677 results found
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To add Disposition Code and Disposition Comment to custom report fields
Add Disposition Code and Disposition Comment to custom report fields
3 votes -
Increase the limit of widgets on the dashboard.
Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.
3 votes -
Call routing that feature that will go back to the top once it's at the bottom
The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.
3 votes -
UI Suggestion: Call and Hang up buttons to be re-positioned
UI suggestion:
The Call and Hang up button are essentially in the same spot and a few times at the end of a call, the doc hangs up before me and I almost click the call button. I've noticed that the docs number is still sometimes there so I am worried that I will call the doc back after hanging up. Not a huge problem because I haven't missclicked yet, but if the buttons were offset - maybe the call on the left and the hang up on the right - I wouldn't run into that.
Maybe set the button…
3 votes -
MMS support for native Contact Center SMS channels
The native SMS options offered by RingCentral Contact Center (either via MAX or DFO) do not offer support for MMS messages. Only the Textel offering provides MMS support. MMS is used extensively in the US & Australian markets as it is included within mobile plans.
3 votes -
Expand Dashboard Widget to full detailed view
It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.
3 votes -
More Agent info in Dashboards
Request is for the ability to set thresholds for any number of metrics like State, Talktime, etc. that change color and/or brings focus to the supervisor. The Contact List widget does some of this but some customers would also like this at an Agent level.
3 votes -
Ability to check the agents schedule prior to routing.
The request is for an agent’s WFM schedule (namely if they are on leave) can be referenced when an interaction is being routed, with the scenario being if an agent is on leave for X number of days, route to an alternative user / group to ensure something is answered. Current Workforce Management APIs do not have the means to bring this info into the contact flow. This would be a really intelligent way to route interactions based on an agent's schedule (to look ahead to PTO for the agent vs current methods, which is a single point in time…
3 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 -
Ability to receive internal calls or transfers from RingEX users, even when set to unavailable
Calls from RingEX into the personal queues of RCCC agents are not fielded unless the agent is available. This leads to calls to the RingEX extension instead of RCCC personal queue. The ideal solution is for Studio scripting / RCCC logic to recognize that a call is from an RingEX extension & either present to the agent irrespective of availability or in some way change the availability to allow the call to be delivered.
3 votes -
Allow customers to self-service set up CCRN's in Service Web
Some customers need to regularly make changes to how they are routing calls from RCO over to RC CC because they are regularly establishing new lines of business and closing old ones out. As a part of their changing business, they have a regular need to set up and tear down CCRNs. Currently, customers are not allowed to set up CCRNs on their own and Professional Services or Support must be engaged.
3 votes -
5 digit number block
Please enable the ability to block 5 digit numbers. The amount of political spam we receive is ridiculous. This feature request was submitted years ago and we still don't have this ability.
3 votes -
3 votes
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Dispositions in Max Agent - Ability to create sub dispositions
We are looking for the ability to create sub dispositions under a disposition. This would give us the ablity to match up from Max Agent to Zoho CRM which we are moving too.
3 votes -
Addition to Dynamic Address Book
Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
3 votes -
QM - Request Further Review - Shouldn't Go Back to the Evaluator
If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the QM Manager or Supervisor.
3 votes -
QM - Bonus Point Capability
There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.
3 votes -
The ability to set up certain skills/queues from allowing transfers
We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.
3 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 -
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
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