718 results found
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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 -
Allow automatic delivery of emails when Dynamic Delivery is Enabled
After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.
12 votes -
Updating Holiday Hours
Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.
We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…
11 votes -
Fax Preview When Sending Fax through Softphone
When sending fax through RingCentral softphone, a PREVIEW screen will enable the one sending the fax to validate the message or the file attachments before hitting the Send button. In the healthcare industry, it is imperative that we attach the correct patient test results in the fax messages sent to doctor's clinics.
11 votes -
Assign phone numbers to CCRN in MVP Admin
Hertz would like the capability to assign phone numbers to CCRNs so that they don't have to request this from RingCentral
11 votes -
Allow Agents to Schedule Commitments for Skills Not Assigned to Them
Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assigned to so that if they have a customer on the line that would be better assisted by an agent with another skill, but they are unavailable we could have them schedule a commitment for a later time. As it is, you can only schedule commitments for skills that you have assigned to yourself.Having…
11 votes -
New Metric on Reporting to Show Who is Clicking on +1 Contact
We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a report so that we have better visibility into which agents are actively asking for more work.
11 votes -
CXOne - Life Cycle Management - Rules
Please increase the max cap on the following restrictions under Life Cycle Management.+ Increase the rule limitations to be more than 10+ Increase the limitation of 10 skills max per rule+ Increate the limitation of 15 teams max per rule We are too large of an organization to be limited to these. These rules are dictated to support contract obligations and prevents us from fulfilling our internal and external needs. This also prevents us from expanding product offering and storage limitations....
11 votes -
Increase the size of the reply box for an email
The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.
11 votes -
Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension
Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…
11 votes -
Use "document.title" to change Tab title in Google Chrome to automatically update to reflect the current status (ringCx
We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'
This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.
When status is changed the following event is logged. Please see har files attached as a text doc.
the event…
10 votes -
iOS app support
Requesting integration with existing Ring Central mobile app so it will be properly supported in iOS
10 votes -
AI generated call notes/summary be sent to the ZOHO contact record that was called
Our customer requests the integration of AI-generated call notes and summary features from the RC App with their ZOHO CRM.
10 votes -
Schedule reminders in WFM for Contact Center
Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.
10 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.
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 -
Option in Agent Interface to request supervisor assistance
Agents in RCCC do not currently have a request assistance option for the agent to request supervisor support during an interaction. The request would be to build in a "Request Assistance" feature into the agent interface so the agent can initiate the request with messaging if assistance is needed from a supervisor. This should notify the supervisor that the agent is in need of assistance and allow the supervisor to communicate back to the agent and, if needed, join the conversation.
10 votes -
Survey & Feedback after calls
We are requesting to have a survey email or Feedback email after the call ends. Once the call ends we would like an auto generated email sent to the caller internally.
10 votes
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