1071 results found
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QM Forms while Live Monitoring a Call
Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
10 votes -
Allow Engage voice users to launch manual outbound calls using frequently used numbers stored in the Phone Book
A very large percentage of our calls are outbound calls dialed manually by our agents and supervisors. Our agents frequently call out to the major insurance carriers. As such, we would like to be store these frequently used numbers in the Phone Book and allow the agents to launch their outbound calls by choosing those numbers from the Phone Book. Having frequently used numbers available to our agents in the Phone Book would be a great time saver and improve productivity.
10 votes -
DELETE (ON ALL INCOMING) - Prompt me to press 1 before connecting the call
There is no option to remove the "press 1 to answer" for Non-Ringcentral numbers. This feature can only be turned off when calls are forwarded to the app or deskphone. Please it would be useful to have a general toggle button to have an option to remove "Press 1" for non-ringcentral numbers.
10 votes -
Do not Display the 'agent has left the chat' Message on Chat Transfers
When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress and it almost makes it sound like the agent left the chat and there isn't a new agent available to help them.
10 votes -
View additional metrics without Performance Management add-on
Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for those contacts. At any given time, I want to be able to take control of my own development by reviewing my data. Quality Management: As a representative, I want to be able to see specific quality form questions that I need improvement on. If I’ve had 10 evaluations, I want to see my performance for question 1 summarized…
10 votes -
MAX Agent: Allows agents to create individual Quick Replies
Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have them visible to everyone.
10 votes -
On/Offhook Reporting by Aux State
Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.
10 votes -
Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension
Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…
10 votes -
"My caller ID" dropdown should be searchable
"My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.
My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.
Thanks!
9 votes -
Chat Inactivity Timeout Settings
The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).
9 votes -
Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 votes -
Add IP Address field in Ring CX Analytics for Reporting
For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.
9 votes -
Supervisor actively monitoring should be able to record
When a supervisor is actively monitoring an agent's call, they have the option to coach or barge-in. Supervisor should also be able to record that call to share with the agent later and do post-call coaching on improving the customer experience
9 votes -
Feature Request: Continuous Call Monitoring
Feature Request: Continuous Call Monitoring
Description:
Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.
Key Components:
Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.
Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…
9 votes -
Pulse for RingCX & RingSense for RingCX "Word Alert"
Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available
9 votes -
Allow adjustments to a Local Connect Bucket
Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…
9 votes -
Edit Completed Evaluation
My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.
9 votes -
WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added
To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. Some manually added work can be scheduled over break - this then overwrites all the breaks/lunches that have be automatically scheduled. The WFM specialist then has to add lunches and breaks back manually at indivdual level - which causes a lot of extra time for me to schedule. It would be a great help if the tool had…
9 votes -
Automatically change the status to Wrap during wrap-up time in RingCX.
This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.
9 votes -
Changing Estimated Hold Time Message from Max Q Time to Average Q Time
When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've waited another minute or two, their call would have been answered. We would like our callers to hear the Average Queue Time (which is often minutes shorter than the Max time) instead of the Max Q Time.
9 votes
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