1071 results found
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Outbound call recording
Have an option to select specific user to have the outbound call anouncement.
1 vote -
Remove DTMF feature for Voice dispositions
There's a field in Voice dispositions called DTMF which hasn't worked in Engage Voice for a long time and is not used by customers. This should be removed from the UI.
1 vote -
Allow Email or Username/PW authentication for SFTP Message Exports
When configuring automated exports for Digital channels. It only allows configuring posting to a SFTP using a SSH key. Please either allow exporting it either by allowing it to be sent to an email; or enable username password authentication in order to post to the SFTP similar to the Prebuilt reports feature in Engage Voice.
5 votes -
Omnichannel
sandbox
1 vote -
Integrate Contact center Max client with main Ringcentral App
Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.
3 votes -
Auto detect calling number
When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.
15 votes -
Skills Template
Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be assigned to versus having to go through and manually attach those skills which can be very time consuming.
6 votes -
Additional Options for Automated Exports (other than SFTP)
Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.
3 votes -
Ability to make outbound calls whilst Agent is in Automatic Wrap-up
We have many Agents who want to be able to make an outbound call on NICE InContact whilst in ACW, without having to change their state manually and chance having another Inbound call come through.
6 votes -
Setting to Remove Agent Ability to Toggle Disconnect/Connect
We need a setting to remove the Disconnect/Connect toggle button for agents so that as long as they are logged in and Available they are connected (offhook).
8 votes -
API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available...
... to training they could do so from their own computer without logging into the agents.. Is there currently or could you provide and API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available to training they could do so from their own computer without logging into the agents.
2 votes -
Enable a delay on Commitment call initiation
When a commitment is presented to an agent the outbound call is automatically initated. It would be great if instead of automatically dialling out there was a button presented to the agent to connect the call, this would enable the agent time to read any notes and the history of previous interactions with the customer and have a much more meaningful conversation with them by knowing the background and why they are calling them.
Due to this not currently being an option we are unable to use the commitment function in many instances that we would like to and have…1 vote -
Ask an Expert improvements
There are a few things that would make this feature easier to use.
1. When you drop the list down, there isn't a complete list of MVP users with presence. This is required if an agent is on an active interaction and needs a quick response.
2. when the expert replies, the agent gets no notification in the RingCX Agent Interface and the agent has to use the MVP app to see the response.3 votes -
Force all agents to log out at X time
The Agent Timeout on Max doesn't work if the Agent has closed the window instead of logging out. There should be an option to terminate all agent sessions at a set time of day (e.g. midnight) so that agents don't leave themselves logged in
3 votes -
Engage Digital - Agent Historical State View
We have had instances of our Operations managers asking why a pending email interaction has not routed to someone on the team during a certain period of time and them suspecting the tool is not working as intended. We have a way to view current agent state in the supervisor tool, but not a way to view the historical states of an agent to see if they were available during a specific time period (when they changed states from unavailable to available, how long they stayed in each state, etc.). The NICE inContact Contact Center does this in a very…
1 vote -
Engage Digital - Internal Draft Save Feature
Currently there is no way to save an ongoing draft of an email within Engage Digital and load it back up later, instead it seems a work in progress email is cached locally. Our agents are having to save drafts in a word doc or notepad file and then come back and copy and paste it into the tool when ready to answer an email. They have requested some way of saving and managing in-progress replies in a cleaner manner within the Engage Digital tool.
1 vote -
Engage Digital - Turn off hidden history feature "..." per channel
Our agents and Operations managers have asked if we can disable the hidden history portion that Engage Digital implements when an email message is imported into the system as it often hides necessary information automatically and agents find themselves either overlooking the small "..." option or having to constantly expand it. Currently this is something that cannot be disabled but we would prefer it be a toggle within the channel settings to adjust as necessary.
1 vote -
Engage Digital - Add search tag to allow searching of hidden historical information "..." within an email
Currently Engage Digital's search feature does not locate information within an email thread if it is hidden behind the historical truncation feature that is applied when an email is imported into the system ("...") . The search feature fails to find anything that may be truncated. Would like to add a search tag to cause the system to also include the hidden information in an email to be able to locate a thread based on information being hidden by the system.
1 vote -
Engage Digital - Some emails in routing mode channel do not route to agents, all should do so
All types of "Undeliverable" emails in a routing mode category\channel should route to agents to action via routing mode. Currently some do not and stay in the system unless manually sought out and closed. RC Case # 16767014 for additional background
1 vote -
Engage Digital - Allow message composition pane to be undocked into its own window to increase size
Agents have requested the ability to undock the message composition pane when responding to an email interaction into its own browser window that could be expanded in size manually or full screened. This would provide agents a larger space to work in when necessary.
1 vote
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