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190 results found

  1. Ability to Filter Contact View by team or skill

    When customers use the Supervisor application with the Contacts, they view agents active contacts in real time. Some would like to be able to filter the contacts view by teams. Although you can choose the teams view, it does not provide the same Realtime contact information needed.

    1 vote
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  2. Ability to receive internal calls or transfers from RingEX users, even when set to unavailable

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. "Dashboard only" license & dashboard URLs for RCCC

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  4. Make Chat Disposition Required

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. Quick Reply Utilization Report

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  6. More Agent info in Dashboards

    Request is for the ability to set thresholds for any number of metrics like State, Talktime, etc. that change color and/or brings focus to the supervisor. The Contact List widget does some of this but some customers would also like this at an Agent level.

    3 votes
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. Pulse - Alerts for outbound personal connection

    Some customers have more outbound traffic via personal connection than inbound. The specific ask is for list notifications: When data in dialing list is getting low - notifications to agents to move skills and supervisors to move agents or add more data.

    1 vote
    Under Review  ·  0 comments  ·  Contact Center  ·  Admin →
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  8. Personal Connection Automation

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  9. RCCC / Pulse: Reporting & Statistics for Pulse alerts

    14 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  10. Allow supervisor to move agent into available status.

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

    13 votes
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
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  11. On OSH supported Dashboard, show all interactions agent is working

    Improve RealTime dashboards to easily show supervisors what contact active/connected agents handling OmniChannel sessions are on. what Currently, Supervisor only shows the agent connected to one. If using Contact List, the user would have to sort all system contacts as filtering is only by Campaign, Skills, media type, etc. Filtering is not available by teams, etc.

    2 votes
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
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  12. NiC Contact Centre Long Term Storage retrieval notification

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  13. Pulse - Clone other user's pulse alerts

    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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  14. Support in Analytics for non-English languages

    Currently, both Quality Management Analytics & Interaction Analytics only support English (UK & US). Additional languages requested are German, Castilian Spanish, Italian, and Portuguese.

    3 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  15. Ability to Route Contact Center calls back to RingEX Queues

    Request is for an automatically redundant way to deliver calls to the Contact Center when a disruption occurs, which could be software or transport. It could be an audio path in the SBC that route the inbound calls from RingEX to RCCC and, if RCCC is not available, then those calls can route to an RC UC hunt group and still be delivered to those agents.

    12 votes
    Future Consideration  ·  1 comment  ·  Contact Center  ·  Admin →
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  16. Ability to check the agents schedule prior to routing.

    The request is for an agent’s WFM schedule (namely if they are on leave) can be referenced when an interaction is being routed, with the scenario being if an agent is on leave for X number of days, route to an alternative user / group to ensure something is answered. Current Workforce Management APIs do not have the means to bring this info into the contact flow. This would be a really intelligent way to route interactions based on an agent's schedule (to look ahead to PTO for the agent vs current methods, which is a single point in time…

    3 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  17. RCCC - Improve Quality Management File Retrieval

    Many customers use a form of long term storage to store recordings for later reference & review. Currently, if a Quality Management task is assigned, if the recording has passed to Long Term Storage, the evaluator must wait 3-5 hours for the recording to come back from storage. This feature request asks that any interactions assigned within a Quality Plan to an evaluator are retained within Active Storage for immediate review.

    4 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  18. Embedded agent in Oracle Service Cloud (OSC)

    Some customers are using the web application of Oracle Service Cloud for the contact center. RCCC does not offer an embedded agent for OSC web application.

    1 vote
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  19. Ability to push interaction from Interaction Analytics to Quality Management

    The goal is to have an interaction found within Interaction Analytics to be quality scored either from the interaction in IAP or sent to an evaluation / quality plan in QM / QMA. Currently this would be a manual process where a user finds an interaction in IAP, then has to find via Search & manually evaluate.

    2 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. Set of RingCX inbound ports to be minimized

    RingCX requires many ingress firewall ports to be opened.

    4 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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