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Contact Center & RingCX

Contact Center & RingCX

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  1. 5 votes

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  2. 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

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  3. This could be used instead of using MAX in its own browser window

    5 votes

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  4. 5 votes

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  5. 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

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  6. 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

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  7. 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

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  8. 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

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  9. 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

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  10. 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

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  11. 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

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  12. 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

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  13. 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

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  14. 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

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  15. 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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  16. It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the request without having to approve or deny it.

    5 votes

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  17. We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.

    5 votes

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  18. Add an option to escalate a Digital contact to a standard voice interaction, as opposed to being able to offer a RingCentral Video call.

    4 votes

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  19. RingCX requires many ingress firewall ports to be opened.

    4 votes

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  20. 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.

    4 votes

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