677 results found
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Ability to Add Holidays in Pulse Contact Center
Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.
6 votes -
Feature Request: Continuous Call Monitoring
Feature Request: Continuous Call Monitoring
Description:
Continuous Call Monitoring enables supervisors or quality assurance personnel to maintain an uninterrupted listening capability across consecutive calls made by agents. Traditionally, call monitoring ends once the current call being monitored concludes. With this feature, the monitoring session persists across multiple calls, facilitating more thorough oversight, training, and quality assurance.
Key Components:
Seamless Transition: Upon the conclusion of one call, the monitoring session seamlessly transitions to the next call without interruption or delay.
Real-time Monitoring: Supervisors or quality assurance personnel can listen to live calls as they occur, ensuring immediate feedback and intervention if…
3 votes -
CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
8 votes -
RingCX Callback Option uses Disposition Notes
It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else
3 votes -
Automatic Report for users list/extension
Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.
5 votes -
Agent Adherence grace period
Allow Admins to set up a threshold for adherence for different activities. Example: We could give a grace period of 5 minutes for Lunch or break so if the employee was late to go on break because they were handling an interaction they would not be marked out of adherence for those 5 min.
3 votes -
RingCx Reporting Including Data from Agent Script Custom Field
RingCx agents should be able to capture the report for their call disposition including the custom field added in the agent script
4 votes -
Multiple phone numbers field for RingCX lead list
Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."
5 votes -
QM Report - Near End Disconnect with Sentiment Dashboard
Goal is to be able to tell which Party Hangs Up with Sentiment and Trend Analysis. Contact Center Managers eagerly look for tools to determine if their agents or optimally the end user hangs up on the call. Then, using AI, to infuse the disconnects with Sentiment Analysis showing comparison to early disconnects and negative sentiment along with trend over the timeline requested i.e. today, 7,30,90 days. NOTE: each element in the report should be able to drill down to the data. If the agents negative calls are clicked user is taken to those negative calls for review.
3 votes -
Ability to connect multiple RingEX to a single RingCX instance
Reasoning - The tenanting / sub account feature of RingCX allows us to bring together multiple customers onto a single RingCX, however there is a limitation with extending this to multiple customers as the ratio of EX to CX is 1:1. If there was the ability to attach multiple RingEX then we could offer a centralised CX service with each repair shop retaining autonomy of their RingEX platform.
Benefit - Reduced PS costs, time to delivery, we can simply add users to an existing tenant, rather than needing new instances to be spun up & need project management etc.
Opportunity…
2 votes -
RingCX -- Make Dispositions Optional
Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.
2 votes -
RingCX -- Ability to default "Stay On Call" either on or off
We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.
2 votes -
Allow the use of a comma in the address book phone dialing
We have department address books set up for frequently dialed numbers and conference numbers for things like translator services. A few of the numbers we dial require the agent to put in a pin after an IVR plays. Currently, the agent has to manually enter the number. It would be so much easier if we could use commas in the number to put pauses in the dialing. Example: 8001234567,,,12345,,,2345
2 votes -
Call routing that feature that will go back to the top once it's at the bottom
The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.
2 votes -
Retrieve call logs in service.ringcentral.com for more than 12 months
cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.
3 votes -
tone when transferring call
Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.
2 votes -
CXone Supervisor > Live Monitoring > Activity States
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 -
SMS Logs Filter by Department
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 -
Once Global Holiday Hours have been configured in Hours of Operation, it should reflect on all Profile Names instead of having to additi...
...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 -
Ready PENDING-ERR leads
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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