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Contact Center & RingCX

Contact Center & RingCX

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  1. In Workforce Management (WFM) - All unavailable or busy activity codes are orange. This results in one having to "hover" over an orange block in the schedule manager to have a popup display and identify the specific busy activity code for the agent. The capability exists in WEM Skills to assign multiple different colors for a skill. In WFM Activity Codes, it is requested that multiple colors can be assigned as well.

    2 votes

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  2. Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.

    1 vote

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  3. Every time there is a holiday or company day off, I have to go into each individual channel to put an out of office. Can there just be an option to pick all channels and just do one for the whole company? Also, it would be nice to have a start and end date/time to make it go away when the OOO is over.

    2 votes

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  4. It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device

    9 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.

    2 votes

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  6. Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no longer appear in any of the call reports. It would be great if these calls still were reported on, on the UC side of RingCentral, even after the associated toll free number was CCRN'd.

    2 votes

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  8. ...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.

    7 votes

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  9. Honor Credit Union does not want their employees to connect their MVP or CC users to their Google accounts.

    1 vote

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  10. This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!

    1 vote

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  11. The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…

    1 vote

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  12. Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.

    2 votes

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  13. It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.

    3 votes

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  14. The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.

    14 votes

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  15. Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.

    5 votes

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  16. This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are trainers and those who are in trainees). Although you can create a view, you can’t provide access smaller than to a particular team. Similar to “Groups” for adding only certain team members to a recording policy, we seek the same more restrictive access for our trainers and trainees to recordings, so that we could provide them access to only certain…

    1 vote

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  17. We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you

    1 vote

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  18. Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.

    2 votes

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  19. Automated system wide blocking of spam numbers to all extensions requiring no action by customers.

    5 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  20. 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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