417 results found
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Do not end an email after forwarding it.
We are starting to see that with our agents, for internal support and training, it would be very beneficial if we had the option to not end an email after forwarding it in the Max agent. Our agents are forwarding the emails to their supervisors for support, to ask a question about something in the email, and it ends the email (We're not liking this). We can also see this being beneficial with internal training.
1 vote -
QM - Report Delay
There is a delay in reporting in the Quality Management Tool. When a user submits an evaluation, it takes about 1-2 hours to reflect in the reports. There shouldn’t be a delay.
1 vote -
QM - Reports - Form Name Titles – Don’t Display Fully
In reports, the form names are cut off/short. When the user hovers over the form name, the full name should reflect. I have attached screenshots.
1 vote -
QM - Evaluation Details Report – Average Score Column
Please see the attachment. Column J shouldn’t state ‘Average Score’. Please change to ‘Score’. The numbers listed are individual scores for the agents. They are not averages.
1 vote -
Enable individuals with admin access to enter partial day PTO prior to schedule forecasting.
At my organization, we have very small teams. As such, accounting for all anticipated time off is critical to our ability to have accurate forecasts. Today, the system only allows admins to enter full days off prior to forecasting. Entering partial day PTO after forecasts are generated means our forecasts are immediately invalidated. We need the ability to enter partial day PTO, along with rules (i.e. - specifying a start and end time). The forecasts will be far more accurate this way. This would still mean that shifts might need to be modified by the forecaster to align with the…
1 vote -
Gmail and Slack client
Allow Gmail and slack client, so as to semlesly integrate emails and slack into tasks, from the email call the person or send person a text all ones work critical communications in one place the “iCRM (Internal Customer Relationship Manager)” as I call it, internal customer is just as important yet we are thrown a bunch of tools like slack and gmail to non technical people which are supposed to make communication more efficient, but without knowing how to use these tools efficiently. If Ringcentral can build an efficient call it “platform” for a lack of a better word, I…
1 vote -
Please can we have Admin access to reset Agents passwords on Contact Centre
Requesting a password reset on Contact Centre very often doesn't work and the user doesn't receive the email from NGAgentEventLog@incontact. It can sometimes take 2-3 times before the email goes through. It would therefore be extremely helpful if Admin had access to be able to change the password for a user, like we can in the Ring Central UC.
1 vote -
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 -
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 -
create a link with equisoft crm
similar to salesfore app you have
1 vote -
Add inline images to the body of an email
Please allow images to show inline as this is very helpful for chronological screenshots. Having the images only as attachment is useless in this scenario.
1 vote -
click to dial feature for - RingCentral Contact Center Voice
RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature
1 vote -
Max agent must not allow another call to connect to agent leg when it is currently engage to a call
Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.
1 vote -
Personal Connection data log extract
Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there must be a log somewhere that is associated to the EXTERANLID or the CONTACTID. I need a file, extract, API to get this data while you guys figure out how to get it included in my PC dataset
1 vote -
INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER
there has to be an indication that a certain message was sent using phone or computer
1 vote -
Communicate presence (Offline, or invisible) to Max Agent
Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show green, and only checking with UC will show that they are offline.
1 vote -
Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.
I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the below from the engineer: When trying to listen to recordings it is best practice to go into reporting > prebuilt reports > contact history and put your CID in there so you can see all legs of the call at once. Doing it from other places in contact center may not have the entire interaction with…
1 vote -
Eliminate MaxAgent Outbound Dialing Delay
When making outbound calls manually, MaxAgent adds more than ten seconds to each call. A dialer is not a solution. The number of clicks, float and click, etc is not tenable
1 vote -
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 -
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
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