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1385 results found

  1. Independent Evaluation Not Tied to an Interaction

    We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.

    2 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  2. Sound Alert to Notify Agents in Engage Voice when their Status is in RNA

    Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.

    9 votes
    Implemented  ·  2 comments  ·  RingCX  ·  Admin →
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  3. Improve sharing of real-time analytic dashboards

    Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option…

    6 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Enable syncing of contact/address book across all users

    Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    124 votes
    28 comments  ·  Other  ·  Admin →
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  5. Caller ID- Feature Request

    When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. Give both transferrer's details and the number being transferred to the receiving agent

    Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…

    1 vote
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  7. cu wants a feature that can trigger vm of the cellphone they are calling

    cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
    • Account Name: Indiana Partnership 211 Main

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Expand Dashboard Widget to full detailed view

    It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.

    2 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. IN PC your data does not include Agent Name and ID for all dispositions or classification

    The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  10. Hour of Operation Status Column for "Open" or "Closed"

    Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.

    2 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  11. API library for Real Time Interaction Guidance

    There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.

    8 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
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  12. Interaction Issue Hot Button

    The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…

    18 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Replace interaction function.

    A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  14. Duplicate QAs

    We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  15. Allow Admin to See a User from the User Prospective

    SInce you changed the ability to store all passwords, we find it extremely difficult to troubleshott when issues arrise. It would be nice if RIng Central will program the ability for an admin to switch their user to see what the Agent is seing.

    4 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Including Maintenance and Updates in this portal

    You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Need reports extracted immediately after 00:00 Hrs EST

    Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with correct data

    2 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  18. Add Glip / MVP messaging as a native channel in CXone

    CXone currently has the ability to ingest an MSTeams stream as a channel directly into CXone. I suggest an integration into RingCentral messaging that will allow us to integrate RingCentral messaging as a direct channel in CXone so internal users and even external customers also using RingCentral can queue and communicate with agents in MAX/CXone as well as agents being able to initiate an outbound message to an Glip group, agent, or supervisor right from the CXone agent interface.

    8 votes
    Under Review  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. Central Dashboard to allow all employees to view

    I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…

    4 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. Bulk Upload / Template in uploading or updating Company Emergency Response Locations (All Sites/ per sites)

    Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)

    5 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
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