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1329 results found

  1. Give both transferrer's details and the number being transferred to the receiving agent

    Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…

    1 vote
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  2. Caller ID- Feature Request

    When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Add additional fields on the Engage Voice Login screen for users with multiple agent choices.

    See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they needed to work. Then we were forced to link their accounts to Service.RingCentral. This changed all their login names to be connected through one login email. On the attachment, you will see when they login they have the option to choose which user they want, but the information displayed is not detailed enough to determine which one to choose. I…

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Dialer (PC) removal of records without deactivating an entire list

    After I load a list the only way to make a correction is to deactivate the list and reload a new list. It would be nice to have a UI that can be used to remove a record, edit a record (change SCORE),etc....

    1 vote
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  5. On all UI screens make them expand as the available real estate expands.

    Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.

    1 vote
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  6. Show the number of evaluations that have been completed in the Performance Monitoring next to the average score.

    Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.

    1 vote
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  7. Please add multiple save options once an evaluation is complete.

    Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.

    1 vote
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  8. Variable pane in trace mode should go to its original position when pressing ALT tab on Studio app using Windows computer

    When in Trace mode and you detach the Variable pane from the Trace pane (there are now two windows) the Variable pane doesn't track. If you Click an app that hides the Trace and Variable windows then ALT-TAB or click the Trace icon in the Task bar only the Trace window appears. The Variable window does not. It also does not show up in the ALT-TAB task list.Please refer to this link to see what the customer wanted to happen: https://www.dropbox.com/s/8afly5y5pxui98f/2022-05-04_11-34-52-Studio-TraceVariableDoesnotShow.mp4?dl=0

    1 vote
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  9. Allow people to look through contacts or do other non-phone call things while listening to voicemail

    This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Upload pics & maps to the Knowledge Base

    For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Contact Center - Add recordings to a skill without RING Engineering engagement

    I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.

    1 vote
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  12. Chat Feature to add to company website

    It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.

    1 vote
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  13. Customize Work Time

    Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show them as unavailable for inbound calls, but would not against them in the working rate. Currently, we have to manually add this time back using an Excel spreadsheet! If we can add customized unavailable codes, we should be able to indicate if these codes should or should not be included in the work time.

    1 vote
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  14. Ability to disable weighted scoring so that multiple scores can be visible

    Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other.Example:A single form that shows two separate scores/rankings by section/category within the same form.A Customer Experience ScoreA Mechanics ScoreAs it stands today, I have to uncheck the "Scorable" option for one of the sections and use a separate application (DOMO) to pull the data and create a separate score.There isn't a way for me to disable the overall weighted scoring or ranking.

    1 vote
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  15. multi

    https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely.Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (kixie )Now, What Ring central can do better. since its native intigiration with zoho crm. we select multi leads to call 4 or more at a time. Lets say 3 office staff is calling the leads. now system called 4 leads and one of lead answered the call. now either auto leave voicemail upon voice mail prompt or if…

    1 vote
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  16. Add Comment Box to My Tasks Page

    We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.

    1 vote
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  17. Ability to monitor and record agent screens when agent is in unavailable state

    Details of the enhancement: Customer/Supervisor would like ability in supervisor application to monitor and record agents screens when agent is in an unavailable stateWhat is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? This will help solve problems with agents being off task during working hours.What steps did you take to get there? Verified with NCX product documentation that the live screen monitoring tool through the NCX supervisor application currently does not offer this featureHow do you want…

    1 vote
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  18. My Zone / My Schedule - Show the name of the activity when it is a shift type

    In My Zone / My Schedule, agents will see the title or name of any activities not marked as a shift type.However, if an activity is designated as a shift type, that activity name will not appear.So, when an agent is looking at their schedule/agenda, they may see a block of time with a certain color. Still, they cannot identify what activity is associated with that color if that activity is marked as a shift type. But, on the other hand, if the activity is not marked as a shift type, they will see the activity name.My Zone should be…

    1 vote
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  19. Workforce Management (WFM) Agent Notification of Upcoming Schedule Change

    We would like to see a pop-up that reminds agents of an activity change in their schedule. This feature should also incorporate a configurable reminder time for advance notification, as well as an overdue notification. This could also be used with supervisors to receive notifications about schedule adherence. It would be great if these notifications could also be tied into mobile application notifications or email and SMS.

    1 vote
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  20. Allow Workforce Management (WFM) to Forecast Outbound Call Volume

    Currently, WFM can only forecast outbound call volume when using an automated dialer. For customers who do not use an automated dialer but their agents make a large number of outbound calls, it would be beneficial for WFM to forecast the outbound call volume for scheduling purposes. In theory, the same data is available for inbound vs. outbound calls, and the request is for WFM to have the ability to include the outbound call data when forecasting.

    1 vote
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