677 results found
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recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
7 votes -
Show what number your customer is calling with customer number.
It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
4 votes -
Personal Connection data log extract
Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there must be a log somewhere that is associated to the EXTERANLID or the CONTACTID. I need a file, extract, API to get this data while you guys figure out how to get it included in my PC dataset
1 vote -
Max agent must not allow another call to connect to agent leg when it is currently engage to a call
Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.
1 vote -
click to dial feature for - RingCentral Contact Center Voice
RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature
1 vote -
Why don't contacts have a fax number?
When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????
1 vote -
Add the date into the Chat streams in Agent view. Currently it only displays time.
In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.
2 votes -
Add the ability for multiple extension to listen to the same call simultaniously
Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.
3 votes -
Add an option to make Activity Codes invisible to agents.
We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…
3 votes -
Change to SFDC Integration so that the agent MUST create a contact/account record before they can close out an interaction
The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.
1 vote -
Allow customers to populate a custom CLID for internal calls
Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.
1 vote -
Capability to Pull Agent Call Logs via the integrated EngageVoice SalesForce App
Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated with SalesForce so we can troubleshoot issues that our agents are experiencing and diagnose what is happening in our implementation.
2 votes -
Reporting for Contact Center Numbers in RCO
ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
19 votes -
Monthly view in schedule manager
Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
4 votes -
Don't change the supervisor state when the supervisor monitor or listing in a call for their agent
We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
4 votes -
Need DNIS changes added to the Audit Log
Please add DNIS changes to the audit log so we can see when a DNIS was changed, by whom, and what the change was.
1 vote -
Sip Error Place it on pass options
We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.
1 vote -
QM – Evaluation Notifications – More Than One User
When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.
15 votes -
Inbound blocked caller ID should display Blocked Call instead of company phone number
Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.
3 votes -
Contact Center - Disposition Coding Pop Up into window
To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.
5 votes
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