1491 results found
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MMS support for native Contact Center SMS channels
The native SMS options offered by RingCentral Contact Center (either via MAX or DFO) do not offer support for MMS messages. Only the Textel offering provides MMS support. MMS is used extensively in the US & Australian markets as it is included within mobile plans.
3 votes -
QM Forms while Live Monitoring a Call
Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
10 votes -
Give possibility to calculate the SLA on FB Messenger over all responses, not only the on the first response.
I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given within 30 seconds, and how many responses are given after the treshold of 30 seconds. And I want this information on all messages, not only on the first response. Is it possible to display this calculation of the SLA?
25 votes -
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?
2 votes -
Caller ID- Feature Request
When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.
1 vote -
2 votes
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Give both transferrer's details and the number being transferred to the receiving agent
Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…
1 vote -
cu wants a feature that can trigger vm of the cellphone they are calling
cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
• Account Name: Indiana Partnership 211 Main1 vote -
Max Agent Logout confirmation toggle so you can disable it.
We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.
1 vote -
IN PC your data does not include Agent Name and ID for all dispositions or classification
The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur
1 vote -
Including Maintenance and Updates in this portal
You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.
1 vote -
Duplicate QAs
We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.
1 vote -
Replace interaction function.
A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.
1 vote -
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.
9 votes -
Abandoned Reports that Monitor Abandoned reconnect success
It would be helpful to have access to detailed information regarding daily abandons, as well as successful follow-up to or from the contact. It's essential to identify which abandoned contacts have been reconnected with the agents, providing resolution.
2 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.
9 votes -
Dashboard availability without logging on
Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it will be sales supervisors doing the dashboards, they do not have access to server room so we will have to reconfigure to allow access to that machine. either embedded encryptes credentials in URL or a sharable link would be viable solutions
7 votes -
Ability for agent to place conference call on hold
For the Max Agent, when an agent creates a conference call, they need the ability to place the call on hold. Currently when the agent is in a conference call, the hold button is greyed out. The agent typically has the customer on the line and then has to set up a conference call to bring in an interpreter and other parties to complete the customer request. When doing this they need the ability to place the conference call on hold.
6 votes -
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
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