691 results found
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Allow the ability to view calls waiting in call queue outside of Contact Center
Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.
Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.
2 votes -
Emergency External number
It would be a good idea if we can add 3 digit emergency contact numbers in the Account Settings > Directory Integration > External Shared Contacts Directory for all staff to be able to access to. For example: 911 and 988 are emergency numbers, but we cannot export that into the external shared contact directory for all staff to use
2 votes -
Month on Month Seeking (Forward/Backwards) button for Schedule/Intraday Manager
As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.
As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.
It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…
2 votes -
Payment Processing
Many companies now offer Payment Processing as part of their services via Secured Payment Links. This will help current RC clients and provide RC for another stream of revenue. An integration would be acceptable as well.
2 votes -
Option to configure the RingCentral Pulse for Contact Center like a desk phone.
The customer wants to have an option to configure the RingCentral Pulse for Contact Center like a desk phone. They want the feature to notify and ring louder. They also want to configure the feature like a dedicated phone line.
2 votes -
Ability to allow call recording to record those calls that were missed/ unanswered
Ability to allow call recording to record those calls that were missed/ unanswered
2 votes -
Quality Planner for Calibrations
Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.
2 votes -
Have the option on the call queue to modify fix in order to ring groups
Allows admin users to modify the call queue ring settings to have an option to create ring groups under fix in order
2 votes -
Schedule Adherence
Schedule adherence should not be impacted when a rep goes to break or lunch late because they were on a call. There should be a way for the system to recognize that the agent is on a call and to auto-adjust the schedule when rep goes to break/lunch so it doesn't show as being out of adherence.
2 votes -
Allow the use of a comma in the address book phone dialing
We have department address books set up for frequently dialed numbers and conference numbers for things like translator services. A few of the numbers we dial require the agent to put in a pin after an IVR plays. Currently, the agent has to manually enter the number. It would be so much easier if we could use commas in the number to put pauses in the dialing. Example: 8001234567,,,12345,,,2345
2 votes -
CXone Supervisor > Live Monitoring > Activity States
My concern is the state of START populating in Live Monitoring when the state should be Unavailable. There appears to be an issue with Live Monitoring not updating the state or refreshing the state.
Within UserHub's CXone Supervisor > Live Monitoring > Agents > Activity > States, we can currently see Available, Working, and Unavailable states with time-stamps (Start Time). The previous version of Supervisor included "Logged In" with time-stamp and "Logged Out". Our users found this information beneficial and a significant time-saver compared to running prebuilt reports to obtain the same information. We would like to see "Logged In"…
2 votes -
Voicemail Override
When the dialer detects an answering machine, it only allows the button that they click to appear for a maximum of 20 seconds and sometimes it takes longer than this to get to the end of the donor’s answering machine intro for them to be able to click (if they click the button halfway through the donor’s answering machine intro, the pre-recoded message they leave will be cut off at the beginning). All this to say, we are wondering if we could see with RC if the maximum seconds the button appears for could be increased
2 votes -
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 -
2 votes
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Abandoned Reports that Monitor Abandoned reconnect success
It would be helpful to have access to detailed information regarding daily abandons, as well as successful follow-up to or from the contact. It's essential to identify which abandoned contacts have been reconnected with the agents, providing resolution.
2 votes -
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 -
Export Reports to Google Sheets
Request is the ability to export a canned, ad-hoc, or custom report from Contact Center to Google Sheets.
InContact > Reporting > Export to Sheets2 votes -
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 -
DFO - routing by sender email domain
DFO - emails need to be routable using the sender domain. For example, yourname@ringcentral.com.
2 votes -
On OSH supported Dashboard, show all interactions agent is working
Improve RealTime dashboards to easily show supervisors what contact active/connected agents handling OmniChannel sessions are on. what Currently, Supervisor only shows the agent connected to one. If using Contact List, the user would have to sort all system contacts as filtering is only by Campaign, Skills, media type, etc. Filtering is not available by teams, etc.
2 votes
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