674 results found
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Skill Notification History report does not show user who uploaded call list when "auto-start" checkbox is checked.
There is a defect, where the Skill Notification History report does not show the User ID when a skill is started by the auto-start checkbox when uploading a call list. Therefore when reviewing the Skill Notification History report, when auto-start is selected, there is no evidence of what user uploaded the call list. I creaated a support ticket, but the ticket suggested that I create a "new idea" ticket. I think this is a defect not a new idea. Either way, hope that this gets addressed soon.
1 vote -
DFO Inbox Management Improvment
As a DFO user, it would be helpful if resolved or worked cases were removed from my DFO inbox. Currently, if resolved or worked, any emails will remain in the DFO inbox unless manually removed, making it appear that the email still needs to be worked. This is confusing and clutters up the inbox, as does the “2 in inbox” messaging which makes it seem like this is new work and appears to be counting towards my active case count. It would be helpful to have a personal archive where these cases would automatically go after resolving so I can…
1 vote -
1 vote
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IVR: Create new industry standard for escalations (#ESC / #372)
During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…
1 vote -
Extending the 90 Day Limitation for showing Vacation requests in Manage Request and Agent MYZONE
It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.
1 vote -
Email Notification when IVR Phones Are Turned On and Off
Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
1 vote -
Max Agent Client - accepting calls dialog box to appear in different area
Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
1 vote -
Call Quality Report for Incoming Calls
Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
1 vote -
Add skills to dispositions
At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and inefficient. It would be great to have the ability to add skills to the relevant disposition once it is created.
1 vote -
Contact Center IVR press path summary analytics
Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the number abandoning from that path, and the number requesting an agent from that path.
1 vote -
Ring Central Contact Center My Zone Recent Interactions
Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.
1 vote -
Store CNAM of incoming ANI in variable - Contact Centre
When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured.I would like to see CNAM be captured in a Studio variable so that it can be used or passed to the agent accepting the call.
1 vote -
Error message needs to inform error reason for cannot disable user
When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
1 vote -
Adding Personal Emergency Response Locations on User Settings Template
Please update User Settings Template and Personal Emergency Response Locations so we can set up bulk Personal ERL by using the template
1 vote -
Allow customization of the DND menu prompt.
When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
1 vote -
Adding a pop-box when an interaction is selected to be evaluated, but has already been evaluated.
Ease of evaluating and refrains from double working.
1 vote -
Callback for missed calls
Taylor from Las Virgenes Municipal Water District is requesting to have the phone system call the extension or the phone number assigned to an extension for any missed calls that they will get aside from getting email and SMS notifications
1 vote -
Kudos call
The Kudos calls. It would be nice to have a system automatically submit a kudos call without the customer asking to speak to a supervisor because there are times the customer is giving you a 100% compliment about the service we are providing them but because we are customer service for a loan company they don't ask for a supervisor ..most of the times that a customer asks for a supervisor is when they are mad at the company because they feel like the customer service agent don't want to help them with what they are calling about. An automated…
1 vote -
RingCentral App Compatibility with Paralells Virtual Desktop
We have large customer Hertz who is using Parlells VDI in a BPO network in Malta and RC is not compatible. The obvious ask is can we integrate with this VDI version?
1 vote -
Make outbound calls while on an email contact
Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark email contact, (5) complete the email email contact, (6) go back to Available.It would be nice to be able to place the outbound call while still active on the email contact.
1 vote
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