394 results found
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My Zone / My Schedule - Show the name of the activity when it is a shift type
In My Zone / My Schedule, agents will see the title or name of any activities not marked as a shift type.However, if an activity is designated as a shift type, that activity name will not appear.So, when an agent is looking at their schedule/agenda, they may see a block of time with a certain color. Still, they cannot identify what activity is associated with that color if that activity is marked as a shift type. But, on the other hand, if the activity is not marked as a shift type, they will see the activity name.My Zone should be…
1 vote -
Workforce Management (WFM) Agent Notification of Upcoming Schedule Change
We would like to see a pop-up that reminds agents of an activity change in their schedule. This feature should also incorporate a configurable reminder time for advance notification, as well as an overdue notification. This could also be used with supervisors to receive notifications about schedule adherence. It would be great if these notifications could also be tied into mobile application notifications or email and SMS.
1 vote -
Ability to force agents back to Available Status from Dashboard
Details of the enhancement: On the customer's old phone system, managers had the ability to force agents back to Available status. They would like to submit a feature request for this on Contact Center.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?Call center managers.What problem are you trying to solve or what problems does the current functionality cause?Managers want the option to be able to force agents back to Available status like they used to be on their old phone system.How do you want the feature/product to work (proposed solution)?An option to…
1 vote -
Allow Workforce Management (WFM) to Forecast Outbound Call Volume
Currently, WFM can only forecast outbound call volume when using an automated dialer. For customers who do not use an automated dialer but their agents make a large number of outbound calls, it would be beneficial for WFM to forecast the outbound call volume for scheduling purposes. In theory, the same data is available for inbound vs. outbound calls, and the request is for WFM to have the ability to include the outbound call data when forecasting.
1 vote -
Show complete list of skills when modifying the service level widget, adding ACD Skill filter
Details of the enhancement: When modifying the service level widget and adding the "ACD Skill" filter, the complete list of skills does not show.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? If you want to edit the skill list, it is not convenient if you are unable to scroll through the entire list.What steps did you take to get there?-Go to "Dashboards" module-Go to "Janet's Dashboard"-Find widget "Service Level"-Click 3 dots > Settings > Click drop-down…
1 vote -
InContact: Copy Holiday Tables
It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.
5 votes -
Add Comment Box to My Tasks Page
We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.
1 vote -
Pulse alerts for refused calls or agents in Unavailable: Refused state.
It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.
6 votes -
Allow RingCentral App to Place Max Agent Calls on Hold
The RingCentral Phone app could place a call taken by the Max Agent on Hold. This feature does not exist with the RingCentral App. The agent must place the call on Hold via the Max Agent. This poses a certain amount of risk if your agent doesn't understand this limitation.
3 votes -
multi
https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely.Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (kixie )Now, What Ring central can do better. since its native intigiration with zoho crm. we select multi leads to call 4 or more at a time. Lets say 3 office staff is calling the leads. now system called 4 leads and one of lead answered the call. now either auto leave voicemail upon voice mail prompt or if…
1 vote -
Ability to disable weighted scoring so that multiple scores can be visible
Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other.Example:A single form that shows two separate scores/rankings by section/category within the same form.A Customer Experience ScoreA Mechanics ScoreAs it stands today, I have to uncheck the "Scorable" option for one of the sections and use a separate application (DOMO) to pull the data and create a separate score.There isn't a way for me to disable the overall weighted scoring or ranking.
1 vote -
Streamline Live Monitoring Process and Functionality
The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to…
4 votes -
Customize Work Time
Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show them as unavailable for inbound calls, but would not against them in the working rate. Currently, we have to manually add this time back using an Excel spreadsheet! If we can add customized unavailable codes, we should be able to indicate if these codes should or should not be included in the work time.
1 vote -
Chat Feature to add to company website
It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.
1 vote -
Independent Evaluation Not Tied to an Interaction
We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.
2 votes -
Contact Center - Add recordings to a skill without RING Engineering engagement
I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.
1 vote -
Scheduling tool similar to calenderly or mixmax
I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.
3 votes -
We need a contact center admin app for mobile devices
if you are an admin of the contact center, you should be able to login and view the dashboards etc.
3 votes -
I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.
Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
4 votes -
Max Call history too short
Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
5 votes
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