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Contact Center & RingCX

Contact Center & RingCX

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1472 results found

  1. Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes
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  2. Currently, both Quality Management Analytics & Interaction Analytics only support English (UK & US). Additional languages requested are German, Castilian Spanish, Italian, and Portuguese.

    3 votes
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  3. We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .

    2 votes
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  4. To view dashboards in RCCC you need a full agent license. This inhibits customers from being able to add wallboards or non contact centre users to easily consume contact centre data without spending out on an additional user license. It would also be helpful for each dashboard to have its own URL for easier user consumption.

    8 votes
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  5. Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.

    6 votes
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  6. My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call.Many of my calls are from gov officials overseas who are hard to reach.I also do not have time OR INCLINATION to have to keep logging in, or checking somewhere for my messages. I want them pushed to me AS TEXT so I can choose how to reply, real-time.Here is the caller experience:CALLERJohn calls XYZ corp and gets a nice message, "You have reached XYZ, etc"Your system does this.and then the system…

    4 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa

    109 votes
    Planned  ·  19 comments  ·  Other  ·  Admin →
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  8. Though there are other ways to accomplish this, many customers would like to have this functionality.

    3 votes
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  9. 3 votes
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  10. Standardize the naming convention across the platform

    1 vote
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  11. The goal is to have an interaction found within Interaction Analytics to be quality scored either from the interaction in IAP or sent to an evaluation / quality plan in QM / QMA. Currently this would be a manual process where a user finds an interaction in IAP, then has to find via Search & manually evaluate.

    2 votes
    How important is this to you?
  12. It would be really useful if as a Super Admin, you had the option to view as another user's security profile. So, rather than having to change your own profile security level, you could view it as someone else, to check they have the correct access and or permissions. This would be useful on both Ring Central and Contact Centre.

    3 votes
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  13. It would be helpful to have several pre-built roles for customers to choose from. Examples could be:
    1) Full Access - Super admin for the account (this one's already there).
    2) Agent Admin - Access to view and change all agent settings, as well as analytics.
    3) Reporting Admin - Access to analytics only. No access to view or change anything in the admin section.

    2 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  14. Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at the end of every month.

    4 votes
    How important is this to you?
  15. I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?

    25 votes
    How important is this to you?
  16. When searching and pulling calls from Long Term storage, the supervisor doesn't receive any notification that the calls are available to listen to. An email or notification that the call was requested for retrieval and when this is available to listen to would be an enhancement to the platform.

    4 votes
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  17. Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.

    6 votes
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  18. The request is to have CCaas included in VGE.

    1 vote
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.

    8 votes
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  20. 2 votes
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