1045 results found
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Option to place agent in unavailable state when working DFO interactions
Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.
8 votes -
Streamline Live Monitoring Process and Functionality
The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to…
4 votes -
Customize Work Time
Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show them as unavailable for inbound calls, but would not against them in the working rate. Currently, we have to manually add this time back using an Excel spreadsheet! If we can add customized unavailable codes, we should be able to indicate if these codes should or should not be included in the work time.
1 vote -
Outbound Emoji with embedded links
The request is for emoji or words in their reply messages within chat and email to have an embedded link when clicked that routes to their feedback reporting tool. This would be the ability to send an outbound survey from the original reply to a customer, Feedback Management in particular.
1 vote -
911 through RingCentral
The request is to support E911 from RingCentral when dialing from MAX. Currently, RC agents can only dial 911 from RC endpoints except the RC Contact Center Chrome extension. If they dial 911 from Max those calls have the risk of not being properly configured or using an invalid location. RCCC should be configured for 911 traffic to route across to RingCentral. The could allow customers 911 to be managed like our customers using RingEX and would add to support for mobility that is not available by RCCC today (as 911 is a static setting handled by administrators and not…
1 vote -
Chat Feature to add to company website
It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.
1 vote -
Independent Evaluation Not Tied to an Interaction
We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.
2 votes -
Contact Center - Add recordings to a skill without RING Engineering engagement
I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.
1 vote -
Scheduling tool similar to calenderly or mixmax
I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.
3 votes -
We need a contact center admin app for mobile devices
if you are an admin of the contact center, you should be able to login and view the dashboards etc.
3 votes -
I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.
Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
4 votes -
Additional logic operator for Report Template filters
The current logic operators in CXone Report Template filters support =, <>, >=, <=, >, and <. Customers often need to include blank or null values or exclude them. Adding "IsBlank"/ "isNull" or "NotBlank"/"NotNull" operators would make this very easy. The current workaround is to open the exported file in Excel and manually include/exclude the blank values in the columns.
1 vote -
Add Contact ID to the Audit Activity Report
This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.
10 votes -
Upload pics & maps to the Knowledge Base
For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.
1 vote -
Max Call history too short
Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
5 votes -
Allow adjustments to a Local Connect Bucket
Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…
9 votes -
Allow people to look through contacts or do other non-phone call things while listening to voicemail
This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab
1 vote -
Expand Dashboard Widget to full detailed view
It would be helpful to enlarge/expand a widget in a dashboard to be able to easily review all details available in the widget. Click to pop it out to maximized view, click to send it back to a nested position.
2 votes -
AI/NLU for Voice Bots (IVR)
AI/NLU integration to drive Voice Bot (IVR) solutions using Google AI/NLU engines (or other AI/NLU engines available) to create a similar experience as a chatbot.
11 votes -
Variable pane in trace mode should go to its original position when pressing ALT tab on Studio app using Windows computer
When in Trace mode and you detach the Variable pane from the Trace pane (there are now two windows) the Variable pane doesn't track. If you Click an app that hides the Trace and Variable windows then ALT-TAB or click the Trace icon in the Task bar only the Trace window appears. The Variable window does not. It also does not show up in the ALT-TAB task list.Please refer to this link to see what the customer wanted to happen: https://www.dropbox.com/s/8afly5y5pxui98f/2022-05-04_11-34-52-Studio-TraceVariableDoesnotShow.mp4?dl=0
1 vote
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