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1329 results found

  1. Hourly Outbound Overview Report

    Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.

    3 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  2. Add contact center licensing in the IC portal

    the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.

    10 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Add info about customer message nature in API and log

    The ask is to add 'GET content API' in order to be able to differentiate in message sent by the customer if the answer happens from a click on a structured message or from writing the answer on the keyboard.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Agent Count While Waiting in Queue

    7 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  5. Tiered Dispositions

    Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
    Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
    If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
    If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.

    6 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  6. RCCC - Improve Quality Management File Retrieval

    Many customers use a form of long term storage to store recordings for later reference & review. Currently, if a Quality Management task is assigned, if the recording has passed to Long Term Storage, the evaluator must wait 3-5 hours for the recording to come back from storage. This feature request asks that any interactions assigned within a Quality Plan to an evaluator are retained within Active Storage for immediate review.

    4 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. Add send voice note option in the SDK

    It's helpful for the customers instead of typing their inquiries. Also, the chatbot can handle it so it's an advantage

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  8. Edit Completed Evaluation

    My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.

    9 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  9. WhatsApp Outbound API

    Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).

    15 votes
    2 comments  ·  RingCX  ·  Admin →
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  10. Delete conversation history from customer side

    add a new option or button to delete chat history from customer side

    7 votes
    Future Consideration  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  11. Pulse: Get Pulse for Engage (Digital / Voice / Omni)

    Extend "Pulse" to all Contact Center solutions.

    3 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  12. RingCX Scheduled Reports cohesive naming convention

    2 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Embed agent into RingEX

    The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.

    49 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
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  14. QM - Evaluation Details Report – Average Score Column

    Please see the attachment. Column J shouldn’t state ‘Average Score’. Please change to ‘Score’. The numbers listed are individual scores for the agents. They are not averages.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. QM - Reports – Interaction and Evaluation Date

    Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.

    6 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  16. QM - Feedback Comments - Punctuation Doesn't Carry Over from Word

    A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.

    2 votes
    Future Consideration  ·  3 comments  ·  Other  ·  Admin →
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  17. QM - Calibration Screen – Needs Interaction Dates

    Please add the Interaction Date to the Calibration Screen; see screenshot

    2 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  18. QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

    When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see each person’s forms with comments.

    6 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  19. QM - Reports - Form Name Titles – Don’t Display Fully

    In reports, the form names are cut off/short. When the user hovers over the form name, the full name should reflect. I have attached screenshots.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. QM - Reports – Only Active Forms Should Display

    For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.

    4 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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