245 results found
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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 -
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 -
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 -
copy schedule without time off copying over
I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.
3 votes -
Time off - view only team - not entire company
Is there a way to limit a manager to only see their team’s Time Off requests?
I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.6 votes -
Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice
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 -
Support in Analytics for non-English languages
Currently, both Quality Management Analytics & Interaction Analytics only support English (UK & US). Additional languages requested are German, Castilian Spanish, Italian, and Portuguese.
3 votes -
The auto Disposition option needs to change agent to an on -hook aux state
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 -
"Dashboard only" license & dashboard URLs for RCCC
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.
7 votes -
QM - Bulk Delete Unused Interactions
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 -
Change agent state through Max Supervisor
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
105 votes -
Ability to "Cherry Pick" callers out of a queue
Though there are other ways to accomplish this, many customers would like to have this functionality.
3 votes -
3 votes
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Ability to push interaction from Interaction Analytics to Quality Management
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 -
Have the option to view as another user (security profile)
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 -
Reporting for Current Time Zone
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 -
Give possibility to calculate the SLA on FB Messenger over all responses, not only the on the first response.
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 -
NiC Contact Centre Long Term Storage retrieval notification
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 -
Increase size of Local Connect Buckets
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.
3 votes -
Add RCO response and Audit Trail Log for "Ask the Expert" functionality within Engage Digital
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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