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1359 results found

  1. Quality planner in QM has limitations; unable to select an individual instead of a group.

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  2. Please can we have Admin access to reset Agents passwords on Contact Centre

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Gmail and Slack client

    Allow Gmail and slack client, so as to semlesly integrate emails and slack into tasks, from the email call the person or send person a text all ones work critical communications in one place the “iCRM (Internal Customer Relationship Manager)” as I call it, internal customer is just as important yet we are thrown a bunch of tools like slack and gmail to non technical people which are supposed to make communication more efficient, but without knowing how to use these tools efficiently. If Ringcentral can build an efficient call it “platform” for a lack of a better word, I…

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. More Agent info in Dashboards

    Request is for the ability to set thresholds for any number of metrics like State, Talktime, etc. that change color and/or brings focus to the supervisor. The Contact List widget does some of this but some customers would also like this at an Agent level.

    3 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. Ability to create custom fields by source

    This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
    A few additional points:
    - Only relevant fields for the current customer are shown on a conversation
    - Data is segmented across a BPO's customers

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  6. CNAM for RingCentral Contact Center

    CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.

    13 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. Add ability to search email transcript by keyword in Contact Center

    Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. Monthly view in schedule manager

    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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  9. Don't change the supervisor state when the supervisor monitor or listing in a call for their agent

    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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Create a Repeat Queue Event option

    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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Show what number your customer is calling with customer number.

    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

    8 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  12. Transfer to user's voicemail without ringing user from contact center

    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.

    7 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  13. Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets

    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.

    9 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  14. Engage Voice - Campaign Disposition Rules

    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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  15. Update Custom Caller ID Bucket's granularity and lifecycle flow

    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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Synchronize a single address for each Google My Business source connected to the platform

    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
    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  17. On OSH supported Dashboard, show all interactions agent is working

    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
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
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  18. Contact Center - Disposition Coding Pop Up into window

    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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  19. Embedded agent in Oracle Service Cloud (OSC)

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. Update RingCentral agent availability statuses in Salesforce user fields

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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