727 results found
-
Restrict Access to RingCentral Contact Center by IP Address (Range)
Authorized users are able to access the RCCC environment outside of the network environment. Due to the sensitive nature of the data, many organizations are required to limit access to control environments. For example, in some centers the agents are not allowed mobile phones. This presents a RISK to the project in case of agents sharing sensitive data, which could breach the end Customer’s Data Protection guidance. Proposed Solution - IP Address Range Whitelisting: this will prevent users from accessing the system from outside of customer defined IP address range. Attempts made from outside of the defined IP Address range…
2 votes -
Max Agent Click to Dial, from Browser/desktop
A simple but very useful feature to have.
5 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 -
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 -
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 -
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 -
Make Chat Disposition Required
Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.
2 votes -
Gamification
Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!
2 votes -
Add the ability for multiple extension to listen to the same call simultaniously
Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.
4 votes -
recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
8 votes -
Add an option to make Activity Codes invisible to agents.
We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…
4 votes -
Time zone to match company time zone when downloading call attempts list
Details of the enhancement: When selecting ACD, Lists, Calling and downloading a calling list, the time listed under "lastcallplaced" field is showing in GMT and not the customer's time zone.
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 -
Trends in Subscription Reports
Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.
4 votes -
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
- Don't see your idea?