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54 results found

  1. The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.

    44 votes

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  2. The native SMS options offered by RingCentral Contact Center (either via MAX or DFO) do not offer support for MMS messages. Only the Textel offering provides MMS support. MMS is used extensively in the US & Australian markets as it is included within mobile plans.

    2 votes

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  3. For the Max Agent, when an agent creates a conference call, they need the ability to place the call on hold. Currently when the agent is in a conference call, the hold button is greyed out. The agent typically has the customer on the line and then has to set up a conference call to bring in an interpreter and other parties to complete the customer request. When doing this they need the ability to place the conference call on hold.

    5 votes

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  4. Within RCCC Admin / Scheduling Units, it would be helpful to have the ability to duplicate / copy an existing scheduling unit. Currently you have to create new scheduling units & start again.

    5 votes

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  5. Would like the ability to show (either within MAX Agent Reports or the WEM tabs of MAX) a quick and easy quality scorecard for the agent over a time period. Currently, an agent can review individual evaluations or would need to be provided very customized reports or dashboards.

    5 votes

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  6. On one screen evaluators can view, listen and score with pause while typing. Currently The Interaction and Evaluation open in separate pages and the Evaluator must toggle between the pages if they want to view or pause the interaction as they move through the Evaluation form.

    1 vote

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  7. Details of the enhancement: When selecting ACD, Lists, Calling and downloading a calling list, the time listed under "lastcallplaced" field is showing in GMT and not the customer's time zone.

    1 vote

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  8. Authorized users are able to access the RCCC environment outside of the network environment. Due to the sensitive nature of the data, many organizations are required to limit access to control environments. For example, in some centers the agents are not allowed mobile phones. This presents a RISK to the project in case of agents sharing sensitive data, which could breach the end Customer’s Data Protection guidance. Proposed Solution - IP Address Range Whitelisting: this will prevent users from accessing the system from outside of customer defined IP address range. Attempts made from outside of the defined IP Address range…

    1 vote

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  9. When you play a VM the first time, it gives the timestamp. But if you start over or rewind, there is no timestamp.
    The feature request is to ensure there is a time stamp is added to voicemail skill & give the timestamp for when the voicemail was received & make it easily available.

    1 vote

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  10. The request is for a Dashboard / Reporting improvement to enable Supervisors to see the sender & subject of an email whilst it is queuing.

    2 votes

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  11. The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.

    1 vote

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  12. Calls from RingEX into the personal queues of RCCC agents are not fielded unless the agent is available. This leads to calls to the RingEX extension instead of RCCC personal queue. The ideal solution is for Studio scripting / RCCC logic to recognize that a call is from an RingEX extension & either present to the agent irrespective of availability or in some way change the availability to allow the call to be delivered.

    3 votes

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  13. To view dashboards in RCCC you need a full agent license. This inhibits customers from being able to add wallboards or non contact centre users to easily consume contact centre data without spending out on an additional user license. It would also be helpful for each dashboard to have its own URL for easier user consumption.

    8 votes

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  14. Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.

    1 vote

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  15. Some of our BPO customers service multiple contracts. There is significant interest in chat & email channels, especially around quick replies as a way to provide consistent messaging & a reduction in agent effort. This feature request is to ask for RCCC reporting to include reports that deliver insight into:
    How many times a quick reply has been used
    How frequently a quick reply is used
    Number of quick replies used per interaction
    For chat, how many replies are QR vs agent typed (to understand where more could be utilized)
    QR use per agent
    QR use per disposition

    2 votes

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  16. Outbound based prospective customer would benefit from greater WFI capabilities: alerts to list exhaustion, automatically moving agents when lists are exhausted or based on agent load. WFI does not provide these capabilities at the moment, and all proactive management & alerting is focused on inbound activity.

    1 vote

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  17. 14 votes

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  18. Request is the ability for a supervisor to move an agent into available status.

    12 votes

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  19. When searching and pulling calls from Long Term storage, the supervisor doesn't receive any notification that the calls are available to listen to. An email or notification that the call was requested for retrieval and when this is available to listen to would be an enhancement to the platform.

    4 votes

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  20. At present in Pulse you can clone your own Pulse alerts, but when viewing other user's alerts, you are not presented with the option to clone. This makes the sharing of good configuration more difficult. Would be helpful to be able to extend clone ability to other user's alerts.

    5 votes

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