394 results found
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Allow transferred emails to keep their place in queue
In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbox. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone transfers an email, it could cause serious delays in the customer receiving a response. This is most common when we receive emails in our general support inbox that should have been sent to…
16 votes -
Reputation Management support for phone numbers being flagged as Spam.
Customer is seeking assistance with Reputation Management or a referral to a Reputation Management Vendor to help whitelist and proactively protect the customer's phone numbers from being flagged as Spam. The issue of numbers being flagged as Spam continues to grow industry wide. This relates to both RC Phone/MVP and RC Contact Center phone numbers used for outbound dialing.
18 votes -
RingCentral App Compatibility with Paralells Virtual Desktop
We have large customer Hertz who is using Parlells VDI in a BPO network in Malta and RC is not compatible. The obvious ask is can we integrate with this VDI version?
1 vote -
Kudos call
The Kudos calls. It would be nice to have a system automatically submit a kudos call without the customer asking to speak to a supervisor because there are times the customer is giving you a 100% compliment about the service we are providing them but because we are customer service for a loan company they don't ask for a supervisor ..most of the times that a customer asks for a supervisor is when they are mad at the company because they feel like the customer service agent don't want to help them with what they are calling about. An automated…
1 vote -
Adding 'Favourites' to Custom Reports in NICE InContact
As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a User could 'favourite' a particular report, so they can find a report faster.
4 votes -
Callback for missed calls
Taylor from Las Virgenes Municipal Water District is requesting to have the phone system call the extension or the phone number assigned to an extension for any missed calls that they will get aside from getting email and SMS notifications
1 vote -
MAX Agent: Allows agents to create individual Quick Replies
Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have them visible to everyone.
10 votes -
Push CNAM to Contact Center
When making a number a CCRN, be allowed to set CNAM based on existing sites on the UC side. Customers are always asking to be able to push a CNAM for CC outbound skills
1 vote -
WFM Pro - Able to sort the schedule by agent/start time
When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
15 votes -
Auto text to customers when call is unanswered
It would be great if customers would receive an auto text if their calls to us go unanswered
6 votes -
Present most recent reply to email thread first
It's not uncommon for us to receive 5+ email replies to a single email thread. Sometimes this happens because multiple senders are sending a response and sometimes a customer might be circling back if they haven't received a reply from us in a quick enough time frame.
The issue with the way that emails route is that those replies are further back in the queue, so when we are several days behind on emails we see the initial email from the customer when there are 5+ email replies already sent and sitting out in the queue waiting for their turn…
12 votes -
Assign phone numbers to CCRN in MVP Admin
Hertz would like the capability to assign phone numbers to CCRNs so that they don't have to request this from RingCentral
11 votes -
WFI Rules: Apply multiple conditions to skill based rules
We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the type of condition we'd like to create for a skill based rule to show the complexity of our request:If there are fewer than 5 emails in the SupportEMLWorld skill, and more than 100 emails in the SupportEMLGeneral skill, and the oldest SupportEMLWorld email is less that 24…
9 votes -
Quality Planner - send an interaction to 1 planner only
Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
5 votes -
To add more than (3) callers in conference call
In existing RC ( MAX agent ) call-flow design, conference room can be connected up to total (3) parties including a host. Request is to add more than three caller’s in conference room and ability to put callers on “HOLD” during the live conference room along with an option to “JOIN” them back in the call.
3 votes -
Request for dead air/long pauses reporting feature in Ring Central
I am writing to request a feature for the Ring Central tool that would allow us to report instances of dead air/long pauses during calls. It would be incredibly helpful for our team to have this feature as it would allow us to monitor call quality and ensure that our customers are having the best experience possible. When reviewing an interaction, we have the ability to skip the silence so I think this data can be tracked and reported.Thank you in advance.
2 votes -
Allow customization of the DND menu prompt.
When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
1 vote -
Dashboard: view agents next unavailable status
We would like for our supervisors to have the ability to see what a reps "next status" is set to. For example, if they are on one chat and we are expecting them to be on two chats, it would be helpful to see that they are set to "Unavailable - Lunch". This helps to tell the story about their current work.
8 votes -
CXONE User Access Overview
We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/time a user, mostly Managers, supervisors, admin, etc. accessed the CXone application by itself. We are currently able to see last log in for accessing the Max Agent/Salesforce agent, but not for accessing just the CXone Application. This would be great if we could something build like you did with BI…
6 votes -
Notification for WFM schedule adherence
It would be great if the WFM platform allowed us to configure alerts or notifications to be emailed when an agent is not following their schedule. Similar to the queue alerts that can be configured when a queue call arrives but no one is logged in during the configured hours of operation for that skill.Ideally, users would be able to customize the parameters:Out of adherence time threshold, i.e., generate an alert if an agent is out of adherence by xx number of minutesGenerate alerts only for specific activity types; for example, alert if an agent is logged in after the…
6 votes
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