264 results found
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RingCentral Contact Centre: Support for Smartphone and Mobile Phone divert
Since the pandemic, one of our contact centres has moved to hybrid working. Agents would like to be able to make and take contact centre calls on their mobile phones, which is currently not supported.
2 votes -
Attach MAX Agent to RC phone
When you get a call through MAX agent the RC Phone dial pad pops to the front of your open screens, but the MAX agent does not. If the MAX agent was 'glued" to the RC phone, then the user would not have to search for MAX agent. It would pop up with the RC phone application. MAX agent should also be an application, rather than a website.
6 votes -
Disable/Enable 2 Factor Authentication on certain users
It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
24 votes -
Reorder Metrics within ACD Widgets
We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd like that to be on the far left vs. on the far right and having to scroll to see the data.
4 votes -
Pre-Chat Survey Email Address Field Applied to Chat Transcript
With our current set up, customer enter their email address into the pre-chat survey. After their chat concludes they get the option to download the chat transcript or to have it emailed to them. They are required to re-enter their email address in order to have the chat transcript emailed to them. This seems like duplicative work on behalf of the customer since we've already obtained their email address in the pre-chat survey.
4 votes -
Exclude System Generated Messages in Chat Transcript
We'd like to have all of the system generated messages excluded from chat transcripts. If a customer is waiting for an agent to become available for a while they will see several rounds of "please hold" and "your next in line" type messaging. While the customers is waiting it's helpful to see informative messaging but when in the chat transcript it adds extra 'clutter'. Here is an example of the system messages that I'm referring to that we'd like excluded from chat transcripts: System - I am looking for a representative to chat with you. While you are waiting, could…
4 votes -
MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email
Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as it rather than match the font so I then have to highlight the entire email and change to a different font so the font can match all the way through, and all things pasted that show in a different font, size, color, etc. and that doesn't appear professional and so it takes extra…
4 votes -
Ability to Distribute all Forms to Evaluators at Once
As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day. Today, I have to wait for the system to randomly distribute forms and my evaluators must constantly check in on notifications or the my tasks page in my zone.
4 votes -
View Priority Comparison in Minutes
On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to convert minutes to seconds.
4 votes -
Re-route committed callbacks to the skill, or to agent at a later date
Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call. Instead, the commitment should either (1) route to the skill automatically as a backup or (2) route to the agent when they become available. Both options are better than having the customer not be called back!
1 vote -
Secure IVR credentials
We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.
1 vote -
Add Functionality to set the CallerID to a non-phone number (ex. a String of characters)
When our Call Center reaches out to our customers, the number appearing on their phones is not known to them. If we had the ability to change the CallerID to a string (The name of the company), we believe customers would be more willing to answer that call.
1 vote -
Manage Forms Form Manager - Allow Prior Versions
In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data
2 votes -
Record voice then Play it during a live call
Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
3 votes -
Sort options for Real Time and Schedule Manager
Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.
4 votes -
Under My zone, have the ability to view evaluations by evaluator under the performance monitoring tab.
More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.
2 votes -
Under the Questions and answers report, ability to pull certain evaluation statuses. (example, remove deleted/new/draft evaluation statuses)
Ease of reporting
2 votes -
Require additional customization of dashboards in Nice InContact Contact Center
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to see average handle time, average speed of answer, and total calls by agent in real time in a widget on the dashboard.
3 votes -
Require additional insight into what an agent is doing when in state Outbound Call in agent state widget
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Currently, when agents are in the Outbound Contact state that is all we are able to know, and we need to understand if a transfer, hold, regular outbound call, or something else is occurring in order to maximize our ability to serve our customers. This information is required to be available in the Agent list, or a new…
3 votes -
Header Field Request - Add Customer Phone Number (ANI)
Please add a new header field called Customer Phone Number .
2 votes
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