1340 results found
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Additional field for activity codes to indicate in adherence with Open.
We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In order to do this, we would like a field to be added to be available for closed activity codes, that will allow us to indicate whether an activity code should be considered in or out of adherence with the Open code, regardless of its actual Open/Closed status. This will allow us to improve our ability to track adherence, improve our scheduling…
1 vote -
Your directions for, "Setting your presence for desktop and web are wrong. Number 1 says, "Select your profile picture at top right." In...
... recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.. I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.
1 vote -
Increase Reports Page Limit Settings for Contact Center
Currently the system will only output 65 pages of call data from the contact center prebuilt reports. Our company reaches that limit before noon daily. Since that is the real-time data and the other report areas are not exactly "real-time" it's important for the report to show the full details associated with those daily calls. For example, the contact history report has a 65 page limit. It you have more than 10 reps in your contact center, you will not be able to use this report for daily totals unless you run it every hour.
1 vote -
WFM - Add ability to map multiple activity codes in schedule to acd events
When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out multiple Activities codes (ex: 1:1 Meeting, Team Meeting, Department Meeting) all to a single ACD event or status such as Meeting so that adherence can still be accurate.
3 votes -
RingCentral MVP as a DFO Channel
MS Teams and Slack are native DFO channels in RCCC. Since RC MVP offers similar capabilities for messaging, it should be as well. RCCC provides a bring your own channel SDK so this can be done initially with just RC development resources. In the long term, NCX should build the integration as a native DFO channel.
1 vote -
More Flexible configuration of Custom Workspaces
Tying Custom Workspaces to the Business Unit limits usefulness for larger customer deployments. Custom Workspaces are an all-or-nothing feature that doesn't work for all agents in the same BU. It would be more useful if Custom Workspaces could be associated with a Team or Group of agents or even better, associated with a Skill. This would be very useful for BPOs with agents handling interactions from different customers or larger single customer deployments where agents use different applications based on the skill or digital queue.
1 vote -
Please add our CRM "top producer" app to options.
If Ring Central links with Google and Microsoft, it would be great to link with top producer.
1 vote -
Bulk Upload / Template in uploading or updating Company Emergency Response Locations (All Sites/ per sites)
Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)
5 votes -
Engaged Digital All Channel OOO
Every time there is a holiday or company day off, I have to go into each individual channel to put an out of office. Can there just be an option to pick all channels and just do one for the whole company? Also, it would be nice to have a start and end date/time to make it go away when the OOO is over.
2 votes -
Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
7 votes -
Adjust schedules on weekly view to remove employee shifts
When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.
2 votes -
Can't obtain CDR reports on toll free numbers that have been CCRN'd
We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no longer appear in any of the call reports. It would be great if these calls still were reported on, on the UC side of RingCentral, even after the associated toll free number was CCRN'd.
2 votes -
Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavil...
...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
7 votes -
Customer Journey Cradle-to-Grave Report
The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.
15 votes -
System should identify schedules needed, instead of me assigning daily/weekly rules
This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!
1 vote -
More flexible forecasting options
The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…
1 vote -
More Flexibility in WFM Pro
It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.
3 votes -
Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)
Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.
19 votes -
Schedule Prebuilt Reports, and add their data field to "Data Downloads"
Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.
5 votes -
Phone Prompt
We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you
1 vote
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