810 results found
-
WFM Pro - Ability to export WEM Skills
Would like to have the ability to export the employees assigned to WEM skills to understand how many are assigned to a WEM skill or who may be missing that assignment easier.
3 votes -
A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal
Gives a great eye view of progress. And from there a filter can reveal who falls were.
3 votes -
QM - Team Leader Notifications
It would be really helpful for TLs to be notified when agents have completed an evaluation
3 votes -
Max Agent - Notifications clearing
It would be good for agent notifications to disappear from the notification view when read as it makes it difficult to see which notifications are active and relevant
3 votes -
Copy Contact Center Holidays
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
3 votes -
New report: approver time off details
A report that shows who approved time off through WFM/ Manage Requests function. You can see who approved each request but a report would help with a larger WFM team and review who is making the approvals, including system approvals. Details: Who submitted the request, date of when the request was submitted, the date requesting off, who approved the request and the date it was approved, also include manager or dept informaton for the requestor
3 votes -
Provide reports to show the list of phone numbers that are not used or that has no activity for a certain time
User ID: 62380350023This customer wants to view the phone numbers that have not been used for at least 60 days to check if they can remove/cancel the phone numbers from the account. He wants to view it on the logs/reports instead of manually searching for the phone number.
3 votes -
WFM ability to separate scheduling units by role
Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great.Thanks,Patrick
3 votes -
Force all agents to log out at X time
The Agent Timeout on Max doesn't work if the Agent has closed the window instead of logging out. There should be an option to terminate all agent sessions at a set time of day (e.g. midnight) so that agents don't leave themselves logged in
3 votes -
Integrate Contact center Max client with main Ringcentral App
Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.
3 votes -
Ability To Add Notes When Transferring Call In MAX Agent
Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.
3 votes -
Monitor live incoming calls to a queue as soon as it comes
The ability to automatically monitor live inoming calls to a queue as it comes
3 votes -
QS and pick-up rate with decimals
Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.
3 votes -
Proactive Caller ID Reputation Monitoring and Remediation for RingCentral Contact Center
Description:
Request a feature that proactively monitors outbound Contact Center Caller IDs for reputation or carrier-side blocking issues and alerts administrators before agents begin experiencing call failures such as “Bad Number.”The feature should ideally:
Detect when an outbound ANI is being rejected by terminating carriers due to spam/reputation analytics.
Surface the affected Caller ID, carrier response, and reason code in the Admin Portal or Contact Center reporting.
Identify when an ANI is using less than full STIR/SHAKEN attestation.
Provide guided remediation steps or direct links to applicable caller-reputation registration/redress services.
Allow administrators to review the reputation/attestation status of all…2 votes -
2 votes
-
Placing multiple calls on HOLD
Having a capability to put 4 calls or more on hold using RingCentral app or Deskphone.
2 votes -
call notes visible across users
My colleague and I have a shared list of clients that we work from. It would be very helpful if there was a way to see the AI generated call notes between both of us as users. For example, with the shared SMS we can see what messages have been responded to by one another. However if we get a call in our shared queue, I cannot see the notes if she took the call, and she cannot see the notes if I took the call. Being able to make them visible to one another would help us mark calls…
2 votes -
I think it would make thing much easier for the agents if there were a calandar excessable etc. For us to keep track. Thank you!
I think it would make things much easier for the agents if there were a calendar accessible, such as a new tab inside the campaign where we can choose which month to view and how many hours we had for each individual day, so we can keep track more easily. Thank you! L
2 votes -
Allow for Call Tags to be Required
In CXOne Contact Center, you can require a disposition to be filled out after working each contact. We would like to see CXOne Contact Center also give this option for tags.
2 votes -
Calling in Agent, Show Unavailable State
In MAX, when dialing another MAX user, if they are Unavailable, it shows the Unavailable code (examples like ACW, Lunch, Meeting, Break, etc.). In Agent, when dialing another Agent user, if they are Unavailable, it just shows "Unavailable."
Because you can dial another contact centre user while in an unavailable state, being able to see the state the other user is in it critical based on business processes of when you should call.
2 votes
- Don't see your idea?