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Contact Center & RingCX

Contact Center & RingCX

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  1. At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and inefficient. It would be great to have the ability to add skills to the relevant disposition once it is created.

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  2. Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the number abandoning from that path, and the number requesting an agent from that path.

    1 vote

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  3. Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.

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  4. When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured.I would like to see CNAM be captured in a Studio variable so that it can be used or passed to the agent accepting the call.

    1 vote

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  5. It would be beneficial to be able to set customizable statuses beyond the generic canned statuses, like Out to Lunch, Vacation, etc. That could be setup organizationally wide per account. In addition, if there could be multiple voicemail options that would sync based on status setting, i.e. Status set to Vacation and greeting would advise caller out on Vacation, or In A Meeting. Instead of users having to re-record their main voicemail greeting every time. Thank you.

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022.This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance.Please talk with Matt Foosaner with Ring Central SLEDMatt.Foosaner@ringcentral.com

    1 vote

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  7. With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.

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  8. We do all outbound calling for a number of clients who do fundraising. It would be nice to have the ability to add the company's logo to the emails we send out to their donors. It would also be great to have the ability to insert donation links into the emails for the donors to be able to access the clients donation pages.

    1 vote

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  9. When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.

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  10. Please update User Settings Template and Personal Emergency Response Locations so we can set up bulk Personal ERL by using the template

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  11. When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement

    1 vote

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  12. 1 vote

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  13. When making a number a CCRN, be allowed to set CNAM based on existing sites on the UC side. Customers are always asking to be able to push a CNAM for CC outbound skills

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  14. Taylor from Las Virgenes Municipal Water District is requesting to have the phone system call the extension or the phone number assigned to an extension for any missed calls that they will get aside from getting email and SMS notifications

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  15. The customer is requesting to have the ability to control the OffHook calling disabled for the agents. As of the moment if the permission "Allow OffHook Calling" is disabled, the application remains disconnected and users are not able to receive calls from the Campaign dialers.If we enable the permission, the users are able to toggle it off and on. Customer do not want their agents to toggle it off and on and just wants to keep it on (Connected).

    1 vote

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  16. The Kudos calls. It would be nice to have a system automatically submit a kudos call without the customer asking to speak to a supervisor because there are times the customer is giving you a 100% compliment about the service we are providing them but because we are customer service for a loan company they don't ask for a supervisor ..most of the times that a customer asks for a supervisor is when they are mad at the company because they feel like the customer service agent don't want to help them with what they are calling about. An automated…

    1 vote

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  17. We have large customer Hertz who is using Parlells VDI in a BPO network in Malta and RC is not compatible. The obvious ask is can we integrate with this VDI version?

    1 vote

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  18. An additional Audit Report for Agent's who got logged off all of a sudden. This report should have the timestamp and the reason for disconnection.

    1 vote

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  19. Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark email contact, (5) complete the email email contact, (6) go back to Available.It would be nice to be able to place the outbound call while still active on the email contact.

    1 vote

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  20. When customers upload a list/leads on their Campaigns for EV if we can please provide an option for them to set the validity of these leads

    1 vote

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