1092 results found
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Add ability to create Requeue Shortcuts in centralized place and assign as needed
At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.
14 votes -
CNAM for RingCentral Contact Center
CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.
13 votes -
Use RingEX minutes for contact centre outbound dialling
The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.
13 votes -
Make the minimum password length 12 or more characters please
For increased security
13 votes -
Enhance the Lead Load Report
I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?
13 votes -
Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self
This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are trainers and those who are in trainees). Although you can create a view, you can’t provide access smaller than to a particular team. Similar to “Groups” for adding only certain team members to a recording policy, we seek the same more restrictive access for our trainers and trainees to recordings, so that we could provide them access to only certain…
13 votes -
Callback feature: add the ability for caller to record their name/message for support call back feature
When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?
13 votes -
Robust Realtime Native Guidance/Analysis (Agent Assist)
- Agent Assist check list of required speaking points for every call
- Unique check list options for each ACD skill
- Required items to be addressed on every interaction by agent, checked off when complete
- Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
- Flag to supervisor when check list items not completed during interaction – alert
- Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
- Enhance this with smart prompts that are similar to the original dynamic trigger provided…
12 votes -
RingCX audio
Recommending the implementation of an audio settings feature in RingCX for the wired headsets to enhance the overall user experience and provide greater customization options for users. Ability to adjust audio settings such as press-to-call on the wired headset to work on RingCX.
12 votes -
Add Session timeout for RingCX user
For security reason some customer make it a mandatory requirement to get session timeout on Contact Center product.
Bare minimum would be a session timeout applied to all user on RingCX.
A better solution would be to make it a setting that is applied to user profile or role in order to be able to set different values for admin, supervisor and agent.
Also customers who rely partly on BPO to handle CC conversations sometimes enforce more constrains on their BPO than internal agents resulting in the request to set the timeout to a shorter time on some agents only.12 votes -
Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
12 votes -
Disable Ability for Users to Connect to a Google Account.
Honor Credit Union does not want their employees to connect their MVP or CC users to their Google accounts.
12 votes -
QM - Evaluation Notifications – Need Via Email
When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.
12 votes -
WFM Pro - Ability for skills in ACD module and WFM skills to sync.
It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.
12 votes -
Replace busy signal from carriers with announcement(s)
Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
12 votes -
Present most recent reply to email thread first
It's not uncommon for us to receive 5+ email replies to a single email thread. Sometimes this happens because multiple senders are sending a response and sometimes a customer might be circling back if they haven't received a reply from us in a quick enough time frame.
The issue with the way that emails route is that those replies are further back in the queue, so when we are several days behind on emails we see the initial email from the customer when there are 5+ email replies already sent and sitting out in the queue waiting for their turn…
12 votes -
Allow automatic delivery of emails when Dynamic Delivery is Enabled
After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature where users that are set for Single contact or even when set for Dynamic Delivery can receive email contacts automatically.
12 votes -
Being able to change an agents status through the Real Time Dashboard
We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent
11 votes -
RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page
Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:
- Account + below
or
- Account w/o below
- Agents + below
- Campaigns + below
- Phone Numbers + below
- Utilities + below
- Voice Inbound + below
- Workflow + below
This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…
11 votes -
receive 2 calls
Customer is looking for an option to receive multiple calls at the same time in the RingCX platform
11 votes
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