750 results found
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RCCC Time off Always on Top
Any schedule with a Time Off/ OOO Activity should be placed on top. it is quicker to have it be seen by any scheduler/WFM RTA
2 votes -
Tag a Call as Abusive
Does RingCentral have the functionality to Red flag a number to the agents.For example - If a caller is abusive , can we add a flag that will notify the agent getting the call through RingCentral that they have a potentially abusive caller ?
2 votes -
Quickbase CRM
Integrate with Quickbase CRM
2 votes -
Play back DTMF tones in Max keypad
I have a team on CXOne that calls out to other businesses that have up front IVR menus. They would find it useful when selecting an option on the Max keypad would trigger an audible DTMF tone back to them.
2 votes -
Being Able To Send Outbounds Faxes From Email Without Attaching A File
We Would Like To Be Able To Send Faxes Out By Just Tying A Message In The Body Of Our Email When Using "Email To Fax" And Without Having To Attach A File Such As PDF. The Body of The Email Should Just be The First Page. We Send Out Alot Of 1 Page Emails Which Needs To Be 1 Page Fax And Do Not Want To Turn Everything Into A File
2 votes -
Able to filter on activity type on adherence report
Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.
2 votes -
fax
More than one user should have the ability to see incoming faxes; matter of fact all users should be able to because all users can send them.
1 vote -
Ability to increase or change font and size on Real Time Dashboards - especially when hosting on a wallboard
Having the ability to change Real Time Dashboard fonts, colours and size would be really helpful especially when displaying on wallboards of various sizes.
1 vote -
1 vote
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Coaching Function
It would be helpful to have the capability to delete a coaching that was published before completed in error.
1 vote -
Notes - Previous call notes to pop up with new calls
Previous call notes should be linked to new call versus having to search up previous conversation. This better equips agent and ultimately the caller experience.
1 vote -
Ability to assign scripts at Agent level
Ability to assign scripts at Agent level, currently can assigned at Queue and Campaign level only but I have had an ask from a customer who would like to select certain Agents only across multiple queues who can offer the post call survey to their customers.
1 vote -
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
1 vote -
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
1 vote -
Restrict Access For RC Desktop App Contacts Favorite
By default, all users have access to adding favorite contacts. However, when a customer unchecks the "Include User in Company Directory" option under user details, the name disappears from the company contacts. Users still retain access to adding favorites. The customer's request is to implement admin-controlled access, allowing administrators to determine which users have the ability to add favorites.
1 vote -
Supervisor View, Show Agent Unavailable State
In Supervisor > Live Monitoring, you can observe and click on various Skills. Doing so brings up a sidebar to show agents assigned/inactive on that skill. The agent listing there goes through the agent name, their proficiency, and time in state - but does not identify what state the agent is in. There is an icon for Available, Logged Out, Working and Unavailable - but there are various Unavailable states, including ACW. Being able to see from this view which Unavailable State alongside the time would make skill management easier, as presently, the supervisor needs to move to the Agent…
1 vote -
Adding a signature to the replies to emails in Ring.
We need a way to auto add a signature to email replied in Ring. Cureently we have to copy and paste our signature to each email.
1 vote -
I would love if there was a sound notification for a call in queue. If Im not on that screen, I miss calls in que
I often work on multiple screens. So, sometimes I miss calls in queue because I am on a different screen. If it could ring when theres a call in queue or other sound notification that would be great!
1 vote -
have a copy button next to account number and house number for easy transititon
add a copy button next to the account number and house number for easy 1 click so we can transition faster
1 vote -
Route customer replies to a digital email interaction to the agent that replied to the original message.
When an agent replies to a contact center email and dispositions the message it closes out the interaction, if the recipient replies with follow up questions the contact center creates a new interaction that would queue to another available agent. If there was a setting that allowed replies to route to the original agent that replied to the initial email it would allow the sender to correspond with a single agent start to finish which in the event of troubleshooting or a customer service issue leads to increased customer satisfaction with the service received.
1 vote
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