718 results found
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More Flexible configuration of Custom Workspaces
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 -
Synch the Evaluation to the Interaction
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 -
Combine both mandatory disposition & ACW time
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 -
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 -
International - CC minute bundle SKU and minutes credit bundle
The request is for more simplified pricing for International Minute Bundles for Contact Center
1 vote -
Outbound Emoji with embedded links
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 -
QM Form to Enable Ranking on Form Sections
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 -
Show reporting on Abandoned calls for non full Admin users
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 -
1 vote
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RC CC Port Scalability with increased inbound of voice interactions
Many Contact Center customers have the need for large number of inbound calls at a moment's notice, without the concern of port limitations. When ports are exhausted, inbound calls are provided with a busy signal. This feature request would allow for inbound calls to be handled, and the customer billed for the additional port usage that were not contracted.
1 vote -
Ability for Quality Plan to return entire recording
Ability to request in the Quality Plan that it return the entire interaction that matched the filter criteria, not just the segment.
1 vote -
Whats app voice into contact center
Curalink, would like to give their global customers a cost effective way for them to call. Sometimes their customers do not have international dialing plans on their cells or do not have cell signal but they have Wi-Fi access. Curaa link would like to give these customer the option to make a voice call over Whats apps, as this would also keep them in Hippa compliance.
1 vote -
RingCentral Contact Center VDI Support for Azure iGEL OS
Nebraska Furniture Mart utilizes Azure VDI w. IGEL OS. This is currently not supported by NCX and will require testing and support. Deal is in jeopardy status due to current support for VDI.
1 vote -
RCCC to provide transcription within SFDC Service Cloud Voice - Real-time and Historical
Customer requires that NiC CX One be able to provide both real-time and historical voice transcription within the framework of SFDC Service Cloud Voice. Competition Vonage offers this today.
1 vote -
Ability for agents to schedule a commitment for a specific colleague
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 -
Audible "Upcoming Event" Notifications in MAX Agent
There are A/V notification settings for a new contact, agent message, etc. but there is no way to have an audio reminder of an upcoming event in WEM. This would be extremely beneficial to agents that could get distracted by another task and lose track of time. For example: As an agent, I would have to remember to toggle on my "Morning Break" or "Lunch" status every day at the right time. If I am working on another item on the side, I could miss my break and not realize it until 10 minutes after. If I had an audible…
1 vote -
Outbound call recording
Have an option to select specific user to have the outbound call anouncement.
1 vote -
Add a notification/chime feature to the MaxAgent call Deposition (where time can be chosen by user) that notifies user if they have forg...
...otten to complete a Deposition. If a deposition has not been completed within 4mins for example, a chime would sound or notification flash alerting user to wrap up their deposition.
1 vote -
Your directions for, "Setting your presence for desktop and web are wrong. Number 1 says, "Select your profile picture at top right." In...
... recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.. I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.
1 vote -
Phone Prompt
We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you
1 vote
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