732 results found
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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 -
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 -
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 -
Ability to push interaction from Interaction Analytics to Quality Management
The goal is to have an interaction found within Interaction Analytics to be quality scored either from the interaction in IAP or sent to an evaluation / quality plan in QM / QMA. Currently this would be a manual process where a user finds an interaction in IAP, then has to find via Search & manually evaluate.
2 votes -
Quick Reply Utilization Report
Some of our BPO customers service multiple contracts. There is significant interest in chat & email channels, especially around quick replies as a way to provide consistent messaging & a reduction in agent effort. This feature request is to ask for RCCC reporting to include reports that deliver insight into:
How many times a quick reply has been used
How frequently a quick reply is used
Number of quick replies used per interaction
For chat, how many replies are QR vs agent typed (to understand where more could be utilized)
QR use per agent
QR use per disposition2 votes -
Ability for Supervisors to see info about email while it's queuing
The request is for a Dashboard / Reporting improvement to enable Supervisors to see the sender & subject of an email whilst it is queuing.
2 votes -
Add Quality Plan filters as header fields to Quality Evaluation Form
Add the ability to add the criteria filters used to select the individual interaction for evaluation in the Quality Plan to the Evaluation Form, similar to how Interaction ID and Interaction Date are added to the header of the selected Form. This would enable the Evaluator to see the "why" the particular interaction was selected by the Quality Plan. This feature would be helpful as a toggle.
2 votes -
Add Location Information to DFO / Digital Channels
Adding Location and Country information to the interaction details displayed to agents would be helpful for some customers as part of the authentication process and to prevent fraud.
2 votes -
Add ability to search email transcript by keyword in Contact Center
Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…
2 votes -
to have a +1 option for caller ID number
Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature
2 votes -
Why don't contacts have a fax number?
When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????
2 votes -
More Available Codes
We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for working voicemails. At current state, the only way to listen to VMs is to be in available. But if we need the inbound calls answered before the VMs are worked, we can't without removing the VM skills from the rep. What we need is: Available, Working VMs - No External IB or Internal IB…
2 votes -
Hour of Operation Status Column for "Open" or "Closed"
Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.
2 votes
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