14 results found
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Engage Digital - New Email Message should route back to agent that started similar to reply
When a user creates a new email message on the platform within a channel by choosing "+ New Message" within the Inbox view if the client replies the system does not treat that as a reply and attempt to route the message back to the same agent that started it, instead it routes to anyone assigned to the category\skill. We would prefer it attempt to route back to the same agent that started the email interaction using the "interventiontarget"\"threadtarget" step of the routing strategy for the time period defined for that step, then move on to the "default_target"…
3 votesWill Not Implement ·
AdminChris
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This enhancement will be provided within RingCX
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need to create a report that shows all SMS activity by line
need to create a report that shows all SMS activity by line
7 votes -
In PC Classification 16 ERROR is not a variable in retries (Skill Configuration)
If you can't tell me why CLASS 16 is happening I sure ought to be able to retry the error multiple times. There are probably other classifications not in Retry config so why not get them all in there with this submission.
1 vote -
Contact History report Start Time is an unknown Timezone
Start Time:3/29/2022 17:54Why can't all time columns show the timezone or be the same across all platforms. Seriously this is a joke. It is UTC is it MT is it ET.....
1 vote -
RingCentral and InContact do not share data - InContact (PC) and RingCentral do not share data
While using PC in InContact we have had instances where the RingCentral App drops the connection (Red X in the Connection) drop the PC does not know the agent is not online or does not have a connection and keeps feeding calls to the agent. The caller hears static and the agent see quick dispositioning.
1 vote -
Call recording data is IMPOSSIBLE to match between InContact or RingCentral App and our storage
The naming convention between RingCentral app recordings, Archiver, and the files I receive cannot be matched. This will be the fundamental reason we leave RingCentral because recordings are mandatory in our business
1 vote -
Simultaneous Call Queue Overflow to another Simultaneous Call Queue
Within the UC portal, it would be really useful if we can have a Simultaneous Call Queue Overflowing to another Simultaneous Call Queue. Only being able to use Overflow on Rotating Call Queue is very restrictive.
7 votes -
Need DNIS changes added to the Audit Log
Please add DNIS changes to the audit log so we can see when a DNIS was changed, by whom, and what the change was.
1 vote -
Ability to paste image in ED instead of attaching file
it's more convenient and efficient if we have the ability to paste image in ED instead of saving and uploading the file to attach.
2 votes -
Distinguish Look of AWS 80 from AWS 82
Would be nice to be able to distinguish from these two servers. When you have to use both, it can get confusing. Something so small as changing the color of the blue bar on the left would suffice. Make it orange?
1 vote -
Would be better if the system does have a way to prevent calls that are intended for the previous owner of the number.
New sign-up but kept receiving calls looking for the old company
1 vote -
RingCentral should provide an Email-to-SMS (and SMS-to-Email) feature to complement its existing SMS service offerings.
Many RingCentral customers would find it more convenient to also be able to receive SMS messages as emailed plain text, and to be able send an SMS reply via email--much like RingCentral Fax allows email-to-Fax and Fax-to-email.The logical domain name for sending email-to-SMS messages would be (mobilenumber)@rcsms.com
1 vote -
Option on Admin UI to extend agents auto disposition timeout
Currently if you select the option auto disposition on time out within a disposition , you can only select one time frame for that option. What we need is an option for the admin to extend the disposition time out with a button on the admin ui .This would allow the admin to extend the time the agent has to input the correct disposition,
3 votes -
Agent AHT
We need to have a parameter that calculates the time spent on a task same as AHT but excluding the time spent waiting for a customer reply. By this, I can calculate a KPI for the agent as part of his evaluation.Currently, we can’t depend on the AHT because the AHT might be higher because of customers’ behavior where the agent is ready to answer but is waiting for the customers' reply.
1 vote
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