246 results found
-
Increasing file size limit for file uploads when submitting a support ticket
File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded
17 votes -
QM – Evaluation Notifications – More Than One User
When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.
15 votes -
Customer Journey Cradle-to-Grave Report
The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.
14 votes -
Support Edge Browser
Currently Edge is not supported. Request to have it officially supported.
14 votes -
14 votes
-
14 votes
-
Use RingEX minutes for contact centre outbound dialling
The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.
13 votes -
Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
12 votes -
Callback feature: add the ability for caller to record their name/message for support call back feature
When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?
12 votes -
QM - Evaluation Notifications – Need Via Email
When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.
12 votes -
WFM Pro - Ability for skills in ACD module and WFM skills to sync.
It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.
12 votes -
AI/NLU for Voice Bots (IVR)
AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.
11 votes -
Ability to Route Contact Center calls back to RingEX Queues
Request is for an automatically redundant way to deliver calls to the Contact Center when a disruption occurs, which could be software or transport. It could be an audio path in the SBC that route the inbound calls from RingEX to RCCC and, if RCCC is not available, then those calls can route to an RC UC hunt group and still be delivered to those agents.
10 votes -
Add Contact ID to the Audit Activity Report
This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.
10 votes -
Tiered Dispositions
The request is to have the ability for tiered or nested dispositions. Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition. For instance, when disposition is selected, then a 2nd drop-down window is presented to allow the agent to choose from the secondary list. When dispositions are required, allowing an option to require TAGS would also be helpful as well.
10 votes -
WFM Pro - Meeting Scheduler - Recurring Meetings
It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.
10 votes -
Edit Completed Evaluation
My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.
9 votes -
Option to place agent in unavailable state when working DFO interactions
Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.
8 votes -
Post Call Surveys within the Interface
The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.
8 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
- Don't see your idea?