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1476 results found

  1. Allow Giphy & Screen shots to be shared even if Upload from computer/mobile is disabled in File Sharing for the app

    This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers

    1 vote
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  2. Quality Planner - Attach Customer Phone Number when account populates under tasks

    Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.

    1 vote
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  3. Max Agent Logout confirmation toggle so you can disable it.

    We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.

    1 vote
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  4. Add a field to MaxAgent to paste a phone number to launch a call quickly

    We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.

    1 vote
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  5. Ability to select multiple agents in Time Off Management

    It would be much faster to be able to add multiple agents for Time Off Management.

    1 vote
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  6. streamline onboarding and activating/deactivating users

    On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.

    1 vote
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  7. Including Maintenance and Updates in this portal

    You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Duplicate QAs

    We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.

    1 vote
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  9. Replace interaction function.

    A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.

    1 vote
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  10. IN PC your data does not include Agent Name and ID for all dispositions or classification

    The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur

    1 vote
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  11. cu wants a feature that can trigger vm of the cellphone they are calling

    cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
    • Account Name: Indiana Partnership 211 Main

    1 vote
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. 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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  13. 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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  14. 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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  15. 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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  16. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  17. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  18. 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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  19. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. 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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