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Contact Center & RingCX

Contact Center & RingCX

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198 results found

  1. Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.

    9 votes
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  2. 7 votes
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  3. It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.

    3 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  4. Similar to how a RingCentral Contact Center agent can currently schedule commitments for a skill or for themselves, some organizations have requested that agents also be able to schedule commitments on behalf of a specified colleague.

    1 vote
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  5. When RCCC is installed, there is no way to bring the agent experience to the front of the desktop when an interaction is received. While display alerts in Windows can be received, these don't work 100% of the time. This is a source of frustration for new customers & creates high effort for the agents, having to find the AX & adding time to answering / handling a contact.

    1 vote
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  6. This is aimed at more casual contact centers, where they have adopted RCCC but don't work like a traditional CC. The ability for the agent to, on a per skill basis, change availability would be helpful. This is not possible at the moment without moving an agent in / out a skill completely & needs Supervisor level rights.

    1 vote
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  7. Request is for RingCentral Contact Central to work with letters & characters from German, French, Polish, Swedish, Norweigan, etc. Non English customers have their names spelt incorrectly, which can create a bad impression. This is especially relevant to German customers.

    1 vote
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  8. 8 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. The request is for emoji or words in their reply messages within chat and email to have an embedded link when clicked that routes to their feedback reporting tool. This would be the ability to send an outbound survey from the original reply to a customer, Feedback Management in particular.

    1 vote
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  10. The request is to support E911 from RingCentral when dialing from MAX. Currently, RC agents can only dial 911 from RC endpoints except the RC Contact Center Chrome extension. If they dial 911 from Max those calls have the risk of not being properly configured or using an invalid location. RCCC should be configured for 911 traffic to route across to RingCentral. The could allow customers 911 to be managed like our customers using RingEX and would add to support for mobility that is not available by RCCC today (as 911 is a static setting handled by administrators and not…

    1 vote
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  11. The current logic operators in CXone Report Template filters support =, <>, >=, <=, >, and <. Customers often need to include blank or null values or exclude them. Adding "IsBlank"/ "isNull" or "NotBlank"/"NotNull" operators would make this very easy. The current workaround is to open the exported file in Excel and manually include/exclude the blank values in the columns.

    1 vote
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  12. This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.

    10 votes
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  13. For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…

    7 votes
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  14. CNAM is not delivered to RingCentral Contact Center customers due to TAS bypass.

    13 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.

    50 votes
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  16. The request is for more simplified pricing for International Minute Bundles for Contact Center

    1 vote
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  17. 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.

    3 votes
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  18. 2 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. It would be helpful to have access to detailed information regarding daily abandons, as well as successful follow-up to or from the contact. It's essential to identify which abandoned contacts have been reconnected with the agents, providing resolution.

    2 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. 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.

    6 votes
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