972 results found
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Add SMS Logs to Manager Role
The account with User ID: 893660048 requested for users who have Manager a role to have access to SMS logs. Managers have access to Analytics but SMS logs is not on Analytics report.
1 vote -
Bidirectional presence sync
Shorten the normal delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. With that amount of delay, there are calls still coming in when it is queueing.Support Case: 19719414
1 vote -
Blind Transfer Option in the Route Node
Ability to make the route node in IVR Studio to be a simple blind transfer. There are situations when transferring to an external IVR where the receiving carrier doesn't signal the platform that the call has been picked up, resulting in the call being pulled back. The workaround is to build queues that are used purely to forward calls, which is time consuming, clumsy, and restrictive if the forwarding number needs to be dynamic.
3 votes -
EV: global address book is not available unless you are on a call
EV: global address book is not available unless you are on a call
1 vote -
Restore time limits to Agent List in Dashboard
The "old" dashboard under reporting has a feature where time limits could be put in specific not ready activities. This is not available in the current dashboard and is definitely missed
1 vote -
Download Calls - Performance Reports on PDF format
User ID: 2255562005
Company Name: LA Financial Credit UnionThis business is requesting to have an option to download reports on PDF format1 vote -
Text messaging with customers and ring central
For text messaging on ring central. allowing all users of ring central to receive text messages simultaneously from the main number. This will allow all users to see text thread and reply to customers when other users are not available or have ended their shift. Closing the gap or potential for customers to not be responded to or getting a response in a timely fashion.
1 vote -
Provide Cradle to Grave reporting for calls that traverse RCCC and RC MVP
Ryder utilizes both RingCentral MVP and RingCentral Contact Center.Many internal and external calls come into the CC and need to be transferred or forwarded to the MVP users.Also, many times a call could come into MVP user and require a transfer into the Contact Center.RingCentral cannot provide a single, seamless report to report this cradle to caller journey.
31 votes -
Auto Log Off an Agent feature
The customer would like an Auto Log Off an Agent feature which do not what to have to manually log off the agent in Supervisor every day
1 vote -
Set Max Agent to DND for calls created in MVP
Currently, when making a call in the NICE MAX agent it will set the RC App to DND. We would like to get this feature in reverse as well. So when a call is initated through the RC App (MVP) it will also set the MAX agent to DND
2 votes -
Add verbal response as an option
When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option to say the extension they want.
4 votes -
Have the Option To Set Lead Validity on Engage Voice
When customers upload a list/leads on their Campaigns for EV if we can please provide an option for them to set the validity of these leads
1 vote -
Make outbound calls while on an email contact
Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark email contact, (5) complete the email email contact, (6) go back to Available.It would be nice to be able to place the outbound call while still active on the email contact.
1 vote -
Engage Voice | Audit report for for Agent's who got logged off.
An additional Audit Report for Agent's who got logged off all of a sudden. This report should have the timestamp and the reason for disconnection.
1 vote -
Copy Contact Center Holidays
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
2 votes -
Contact Center - Disposition and Tags for second assignment / resolution in call
Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are occupied from the first instance of service.
3 votes -
Allow RC App and EngageVoice/Integrations to communicate w/ each other.
Description: Our sales team is frequently on the road as part of the nature of their job. With that, they also desire to have a personal relationship with the customers that they interact with. In order to accomplish this, they provide their direct line to the contacts at each of their assigned accountsWhen utilizing EngageVoice on Salesforce, it was desired to have a place when non-contact users would call in to our Main Number, and be routed to a general queue which has all Sales Reps in it. If the user that called in is listed on the account, it…
57 votes -
QM - Allow the ability to determine who receives an agent's "Request Further Review" rather than all "challenges" assign to one person
Currently, QM "Request Further Review" set up only allows for 1 person to be designated to receive these "challenges" and the only choices are either the original evaluator or one other person (in our case the QM manager) to receive all the requests. The request is to allow multiple tiers to review the "challenges". The initial request should be directed to the agent's immediate supervisor. In some instances the supervisor may want to escalate the challenge to the request for review to the QM Manager.
5 votes -
Add Agent State Change Report to Historical reporting platform
This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.
6 votes -
Add/remove agents from Teams (Permissions)
It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record.Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and user's access to these must be restricted as it potentially impact log in processes and other security aspects.Moving employees between Teams must be possible WITHOUT edit permissions on the employee details.
9 votes
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