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1476 results found

  1. QM - Evaluation Notifications – Need Via Email

    When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.

    12 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  2. QM - Bulk Delete Unused Interactions

    Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.

    6 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  3. Add contact center licensing in the IC portal

    the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.

    10 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. Quality planner / Scorecard settings - Allow dispute to go to Another person

    Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. Edit Completed Evaluation

    My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.

    9 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  6. Ability to create custom fields by source

    This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
    A few additional points:
    - Only relevant fields for the current customer are shown on a conversation
    - Data is segmented across a BPO's customers

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Dashboard - Add Status Thresholds for State

    New Dashboards are missing option to add thresholds, this was available previously. https://help.incontact.com/Summer20/EN/Content/Reporting/Dashboards/Widgets/AgentListWidget.htmIf you have customized your Unavailable State thresholds, and a contact center agent exceeds that threshold, then the Time field for that agent in the Agent List widget appear in red.In this case, User Bravo was within the threshold for the Break unavailability state in the top image, but in the bottom image this agent has gone outside of the threshold by being unavailable for over an hour.See attachment

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. Dashboard Access for Agents

    This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.

    6 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  9. Increase size of Local Connect Buckets

    Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.

    6 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Add ability to search email transcript by keyword in Contact Center

    Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  11. Alternative SMTP Authentication

    Basic Auth for SMTP Relay Authentication will be retired by Microsoft in the near future. (https://docs.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#option-3-configure-a-connector-to-send-mail-using-microsoft-365-or-office-365-smtp-relay)RingCentral Contact Centre needs to provide an alternative authentication method to allow migration away from basic auth.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital

    Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.

    7 votes
    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  13. Add presence status sync / data driven routing to Salesforce connector

    A few suggested changes with respect to this connector:
    1. Manage ambassador presence in the Salesforce omnichannel console for channels managed by RingCentral (presence status sync)
    2. Use Salesforce to define omnichannel routing strategies (data driven routing)
    3. Consistent management of the response base across channels (Use SFDC reply assistant)

    4 votes
    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  14. Agent Count While Waiting in Queue

    7 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  15. QM - Editing a Submitted Evaluation

    If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.

    8 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  16. Ability to transfer to another IVR

    5 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  17. Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice

    Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Engage Voice - Campaign Disposition Rules

    We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Manage multiple calls on hold

    My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call.Many of my calls are from gov officials overseas who are hard to reach.I also do not have time OR INCLINATION to have to keep logging in, or checking somewhere for my messages. I want them pushed to me AS TEXT so I can choose how to reply, real-time.Here is the caller experience:CALLERJohn calls XYZ corp and gets a nice message, "You have reached XYZ, etc"Your system does this.and then the system…

    4 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. Allow supervisor to move agent into available status.

    Request is the ability for a supervisor to move an agent into available status.

    13 votes
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
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