245 results found
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WFM Pro - Ability to edit meetings in bulk
You can add a meeting for multiple agents at one time, but if you have to modify anything with that meeting, you have to go through and update it one at a time which can be very cumbersome and time consuming.
6 votes -
WFM Pro - Schedule generation - Ability to lock in activities when generating schedules
When using the scheduling generation module, have a prompt to select activities that can't be overridden if they have already been added to an agents schedule. Currently it is a shot in the dark if you have to generate a new schedule and get the prompt that schedules may be overridden on if that would include meetings, absences etc.
6 votes -
Automatic hold for warm transfers using integrated phone
Many customers would like to have a warm transferred call automatically put the far end on hold. This functionality is available within agent scripting. However, some customers use the RingEX extension integration which would require the agent scripting to use webservices. This change would give customers the ability to choose how they would like to handle warm transfers on a queue/campaign level and would alleviate the lift required to mimic this functionality.
5 votes -
RingCentral Office Call Deflection into Engage Digital
The request is for RingEX IVR/call queue standalone to have the native ability to configure deflection into RingCX whatsapp/FB messenger/via SMS. For Example, in the IVR configuration, press 2 to receive an SMS with the whatsapp/FB Messenger link to start a digital conversation with agents.
5 votes -
Build an Agent Console for RCCC that is embedded into RCV
This could be used instead of using MAX in its own browser window
5 votes -
5 votes
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Allow More Dialing Options for Outbound
The RingCX approach to outbound dialing is unique to the industry. There is a lot of value in this style of dialing (dial groups with campaigns, with only one dial group dialing at a time for an agent), but there are multiple markets with the style of dialing (example being insurance) that would allow agents to be a part of multiple campaigns across dial groups, support skills based routing (like on ACD), and take into account agent rank would also be helpful.
5 votes -
Ability for agent to place conference call on hold
For the Max Agent, when an agent creates a conference call, they need the ability to place the call on hold. Currently when the agent is in a conference call, the hold button is greyed out. The agent typically has the customer on the line and then has to set up a conference call to bring in an interpreter and other parties to complete the customer request. When doing this they need the ability to place the conference call on hold.
5 votes -
Allow for copying of a scheduling unit in Workforce Management
Within RCCC Admin / Scheduling Units, it would be helpful to have the ability to duplicate / copy an existing scheduling unit. Currently you have to create new scheduling units & start again.
5 votes -
Provide Quality Management scoring context from within MAX
Would like the ability to show (either within MAX Agent Reports or the WEM tabs of MAX) a quick and easy quality scorecard for the agent over a time period. Currently, an agent can review individual evaluations or would need to be provided very customized reports or dashboards.
5 votes -
Pulse - Clone other user's pulse alerts
At present in Pulse you can clone your own Pulse alerts, but when viewing other user's alerts, you are not presented with the option to clone. This makes the sharing of good configuration more difficult. Would be helpful to be able to extend clone ability to other user's alerts.
5 votes -
Tiered Dispositions
Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.5 votes -
To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.
When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser…
5 votes -
Bulk Upload / Template in uploading or updating Company Emergency Response Locations (All Sites/ per sites)
Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)
5 votes -
QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments
When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see each person’s forms with comments.
5 votes -
QM - Bulk Delete Unused Interactions
Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
5 votes -
Contact Center - Disposition Coding Pop Up into window
To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.
5 votes -
Notification when Task Call Recording Delivery Fails
If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.
5 votes -
There is no elegant way to transfer to RC Office extensions through the MAX agent
When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click enter to complete the transfer.
5 votes -
Schedule Prebuilt Reports, and add their data field to "Data Downloads"
Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.
5 votes
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