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Contact Center & RingCX

Contact Center & RingCX

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  1. This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
    A few additional points:
    - Only relevant fields for the current customer are shown on a conversation
    - Data is segmented across a BPO's customers

    2 votes

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  2. New Dashboards are missing option to add thresholds, this was available previously. https://help.incontact.com/Summer20/EN/Content/Reporting/Dashboards/Widgets/AgentListWidget.htmIf you have customized your Unavailable State thresholds, and a contact center agent exceeds that threshold, then the Time field for that agent in the Agent List widget appear in red.In this case, User Bravo was within the threshold for the Break unavailability state in the top image, but in the bottom image this agent has gone outside of the threshold by being unavailable for over an hour.See attachment

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.

    5 votes

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  4. Basic Auth for SMTP Relay Authentication will be retired by Microsoft in the near future. (https://docs.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#option-3-configure-a-connector-to-send-mail-using-microsoft-365-or-office-365-smtp-relay)RingCentral Contact Centre needs to provide an alternative authentication method to allow migration away from basic auth.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.

    7 votes

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  6. 7 votes

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  7. If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.

    8 votes

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  8. 5 votes

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  9. Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes

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  10. Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.

    6 votes

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  11. Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at the end of every month.

    4 votes

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  12. I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.

    3 votes

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  13. A few suggested changes with respect to this connector:
    1. Manage ambassador presence in the Salesforce omnichannel console for channels managed by RingCentral (presence status sync)
    2. Use Salesforce to define omnichannel routing strategies (data driven routing)
    3. Consistent management of the response base across channels (Use SFDC reply assistant)

    3 votes

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  14. Improve RealTime dashboards to easily show supervisors what contact active/connected agents handling OmniChannel sessions are on. what Currently, Supervisor only shows the agent connected to one. If using Contact List, the user would have to sort all system contacts as filtering is only by Campaign, Skills, media type, etc. Filtering is not available by teams, etc.

    2 votes

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  15. add a new option or button to delete chat history from customer side

    7 votes

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  16. When searching and pulling calls from Long Term storage, the supervisor doesn't receive any notification that the calls are available to listen to. An email or notification that the call was requested for retrieval and when this is available to listen to would be an enhancement to the platform.

    4 votes

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  17. Requesting a password reset on Contact Centre very often doesn't work and the user doesn't receive the email from NGAgentEventLog@incontact. It can sometimes take 2-3 times before the email goes through. It would therefore be extremely helpful if Admin had access to be able to change the password for a user, like we can in the Ring Central UC.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. At present in Pulse you can clone your own Pulse alerts, but when viewing other user's alerts, you are not presented with the option to clone. This makes the sharing of good configuration more difficult. Would be helpful to be able to extend clone ability to other user's alerts.

    5 votes

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  19. Allow Gmail and slack client, so as to semlesly integrate emails and slack into tasks, from the email call the person or send person a text all ones work critical communications in one place the “iCRM (Internal Customer Relationship Manager)” as I call it, internal customer is just as important yet we are thrown a bunch of tools like slack and gmail to non technical people which are supposed to make communication more efficient, but without knowing how to use these tools efficiently. If Ringcentral can build an efficient call it “platform” for a lack of a better word, I…

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesforce or not, but we would like to be able to see 1) if the agent is active in RingCentral, and 2) if they are currently on the phone. This would enable us to prioritize sending new leads to agents who are logged in but are not currently on a call, thus improving the likelihood of that new lead receiving a speedy…

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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