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Contact Center & RingCX

Contact Center & RingCX

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827 results found

  1. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  2. 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

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  3. 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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  4. 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. 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

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  6. Would like to have the option to disable RNA state for all agents

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. 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

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  8. 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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  9. 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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  10. 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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  11. 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

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  12. 8 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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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 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

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.

    4 votes

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  16. 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

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  17. 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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  18. The request is to support E911 from RingCentral when dialing from MAX. Currently, RC agents can only dial 911 from RC endpoints except the RC Contact Center Chrome extension. If they dial 911 from Max those calls have the risk of not being properly configured or using an invalid location. RCCC should be configured for 911 traffic to route across to RingCentral. The could allow customers 911 to be managed like our customers using RingEX and would add to support for mobility that is not available by RCCC today (as 911 is a static setting handled by administrators and not…

    1 vote

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  19. 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

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  20. 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

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