1092 results found
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Make a customer service phone number on your website obvious
It'd benefit everyone because we could actually get through to a real person in a timely fashion
1 vote -
Disable automatic playing of call recordings when clicking on the interaction
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.
1 vote -
Quality planner - add custom fields for headers
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 -
Enable Management of Stations via API
Currently, nearly all aspects of a user can be managed (created, updated, removed, etc.) via API. This allows for a great automation of users, despite the current lack of AD integration. Enabling the management of stations via API would allow for significantly improved automation and workflow design.
1 vote -
Requested reports for Historical reporting
Requesting a couple of report additions to the Historical reporting platform:1) Inbound Call Detail Download (from prebuilt) be added to Historical reports, with "Is Callback?" and "Agent Notes" fields2) Duplicate Inbound Call Detail Download report (with above additions) for manually dialed outbound callsThank you
1 vote -
Would like to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were
Hi, what I am trying to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were ....ex: 20 mins in break/1 hour in lunch/ 4 hours in availbable/inbound/etc
1 vote -
ENGAGE VOICE predictive dialer
When the predictive dialer (with voicemail detection on) detects a voice mail and leaves an automated message, the system disposition is set to "MACHINE" and the lead status is set to "COMPLETE". We do not want these leads to be considered complete.We would like to have a separate option for predictive dialer (with voicemail detection on) when it detects a voice mail and leaves an automated message.There should be another option aside from being tagged as complete.
1 vote -
Skill Notification History report does not show user who uploaded call list when "auto-start" checkbox is checked.
There is a defect, where the Skill Notification History report does not show the User ID when a skill is started by the auto-start checkbox when uploading a call list. Therefore when reviewing the Skill Notification History report, when auto-start is selected, there is no evidence of what user uploaded the call list. I creaated a support ticket, but the ticket suggested that I create a "new idea" ticket. I think this is a defect not a new idea. Either way, hope that this gets addressed soon.
1 vote -
DFO Inbox Management Improvment
As a DFO user, it would be helpful if resolved or worked cases were removed from my DFO inbox. Currently, if resolved or worked, any emails will remain in the DFO inbox unless manually removed, making it appear that the email still needs to be worked. This is confusing and clutters up the inbox, as does the “2 in inbox” messaging which makes it seem like this is new work and appears to be counting towards my active case count. It would be helpful to have a personal archive where these cases would automatically go after resolving so I can…
1 vote -
1 vote
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Evaluate Logitech H540 as an approved headset for Engage
Hello,Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations.Thank you!
1 vote -
IVR: Create new industry standard for escalations (#ESC / #372)
During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…
1 vote -
Extending the 90 Day Limitation for showing Vacation requests in Manage Request and Agent MYZONE
It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.
1 vote -
Option to disable the Log out agent feature on the Supervisor Dashboard
Add an option to roles to remove or disable the Force Logout option on supervisor
1 vote -
Ability for agents to create a custom voicemail recording themselves
Current process involved Admins uploading vm greeting files for personal queues. With a large amount of agents, and turnover, this is cumbersome and time consuming.
1 vote -
Create the ability to auto fetch single leads as opposed to having to manually fetch a new lead.
This would ease work flow for agents
1 vote -
Create a Virtual Agent Voice Bot for RingCentral
Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.
1 vote -
Email Notification when IVR Phones Are Turned On and Off
Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
1 vote -
Max Agent Client - accepting calls dialog box to appear in different area
Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
1 vote -
Call Quality Report for Incoming Calls
Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
1 vote
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