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Contact Center & RingCX

Contact Center & RingCX

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263 results found

  1. It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well

    7 votes

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  2. add a new option or button to delete chat history from customer side

    7 votes

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  3. Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.

    7 votes

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  4. Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.

    7 votes

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  5. Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it will be sales supervisors doing the dashboards, they do not have access to server room so we will have to reconfigure to allow access to that machine. either embedded encryptes credentials in URL or a sharable link would be viable solutions

    7 votes

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  6. Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.

    6 votes

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  7. 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.

    6 votes

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  8. 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.

    6 votes

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  9. 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.

    6 votes

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  10. 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.

    6 votes

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  11. Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.

    6 votes

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  12. The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.

    6 votes

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  13. Is there a way to limit a manager to only see their team’s Time Off requests?
    I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.

    6 votes

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  14. 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

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  15. 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

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  16. Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".

    5 votes

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  17. Currently within RingCX, if a customer has a need for customized caller experience per agent, various routing requirements for agents, or something similar, they have to create an individual queue for every agent. This becomes cumbersome for a manager and reporting is not set up for this when wanting a wholistic view. Many customers see this as a requirement. Having a simple checkbox, drop down menu, or something similar associated at the agent level that allowed for simple management and reporting of direct agent routing would solve many issues for customers, new and old.

    5 votes

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

    5 votes

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  20. 5 votes

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