1350 results found
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Create auxiliar status (login time, logged out, lunch, break of the agents)
I need to measure login time, logged out, lunch time, and breaks of the agents
8 votes -
In the call history, display the ability to see the duration of every call
Right now you have to click into each call to see call duration, which is time consuming. It would be nice to see the durations of all calls on the main page
2 votes -
Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of s...
...howing days hours minutes and seconds.. I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) neither of which changes it into the decimal format we need.
2 votes -
Adding Personal Emergency Response Locations on User Settings Template
Please update User Settings Template and Personal Emergency Response Locations so we can set up bulk Personal ERL by using the template
1 vote -
Error message needs to inform error reason for cannot disable user
When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
1 vote -
Object support in call baggage
When passing data from IVR Studio to Scripting Studio a limitation was found that the call baggage cannot contain an object with multiple values. Allowing for objects to be passed from one part of the platform for another would allow users to have a single web service up front that could provide all of the data necessary for the life of the call.
2 votes -
admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 votes -
View additional metrics without Performance Management add-on
Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for those contacts. At any given time, I want to be able to take control of my own development by reviewing my data. Quality Management: As a representative, I want to be able to see specific quality form questions that I need improvement on. If I’ve had 10 evaluations, I want to see my performance for question 1 summarized…
10 votes -
Ability to insert pictures and links in email templates
We do all outbound calling for a number of clients who do fundraising. It would be nice to have the ability to add the company's logo to the emails we send out to their donors. It would also be great to have the ability to insert donation links into the emails for the donors to be able to access the clients donation pages.
1 vote -
Allow Agents to Schedule Commitments for Skills Not Assigned to Them
Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assigned to so that if they have a customer on the line that would be better assisted by an agent with another skill, but they are unavailable we could have them schedule a commitment for a later time. As it is, you can only schedule commitments for skills that you have assigned to yourself.Having…
11 votes -
New Metric on Reporting to Show Who is Clicking on +1 Contact
We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a report so that we have better visibility into which agents are actively asking for more work.
11 votes -
MAX Agent chat: prevent chat from auto scrolling when customer is actively typing
When in a chat with a customer, you can't scroll up to view the messages that the customer sent while on hold or earlier in the chat if they are typing a message. When you try, you are consistently forced back to the bottom of the chat where the customer is typing a message.
7 votes -
MAX Agent Chat: prevent static quick replies from automatically sending once selected
When inserting a Quick Reply into a chat in MAX Agent, if it's not dynamic, once selected the Quick Reply automatically sends without allowing you the ability to make any adjustments (to personalize more for example or to only select a certain line vs. an entire paragraph). It'd be useful for us if the Quick Reply was inserted into the text bow where we normally type our reply before sending so that we could customize it.
If we manually copy/paste the Quick Reply, it comes over in a different text which required additional formatting and is time consuming.
7 votes -
Audible "Upcoming Event" Notifications in MAX Agent
There are A/V notification settings for a new contact, agent message, etc. but there is no way to have an audio reminder of an upcoming event in WEM. This would be extremely beneficial to agents that could get distracted by another task and lose track of time. For example: As an agent, I would have to remember to toggle on my "Morning Break" or "Lunch" status every day at the right time. If I am working on another item on the side, I could miss my break and not realize it until 10 minutes after. If I had an audible…
1 vote -
Interaction Failed to Deliver - Due to misspelled email address
We have a scenario where a sent email interaction failed to deliver due to an incorrect email address. The agent received a call from the recipient. The recipient stated they did not receive the email. The agent then reviewed what was sent and noticed the triangle with an exclamation in it. Our question is, how do we alert agents of a delivery notification failure?
2 votes -
Allow data collected from scripts to be included in reporting in Historial reports
With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.
1 vote -
Ring Central Contact Center Voice
Users find the auto answer feature answers to fast. It would be good to have a option of a timer or 4 / 8 /12 seconds answer time.
2 votes -
Engage Voice FedRAMP certified
Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022.This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance.Please talk with Matt Foosaner with Ring Central SLEDMatt.Foosaner@ringcentral.com
1 vote -
Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self
This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are trainers and those who are in trainees). Although you can create a view, you can’t provide access smaller than to a particular team. Similar to “Groups” for adding only certain team members to a recording policy, we seek the same more restrictive access for our trainers and trainees to recordings, so that we could provide them access to only certain…
13 votes -
WFM Pro - Display Remaining balance in Hours instead of days
In time off rules, it would be much easier to manage if the time allotments were in hours instead of days, or at least be able to set the preference. As team members use partial days of an absence type, it becomes more complicated than it needs to be in trying to convert fractions of a day to hours to help them understand how much time they have remaining.
3 votes
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