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Contact Center & RingCX

Contact Center & RingCX

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1071 results found

  1. If Ring Central links with Google and Microsoft, it would be great to link with top producer.

    1 vote

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  2. Currently the system will only output 65 pages of call data from the contact center prebuilt reports. Our company reaches that limit before noon daily. Since that is the real-time data and the other report areas are not exactly "real-time" it's important for the report to show the full details associated with those daily calls. For example, the contact history report has a 65 page limit. It you have more than 10 reps in your contact center, you will not be able to use this report for daily totals unless you run it every hour.

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  3. In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.

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  4. In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time the call is handled. We have an average handle time of nearly ten minutes, so the Service Level widget not being updated until the call is handled causes us to not be able to make adjustments in real time to maximize our service level.

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  5. We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In order to do this, we would like a field to be added to be available for closed activity codes, that will allow us to indicate whether an activity code should be considered in or out of adherence with the Open code, regardless of its actual Open/Closed status. This will allow us to improve our ability to track adherence, improve our scheduling…

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  6. Some of my contractors, I would like their business name to show not the contact person at that business.

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  7. All available ringtones are annoying. Everyone would love their personal flair.

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  8. My branches currently don't like using IVR's and only want all phones to ring in the branch. It would be nice to have a way to have all User Phones, Limited Phones and Apps ring at once when the main Branch number is called. Currently we can't use Call Queues as they don't allow Limited Phones and if I setup a user as a ring all, I can get user and limited phones to ring, but not app. This would be a great solution for small locations that don't need an IVR.

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  9. Having to create folders in central and then upload through studio causes some challenges - it would be nice to manage in just one spot.

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  10. The customer would like to be able to remove multiple skills at one time from Agents in the Supervisor console. Currently, admins are limited to selecting one skill at at time in the console and that is time consuming.

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  11. Would be nice to get an app to integrate Engage with RPM Telco CRM.

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  12. Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent will stop working and they have to sign back it.This is a known issue and the current workaround is to disable all power savings settings.Ideally we'd want the MAX agent client to operate the same way as the RingCentral App for Windows which seems to recover from sleep and network disconnects very well!

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  13. Give users the option of various genres of music, like Apple does, or No music at all so I can concentrate and talk to collegues while holding

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  14. In CX1, ACD, Skills or User, you can have a skill assign to a agent, but not activated. this makes it easy to active a skill for a agent when needed. In CX1 in Supervisor, When trying to do the same thing. the skill is not there in either assign or unassigned, and that is because it is assign to the agent, but not active, so when looking for the skill in ether assign or unassigned in supervisor, its not there! We are requesting in Supervisor to be able to control activating or not activating skills.

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  15. When our Call Center reaches out to our customers, the number appearing on their phones is not known to them. If we had the ability to change the CallerID to a string (The name of the company), we believe customers would be more willing to answer that call.

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  16. Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call. Instead, the commitment should either (1) route to the skill automatically as a backup or (2) route to the agent when they become available. Both options are better than having the customer not be called back!

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  17. We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.

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  18. It'd benefit everyone because we could actually get through to a real person in a timely fashion

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  19. When a popup with the interaction recording open, from "Interactions", it automatically starts playing. When evaluating calls, evaluators need to quickly press pause. Default when opening the popup should be to have to press play to listen to the recording.

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  20. Adding custom fields for headers would significantly speed up the evaluation process. In our case, for example, we want to bring in business data - we have Ticket ID number from Zendesk.

    1 vote

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