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Contact Center & RingCX

Contact Center & RingCX

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279 results found

  1. 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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  2. 1 vote

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  3. 1 vote

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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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  10. DFO - emails need to be routable using the sender domain. For example, yourname@ringcentral.com.

    1 vote

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  11. 1 vote

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  12. 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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  13. 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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  14. 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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  15. 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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  16. We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.

    1 vote

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  17. Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.

    1 vote

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  18. This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers

    1 vote

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  19. Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.

    1 vote

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  20. We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.

    1 vote

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