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Contact Center & RingCX

Contact Center & RingCX

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45 results found

  1. The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.

    13 votes

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  2. The request is to have the ability for tiered or nested dispositions. Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition. For instance, when disposition is selected, then a 2nd drop-down window is presented to allow the agent to choose from the secondary list. When dispositions are required, allowing an option to require TAGS would also be helpful as well.

    9 votes

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  3. There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.

    7 votes

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  4. Tying Custom Workspaces to the Business Unit limits usefulness for larger customer deployments. Custom Workspaces are an all-or-nothing feature that doesn't work for all agents in the same BU. It would be more useful if Custom Workspaces could be associated with a Team or Group of agents or even better, associated with a Skill. This would be very useful for BPOs with agents handling interactions from different customers or larger single customer deployments where agents use different applications based on the skill or digital queue.

    1 vote

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  5. Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.

    7 votes

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  6. Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.

    18 votes

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  7. Currently, ranking is only enabled for the entire QM Form. Many customers would like to have ranking enabled for each section in addition to ranking of entire form.

    1 vote

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  8. 7 votes

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  9. 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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  10. 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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  11. 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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  12. 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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  13. 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.

    8 votes

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  14. 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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  15. 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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  16. 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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  17. 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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  18. The request is to provide a more unified experience for customers who use both RingCentral Contact Center and RingEX.

    43 votes

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  19. 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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  20. 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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