greater WFI capabilities: alerts to list exhaustion, automatically moving agents when lists are exhausted or based on agent load. WFI does not provide these capabilities at the moment, and all proactive management & alerting is focused on inbound activity.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. Pulse - Alerts for outbound personal connection

    Some customers have more outbound traffic via personal connection than inbound. The specific ask is for list notifications: When data in dialing list is getting low - notifications to agents to move skills and supervisors to move agents or add more data.

    1 vote
    Under Review  ·  0 comments  ·  Contact Center  ·  Admin →
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  12. Enhance the Lead Load Report

    I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?

    13 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Give customers option to only have SLA calculate during business hours

    Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.

    7 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  14. create a link with equisoft crm

    similar to salesfore app you have

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. Prevent Last Agent Logout when Queue is Active 'Option"

    The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  16. RingCX Agents using MVP

    Add RCX Agent integration with MVP on the backend. The Video could be launched from Chat or its own Web link. It would be helpful for the Customer to be able to toggle video on or off while the agent is live to the Customer.

    7 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  17. Customer Journey Cradle-to-Grave Report

    The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.

    15 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Modification to UI in User Hub

    For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…

    7 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. Add the date into the Chat streams in Agent view. Currently it only displays time.

    In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Bring Back Ability to Enter Special Characters in From Field of Email Templates

    After moving from the https://portal.virtualacd.biz/legacyagent/#/login URL to the new https://engage.ringcentral.com URL, our agents can no longer send email templates that have special characters in the from field (the send email button is grayed out until the special characters are removed). This was a useful feature because it allowed us to give email addresses labels, which has been requested from clients in the past when sending out emails for outbound campaigns. Here's the formatting we want to be able to use on the new platform: 'Email Label'exampleemailaddress@exampledomain.com. This way, when the customer receives the email, they will see a…

    3 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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