732 results found
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See all agent stats without scrolling
It would be amazing if when you are looking at the agents on the Analytics and Supervisor tabs you could see the whole picture without having to scroll up and down and left to right! A complete picture.
2 votes -
record call on transfer
Customer Law Office of James Scott Farrin (RCX # 38370001) would like RCX Queue's "Recording on Transfer" setting to pass recording control (pause/resume) to the REX user when RCX calls are transferred internally to REX user.
1 vote -
AI generated call notes/summary be sent to the ZOHO contact record that was called
Our customer requests the integration of AI-generated call notes and summary features from the RC App with their ZOHO CRM.
10 votes -
Automatic Update of Email "From" Address After Skill Transfer
Title
Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧
Description
Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
This change should take effect immediately when the agent opens the transferred email for the first time in the new queue…1 vote -
Notify clients via email when service is down. Include a link or poll
Notify clients via email when service is down. Include a link or poll to respond with 'Yes we are down' or 'No we are not experiencing service issues'. I was not able to submit a case yesterday when the system was down even though that is what you all said to do in your 'updates'.
9 votes -
Give Option to Change Background Colours
As some users spend a good deal of time on this application, and must stare at screens in order to do so, then the option to change background colours to something more restful to the eye would be appreciated. At this time, for instance, one cannot switch the screen to dark modes, or to colours like green which are more restful to the eyes. It would improve UI to allow for text / background customization, and would require very little software integration in order to so do.
1 vote -
Give the option to remove RNA
Create the option to have technicians remain available after a missed phone call.
1 vote -
Include a button for quick hang up disposition to reduce disposition times
Include a button for "quick hang up" just like the buttons for "do not call" and "Answering" disposition, this will allow to reduce disposition times in campaigns that have a high rate of hang ups before informing the purpose of the call.
1 vote -
There should be a way or an option for us to see the previous call reports including the total calls handled, total talktime, login,
There should be a way or an option in RCX agent for us to see the previous call reports including the total calls handled, total talktime, login,
1 vote -
It would be great if the RingCentral phone number that comes in on lead calls, was to auto populate Agent OS, thus cutting down the time to
Also auto populate the location ID from RingCentral to Agent OS.
1 vote -
Voicemail recipient when blind transfer
The client wanted to have a feature that when they transfer the call to the recipient and was not answered, the voicemail will go the recipient not to the originating extension.
2 votes -
Replace UNKNOWN CallerID in RingCentral softphone by a Studio variable content
When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
Thank you58 votes -
Helpdesk
As a WFM professional for my organization I should be able to create and submit my own tickets to RingCentral when there is a system issue. At this time I'm told I have to contact my IT department (which doesn't understand how things should work on the WFM side). So I'm trying to explain the error and what should occur to someone who isn't familiar with workforce management. They then in turn try to explain what I told them to RingCentral. Once my issue has been assigned a technician to assist me I'm then looped back in to further clarify…
1 vote -
Remove ringing sounds when trying to dial another number/extension in conference call
When on a call and another call is transferred to our lines, the new call will ring through the existing call preventing us from being able to hear the person we're talking to. We can't just transfer a call we need to have a separate window open with the other users to see if they're on the phone already and then we can transfer from yet another window. This program requires 3 different windows just to function.
If we figure out how to silence the new call from ringing through then we receive a surprise voicemail.
1 vote -
Option for Agents to Retain Queue Position After Going Unavailable
Customer requested a call routing feature wherein when agents go on Unavailable (like Break or Lunch) status and then go back to Available status, instead of their place being moved to the bottom of the queue to take a call, they can keep their previous place in the queue or retain their previous position in the queue.
1 vote -
Presence sync bidirectional visual delay
Bidirectional presence sync
Shorten the delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. support case 2402542334 votes -
Allowing warm transfers from Ring Central desktop to the Contact Center
We would like to see Ring Central correct the issue with warm transfers from Ring Central application to the Contact Center (Nice). According to Ring Central support, there is no capability to do a warm transfer from Ring Central application to Contact Center. This is a major impact to our company since we want to make sure the member is guided to the correct location. Warm transfers also allow employees to pass on information, thus having the member constantly repeating themselves.
38 votes -
Performance Report
Ability to see the total hours the agent is logged in on the app or DND
5 votes -
Record calls transferred from Contact Center to RingEX
Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa
4 votes -
Reinstatement Of Previous QM Forms Scoring in Contact Center
Details of the enhancement:
We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
CX One QM - Can you have more than 100 points possible on an evaluation formSpecifically, we are referring to the ability to:
Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.
Critical Sections: The ability…
4 votes
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