1071 results found
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Call Quality Report for Incoming Calls
Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
1 vote -
MAX Agent Emails - Increase File Attachment Size
We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
6 votes -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
2 votes -
Changing Estimated Hold Time Message from Max Q Time to Average Q Time
When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've waited another minute or two, their call would have been answered. We would like our callers to hear the Average Queue Time (which is often minutes shorter than the Max time) instead of the Max Q Time.
9 votes -
Create a Virtual Agent Voice Bot for RingCentral
Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.
1 vote -
Add Searchable CRM field on Evaluation Form
As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.
8 votes -
Forward Specified caller ID to external number from call group
Currently, if a call is set to forward to an extrenal number on a user level, the Called ID will display as that of the caller itself. What I'm suggesting is that there is an option to forward the call, and the ring group name in place of the Caller ID's phone number or Name. If Joe calls a ring group, and everyone is forwarding to an external number, right now it will show as Joe Smith 111-222-3333. If the option to toggle how the forwarded call's Caller ID would display for the external number, it would then show as:Support…
7 votes -
Create a preview timer that notifies Agents how much time they have to preview a lead before it disappears (would like the ability for A...
...dmin to configure). Right now, agents do not know how much time they have before a lead goes away. It would be great to see a timer to help get thru tasks and take the lead.
1 vote -
Ability for agents to create a custom voicemail recording themselves
Current process involved Admins uploading vm greeting files for personal queues. With a large amount of agents, and turnover, this is cumbersome and time consuming.
1 vote -
Create the ability to auto fetch single leads as opposed to having to manually fetch a new lead.
This would ease work flow for agents
1 vote -
The ability to edit evaluations sent to agents before they are acknowledge/challenged.
Reduce the trunaround time on when the task is completed.
4 votes -
When evaluating, to have the ability to edit comments, once saved.
Allows evaluators to be more efficient when needing to make an update.
5 votes -
Extending the 90 Day Limitation for showing Vacation requests in Manage Request and Agent MYZONE
It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.
1 vote -
Option to disable the Log out agent feature on the Supervisor Dashboard
Add an option to roles to remove or disable the Force Logout option on supervisor
1 vote -
Add Metrics and Data Values in Custom Reports
Customer wishes to request capability of adding additional fields or values in custom reports/report templates whether it be from their end or through the Professional Services team as it would be useful for them to generate reports suited in their business
2 votes -
wanted to have options for the transfer the call for the 2 participant that she merged call
wanted to have options for the transfer the call for the 2 participant that she merged call
1 vote -
DELETE (ON ALL INCOMING) - Prompt me to press 1 before connecting the call
There is no option to remove the "press 1 to answer" for Non-Ringcentral numbers. This feature can only be turned off when calls are forwarded to the app or deskphone. Please it would be useful to have a general toggle button to have an option to remove "Press 1" for non-ringcentral numbers.
10 votes -
IVR: Create new industry standard for escalations (#ESC / #372)
During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…
1 vote -
WFM Pro - Ability for skills in ACD module and WFM skills to sync.
It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.
12 votes -
WFO Pro - Option to customise Service Level Calculation
The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the company could use the SL calculation which the targets are measured against for their schedules and forecasts.
7 votes
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