1197 results found
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Show what number your customer is calling with customer number.
It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
8 votes -
MaxAgent Inbound Call Waiting Alert
I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setting where after calls are waiting 60 seconds, anyone signed in but unavailable got a popup notifying them of the need to take calls. I cannot describe how disappointed I am with this gap.
2 votes -
More Available Codes
We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for working voicemails. At current state, the only way to listen to VMs is to be in available. But if we need the inbound calls answered before the VMs are worked, we can't without removing the VM skills from the rep. What we need is: Available, Working VMs - No External IB or Internal IB…
2 votes -
streamline onboarding and activating/deactivating users
On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.
1 vote -
Option to encrypt call recording on delivery
Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
4 votes -
Max Agent Click to Dial, from Browser/desktop
A simple but very useful feature to have.
5 votes -
Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
8 votes -
Ability to select multiple agents in Time Off Management
It would be much faster to be able to add multiple agents for Time Off Management.
1 vote -
API that would allow exporting scripts in JSON format.
Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?
1 vote -
Add a filter for monthly reports to drill down to business hours only in lieu of 24 hour period inclusive
Today, I can get daily reports and filter by the hours of the day. I cannot do that for a roll up of performance of our call center at the monthly level for Sr Management level reporting
2 votes -
Create a Repeat Queue Event option
Create an option to select “Repeat Event” and “Number of Repeats” (a specified number or indefinite). This would allow the ability to have the programmed event in the Queued Event Configuration to repeat indefinitely or for a specified number of times for the interval time as configured in that Queue Event. This option would prevent the administrator from having to create duplicate events.
7 votes -
Quality Planner - Attach Customer Phone Number when account populates under tasks
Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.
1 vote -
Add a field to MaxAgent to paste a phone number to launch a call quickly
We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.
1 vote -
There is no elegant way to transfer to RC Office extensions through the MAX agent
When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click enter to complete the transfer.
5 votes -
Bring Back Ability to Enter Special Characters in From Field of Email Templates
After moving from the https://portal.virtualacd.biz/legacyagent/#/login URL to the new https://engage.ringcentral.com URL, our agents can no longer send email templates that have special characters in the from field (the send email button is grayed out until the special characters are removed). This was a useful feature because it allowed us to give email addresses labels, which has been requested from clients in the past when sending out emails for outbound campaigns. Here's the formatting we want to be able to use on the new platform: 'Email Label'exampleemailaddress@exampledomain.com. This way, when the customer receives the email, they will see a…
3 votes -
Allow for copying of a scheduling unit in Workforce Management
Within RCCC Admin / Scheduling Units, it would be helpful to have the ability to duplicate / copy an existing scheduling unit. Currently you have to create new scheduling units & start again.
5 votes -
Provide Quality Management scoring context from within MAX
Would like the ability to show (either within MAX Agent Reports or the WEM tabs of MAX) a quick and easy quality scorecard for the agent over a time period. Currently, an agent can review individual evaluations or would need to be provided very customized reports or dashboards.
5 votes -
Notification when Task Call Recording Delivery Fails
If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.
5 votes -
Allow Giphy & Screen shots to be shared even if Upload from computer/mobile is disabled in File Sharing for the app
This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers
1 vote -
Synch the Evaluation to the Interaction
On one screen evaluators can view, listen and score with pause while typing. Currently The Interaction and Evaluation open in separate pages and the Evaluator must toggle between the pages if they want to view or pause the interaction as they move through the Evaluation form.
1 vote
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