763 results found
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QM - Reports – Only Active Forms Should Display
For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
4 votes -
RCV integration with RingCentral Contact Center
Request is for the ability to escalate phone interactions into video calls/meetings to drive customer engagement further. Customers would like analytics around how video escalations and video queues are used in their environment. Video queue example: Bank branches can have a screen to engaged with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
7 votes -
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 -
Supervisors to be able to reprioritize emails
Request is for the ability for Supervisors to have a method to reprioritize or transfer the email.
2 votes -
QM - Request Further Review - Shouldn't Go Back to the Evaluator
If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the QM Manager or Supervisor.
3 votes -
QM - Bonus Point Capability
There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.
3 votes -
Build an Agent Console for RCCC that is embedded into RCV
This could be used instead of using MAX in its own browser window
5 votes -
Add CCaaS to VGE
The request is to have CCaas included in VGE.
1 vote -
Addition to Dynamic Address Book
Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
3 votes -
QM - Calibration Screen – Needs Interaction Dates
Please add the Interaction Date to the Calibration Screen; see screenshot
2 votes -
Reducing Effort in Contact History Report
When entering a master ID in the contact history report, users have to click Run Report instead of being able to just hit return.
2 votes -
Enable OSH with Personal Connection Priority Blending
There are customers with Personal Connection Priority Blending capability who would like to add additional functions to their agents. For example, they may want to introduce web chat but would need OSH with omnichannel agents.
4 votes -
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 -
Show reporting on Abandoned calls for non full Admin users
Some customers use RCCC in various parts of their business who should not have a view of each other. However, they cannot see Abandoned calls in Reporting as these aren't assigned a team / campaign. They can only do so when All & Future is enabled from the role & permission.
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 -
Include QM Question Detail into QM Reports APIs
Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.
2 votes -
3 votes
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Combine both mandatory disposition & ACW time
At present, you can either set a disposition in a skill to be mandatory, or provide a timer for after call work. Some customers have requested the ability to make a disposition mandatory & also count down the ACW rather than one or the other. The ability to provide a default disposition to be used if timer ends before a disposition is entered would be helpful as well. Ideal Scenario: Agent is mandated to provide a disposition, but after call work is timed.
1 vote -
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
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