968 results found
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Timezone option for Engage Voice Historical Reports
In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports
1 vote -
Add Contact Center to the Uptime History Report
Add Contact Center to the Uptime History Report
1 vote -
Add to indicator functionality
I am looking for an indicator change when the user locks their PC or is away for some time.
1 vote -
Include Calling number and Customer Name for Abandoned Call Notification for Pulse
It will be helpful if we can include the caller's phone number and Caller ID when we receive a missed call notification on Pulse. This will allow the Contact Center Managers to effectively manage their abandoned/missed calls since they are able to easily access the phone number and who to contact if needed
1 vote -
Custom Notification query option for "Undelivered" interactions
Recently we had a situation in which a dedicated agent working a channel had retired and the manager over that channel neglected to assign a replacement agent to take it over. This resulted in any message entering the system on that channel being immediately removed from routing mode and put into an "undelivered" queue so that when we did figure out this was happening and added an agent to that category none of the past messages would deliver to them. We attempted to build a Custom Notification to alert us to this situation happening in the future, but there is…
1 vote -
Provide reports to show the list of phone numbers that are not used or that has no activity for a certain time
User ID: 62380350023This customer wants to view the phone numbers that have not been used for at least 60 days to check if they can remove/cancel the phone numbers from the account. He wants to view it on the logs/reports instead of manually searching for the phone number.
1 vote -
Reporting Enhancement request
Reporter - Gauri Karnik gkarnik@accurate.comCumulative report for all team members. Each team member’s name must be selected and view their call logs.It reflects only 20 calls per page for each user.We cannot export the report in excel from ring central and need to copy the details from every page (20 per page) for all team members.
1 vote -
Engage Voice Historical Report_Inbound call detail_Call recording is shared with both agents
When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.
1 vote -
Tag a Call as Abusive
Does RingCentral have the functionality to Red flag a number to the agents.For example - If a caller is abusive , can we add a flag that will notify the agent getting the call through RingCentral that they have a potentially abusive caller ?
1 vote -
Adding the Create Contact function to the functions under + on the desktop app
I find it takes an extra navigation step to add a contact, send a message, then go back to add another contact. Add a contact should be an option accessible by clicking the big + sign in the upper right corner of the dashboard.
1 vote -
RC Phone App migration to RC App (Unified) to be more easier.
Hi – my only outstanding question was whether RC has any plans to make the migration off of RC Phone any easier, meaning allow us to change user defaults globally, or just at the admin level (like we could from Meetings to Video). Trying to chase down every single (non-sophisticated) user to make a manual configuration setting change is an unnecessary administrative burden. Hopefully, if RC is encouraging migration, there are plans to allow Admins to make that change.
1 vote -
Broadened option to filter call performance-by breaking down direct lines within the call queues
Within the phone system on the admin portal-we have call queues. We have multiple numbers within one call queue that get patched through to our various agents that are on call. When I go into performance reports as well as having the option to breaking down the incoming calls for that month or week by agent or call queue I would like to have the option to breakdown the incoming calls that we had by direct line that our patients called into.This way I can have a further understanding of which lines have a lot of traction and which lines…
1 vote -
Ability to process deleted pending activities.
Need ability to approve or remove pending deleted activities as an admin. There is a deleted activity sitting in queue. There is no filter to only see active or remove deleted types.
1 vote -
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
1 vote -
Monitor live incoming calls to a queue as soon as it comes
The ability to automatically monitor live inoming calls to a queue as it comes
1 vote -
Provide a way to see how many Contac Center Agents are available for a phone call
Currently, we can only see how many agents are logged into the Max Agent, but if they have not properly logged into their phone, they are not available to take calls. Call Center supervisors would like to know how many agents are available to take phone calls.
1 vote -
Ability to prioritize agents assigned to a Category
Similar to how you can control the "proficiency" setting within an ACD skill on the inContact Contact Center product today we would like to be able to control which agents assigned to a Category on Engage Digital are preferred to be routed to first if available based on a priority\proficiency ranking with available time breaking a tie between two agents with the same setting. We often have a setup of 1 or 2 main agents for an account with other backup agents assigned to the same Category to cover when the main agents are unavailable and there is no way…
1 vote -
Report on number of emails\interactions created per domain for a channel
We would like to report on the numbers of emails\interactions received per domain within an email on Engage Digital for a specified time period. For example we would select a channel, choose a time frame (for example the last 30 days) and the report would provide us data on how many emails were received from an @boeing.com, @amazon.com, @travelctm.com, or @gmail.com address. This could be a prebuilt report or functionality to do so via Advanced Analytics\Dashboard. Currently we can export raw data and manually work with it to find to find this information.
1 vote -
End recording in MAX without disconnecting
The RC app allows you to record and then stop recording but continue the call. In MAX when you press the record button the only way to stop recording is to disconnect the call. We need to be able to stop recording but continue to talk on the phone to the caller as we take recorded statements but then continue conversations. Having this feature in one app but not the other doesn't make a lot of sense.
1 vote -
Engage Digital Analytics Designer - Export to .pdf misses information
When you export a report as a .pdf file from the Analytics Designer it only ever exports a 1 page .pdf regardless of how much data is on the report, so if the reporting data makes up more data than can fit on 1 page of a .pdf all of that extra data is left off the report.
1 vote
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