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Contact Center & RingCX

Contact Center & RingCX

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  1. Request is for RingCentral Contact Central to work with letters & characters from German, French, Polish, Swedish, Norweigan, etc. Non English customers have their names spelt incorrectly, which can create a bad impression. This is especially relevant to German customers.

    1 vote

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  2. MS Teams and Slack are native DFO channels in RCCC. Since RC MVP offers similar capabilities for messaging, it should be as well. RCCC provides a bring your own channel SDK so this can be done initially with just RC development resources. In the long term, NCX should build the integration as a native DFO channel.

    1 vote

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  3. Tying Custom Workspaces to the Business Unit limits usefulness for larger customer deployments. Custom Workspaces are an all-or-nothing feature that doesn't work for all agents in the same BU. It would be more useful if Custom Workspaces could be associated with a Team or Group of agents or even better, associated with a Skill. This would be very useful for BPOs with agents handling interactions from different customers or larger single customer deployments where agents use different applications based on the skill or digital queue.

    1 vote

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  4. On one screen evaluators can view, listen and score with pause while typing. Currently The Interaction and Evaluation open in separate pages and the Evaluator must toggle between the pages if they want to view or pause the interaction as they move through the Evaluation form.

    1 vote

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  5. 1 vote

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  6. 1 vote

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  7. Within RCX portal, there is no way to delete a channel once created.

    1 vote

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  8. At present, you can either set a disposition in a skill to be mandatory, or provide a timer for after call work. Some customers have requested the ability to make a disposition mandatory & also count down the ACW rather than one or the other. The ability to provide a default disposition to be used if timer ends before a disposition is entered would be helpful as well. Ideal Scenario: Agent is mandated to provide a disposition, but after call work is timed.

    1 vote

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  9. 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

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  10. Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.

    1 vote

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  11. The request is for emoji or words in their reply messages within chat and email to have an embedded link when clicked that routes to their feedback reporting tool. This would be the ability to send an outbound survey from the original reply to a customer, Feedback Management in particular.

    1 vote

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  12. Currently, ranking is only enabled for the entire QM Form. Many customers would like to have ranking enabled for each section in addition to ranking of entire form.

    1 vote

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  13. Some customers use RCCC in various parts of their business who should not have a view of each other. However, they cannot see Abandoned calls in Reporting as these aren't assigned a team / campaign. They can only do so when All & Future is enabled from the role & permission.

    1 vote

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  14. DFO - emails need to be routable using the sender domain. For example, yourname@ringcentral.com.

    1 vote

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  15. 1 vote

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  16. Similar to how a RingCentral Contact Center agent can currently schedule commitments for a skill or for themselves, some organizations have requested that agents also be able to schedule commitments on behalf of a specified colleague.

    1 vote

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  17. The Green bar within the Salesforce Integrated toolbar for Contact Center is used to expose the call controls for the active call (see attached screen shot). The green bar only moves when the cursor hovers over the bar and goes back when the cursor is moved. This is causing confusion for agents when they use the app because often the bar doesn't move as expected when the cursor is hovered over the bar or is moved away from the bar.It would be easier to use if the arrow on the green box was actually a clickable field indicating whether to…

    1 vote

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  18. On August 28, 2020 this feature worked. On September 20th, 2020 I noticed it gone. Why was it taken away? I opened ticket 11493484 to have this repaired but now we're being told it is a feature request. This is so weird. This feature, that was there, allowed us to create users, get their meeting-ID and configure the meeting-id inside InContact call-center so the new agent (when they started) would be able to click a button to send a meeting request to the client on the phone. Now that work-flow is broken. Please bring this back...

    1 vote

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  19. 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

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  20. 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.

    1 vote

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