1045 results found
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Duplicate QAs
We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.
1 vote -
Replace interaction function.
A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.
1 vote -
IN PC your data does not include Agent Name and ID for all dispositions or classification
The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur
1 vote -
cu wants a feature that can trigger vm of the cellphone they are calling
cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
• Account Name: Indiana Partnership 211 Main1 vote -
Give both transferrer's details and the number being transferred to the receiving agent
Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…
1 vote -
Caller ID- Feature Request
When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.
1 vote -
Add additional fields on the Engage Voice Login screen for users with multiple agent choices.
See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they needed to work. Then we were forced to link their accounts to Service.RingCentral. This changed all their login names to be connected through one login email. On the attachment, you will see when they login they have the option to choose which user they want, but the information displayed is not detailed enough to determine which one to choose. I…
1 vote -
Dialer (PC) removal of records without deactivating an entire list
After I load a list the only way to make a correction is to deactivate the list and reload a new list. It would be nice to have a UI that can be used to remove a record, edit a record (change SCORE),etc....
1 vote -
On all UI screens make them expand as the available real estate expands.
Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.
1 vote -
Show the number of evaluations that have been completed in the Performance Monitoring next to the average score.
Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.
1 vote -
Please add multiple save options once an evaluation is complete.
Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.
1 vote -
Variable pane in trace mode should go to its original position when pressing ALT tab on Studio app using Windows computer
When in Trace mode and you detach the Variable pane from the Trace pane (there are now two windows) the Variable pane doesn't track. If you Click an app that hides the Trace and Variable windows then ALT-TAB or click the Trace icon in the Task bar only the Trace window appears. The Variable window does not. It also does not show up in the ALT-TAB task list.Please refer to this link to see what the customer wanted to happen: https://www.dropbox.com/s/8afly5y5pxui98f/2022-05-04_11-34-52-Studio-TraceVariableDoesnotShow.mp4?dl=0
1 vote -
Allow people to look through contacts or do other non-phone call things while listening to voicemail
This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab
1 vote -
Upload pics & maps to the Knowledge Base
For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.
1 vote -
Contact Center - Add recordings to a skill without RING Engineering engagement
I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.
1 vote -
Chat Feature to add to company website
It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.
1 vote -
Customize Work Time
Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show them as unavailable for inbound calls, but would not against them in the working rate. Currently, we have to manually add this time back using an Excel spreadsheet! If we can add customized unavailable codes, we should be able to indicate if these codes should or should not be included in the work time.
1 vote -
Ability to disable weighted scoring so that multiple scores can be visible
Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other.Example:A single form that shows two separate scores/rankings by section/category within the same form.A Customer Experience ScoreA Mechanics ScoreAs it stands today, I have to uncheck the "Scorable" option for one of the sections and use a separate application (DOMO) to pull the data and create a separate score.There isn't a way for me to disable the overall weighted scoring or ranking.
1 vote -
Option to remove RNA state
Would like to have the option to disable RNA state for all agents
1 vote -
multi
https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely.Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (kixie )Now, What Ring central can do better. since its native intigiration with zoho crm. we select multi leads to call 4 or more at a time. Lets say 3 office staff is calling the leads. now system called 4 leads and one of lead answered the call. now either auto leave voicemail upon voice mail prompt or if…
1 vote
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