279 results found
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Allow RingCentral App to Place Max Agent Calls on Hold
The RingCentral Phone app could place a call taken by the Max Agent on Hold. This feature does not exist with the RingCentral App. The agent must place the call on Hold via the Max Agent. This poses a certain amount of risk if your agent doesn't understand this limitation.
4 votes -
Don't change the supervisor state when the supervisor monitor or listing in a call for their agent
We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
4 votes -
Option to encrypt call recording on delivery
Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
4 votes -
Central Dashboard to allow all employees to view
I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this is to have some one log in on a computer tied to a display and project their dashboards. This is less then ideal as it requires the computer to be left unlocked and all access being left unsecure to that computer. Ideally we would have a link that can be created…
4 votes -
Please add the Skill Type and the Team to the Interaction Details on the call recording.
This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.
4 votes -
WFM Pro - Have some place that shows what weekly rule a team member is assigned to.
Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to click through and find which weekly rule a team member may be tied too.
4 votes -
WFM Pro - Ability to set up approval rules for activity codes other than Out of Office
Be able to setup approval rules for other activity codes other than out of office requests. That way we could automate approvals for activities such as overtime, trainings based on staffing levels.
4 votes -
WFM Pro - Ability to filter by team member in requests
It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the scheduling unit to try locating it.
4 votes -
WFM Pro - Manage Requests Additional Functionality
It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is associated with and have any comments that the agent submits carry through to the schedule if approved.
4 votes -
WFM PRO - Ability to Modify forecast without having to regenerate a schedule
It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.
4 votes -
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
RingCX call download should be compatible with Wasabi S3 buckets, rather than exclusively Amazon S3 direct.
3 votes -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…3 votes -
Add wrap up time for RingCX auto-dialer calls (Campaign)
Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).
Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.
3 votes -
RingCX AI Driven "How Can I help you" Chat
AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.
A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…
3 votes -
Historical Dashboard Report Schedule
Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.
3 votes -
VDI Support for RingCX
The request is for VDI Support for RingCX
3 votes -
Better Text to Speech Functionality
Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.
3 votes -
Dashboard Access for Agents
This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.
3 votes -
Ask an Expert improvements
There are a few things that would make this feature easier to use.
1. When you drop the list down, there isn't a complete list of MVP users with presence. This is required if an agent is on an active interaction and needs a quick response.
2. when the expert replies, the agent gets no notification in the RingCX Agent Interface and the agent has to use the MVP app to see the response.3 votes -
More seamless way to Link an Element to a Channel
It is not very clear how to use Messaging Visual Library elements in a channel.
3 votes
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