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Contact Center & RingCX

Contact Center & RingCX

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  1. My concern is the state of START populating in Live Monitoring when the state should be Unavailable. There appears to be an issue with Live Monitoring not updating the state or refreshing the state.

    Within UserHub's CXone Supervisor > Live Monitoring > Agents > Activity > States, we can currently see Available, Working, and Unavailable states with time-stamps (Start Time). The previous version of Supervisor included "Logged In" with time-stamp and "Logged Out". Our users found this information beneficial and a significant time-saver compared to running prebuilt reports to obtain the same information. We would like to see "Logged In"…

    2 votes

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  2. It would be helpful to add Department to the filtering options in the SMS Logs under Reports. In addition the ability to download what is filtered would be much more efficient than parsing in Excel.

    2 votes

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  3. ...onally add the same holidays in each profile.. Each year we have to update our holiday list but it should be only done in one list. A Global Holidiay Hours list was added for our go-live in Contact Center Housrs of Operation with all our holidays; therefre, we should not have to add the same redundant holidays in each of the Contact Center Holidays Profile. This is a waste of time and does not make sense. Administrators would benefit annually from this repetitive task.

    5 votes

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    0 comments  ·  Other  ·  Admin →
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  4. When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.

    6 votes

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    0 comments  ·  RingCX  ·  Admin →
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  5. Client wanted to have more than 12 months call log data retention.

    1 vote

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    1 comment  ·  Other  ·  Admin →
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  6. When the dialer detects an answering machine, it only allows the button that they click to appear for a maximum of 20 seconds and sometimes it takes longer than this to get to the end of the donor’s answering machine intro for them to be able to click (if they click the button halfway through the donor’s answering machine intro, the pre-recoded message they leave will be cut off at the beginning). All this to say, we are wondering if we could see with RC if the maximum seconds the button appears for could be increased

    2 votes

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  7. This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.

    3 votes

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    1 comment  ·  RingCX  ·  Admin →
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  8. Have the ability to add blackout days so the system can automatically deny time-off requests if these dates are requested.

    2 votes

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  9. I have Avaya J159 phones that have a feature called Do Not Disturb (DND). If a user sets the phone to DND, that doesn't synchronize back to the server so DND does NOT show up in the contact list, or anywhere else so staff know they are in a DND/Unavailable state. If I log into the web interface for the phone, I can disable the feature and make staff set their availability on RC desktop or mobile. Since there isn't anything in Admin Portal that allows me to selectively disable features, I have to go to every phone and disable…

    2 votes

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  10. customer want to see caller number id when specific extension transfer the call to another extension for them to see whos calling , instead of showing extension number.

    11 votes

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    Under Review  ·  2 comments  ·  RingCX  ·  Admin →
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  11. Schedule adherence should not be impacted when a rep goes to break or lunch late because they were on a call. There should be a way for the system to recognize that the agent is on a call and to auto-adjust the schedule when rep goes to break/lunch so it doesn't show as being out of adherence.

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  12. We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  13. When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  14. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  15. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  16. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  17. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  18. Communication template to introduce users to RingCentral

    1 vote

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  19. We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422

    2 votes

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  20. Currently the Engage Digital system requires all asynchronous routing channels to use the same routing strategy, we would like to be able to create alternate routing strategies with different time frames set for the routing steps and assign a subset of email channels\categories to that alternate strategy. This would allow us for example to have some email channels that have the reply step that attempts to route back to the same agent that sent the last response set at 1 hour and others set at 30 minutes.

    2 votes

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