1089 results found
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Changing Estimated Hold Time Message from Max Q Time to Average Q Time
When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've waited another minute or two, their call would have been answered. We would like our callers to hear the Average Queue Time (which is often minutes shorter than the Max time) instead of the Max Q Time.
9 votes -
Create a Virtual Agent Voice Bot for RingCentral
Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.
1 vote -
Create a preview timer that notifies Agents how much time they have to preview a lead before it disappears (would like the ability for A...
...dmin to configure). Right now, agents do not know how much time they have before a lead goes away. It would be great to see a timer to help get thru tasks and take the lead.
1 vote -
Ability for agents to create a custom voicemail recording themselves
Current process involved Admins uploading vm greeting files for personal queues. With a large amount of agents, and turnover, this is cumbersome and time consuming.
1 vote -
Create the ability to auto fetch single leads as opposed to having to manually fetch a new lead.
This would ease work flow for agents
1 vote -
Option to disable the Log out agent feature on the Supervisor Dashboard
Add an option to roles to remove or disable the Force Logout option on supervisor
1 vote -
Stay on Call - Call Transfers - Toggle Feature
A lot of users do not like that they have to unselect the "stay on call" box when cold transferring. In our usage of EngageVoice, we direct all users to cold transfer because we utilize a chat program to inform of the incoming call beforehand. We would like to be able to toggle this feature on or off by default at the account level.
17 votes -
Evaluate Logitech H540 as an approved headset for Engage
Hello,Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations.Thank you!
1 vote -
Row based totals in analytics
Currently we are able to create columnar based totals, sums, averages etc. on all table reports but lack the ability to create row based totals. This would be beneficial for quite a few use cases that ultimately allow the ability to stack rank whatever is being measured.
7 votes -
1 vote
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Voice Broadcasting
We do a lot of outbound calling for our clients using Engage Voice. I would like to suggest a feature called Voice Broadcasting. Voice Broadcasting is a feature that would allow for a recorded voice message to be played while calling outbound whether the call is answered live or by voicemail. The other dialer we use in a separate bushiness unit has the ability and we would like to eventually use one dialer but cannot if this feature is not available. Please let me know if you need further explanation of what I'm suggesting.
2 votes -
Requested reports for Historical reporting
Requesting a couple of report additions to the Historical reporting platform:1) Inbound Call Detail Download (from prebuilt) be added to Historical reports, with "Is Callback?" and "Agent Notes" fields2) Duplicate Inbound Call Detail Download report (with above additions) for manually dialed outbound callsThank you
1 vote -
Interaction Issue Hot Button
The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…
18 votes -
Option to remove RNA state
Would like to have the option to disable RNA state for all agents
7 votes -
Allow for export of all raw data to Microsoft BI
This should not be overly complicated, we should be able to pull all the different tables from Engage Voice to create our own reports and analyze the data through Microsoft BI. This would make a tremendous boost to every client of yours ability to analyze data.
3 votes -
EV reporting add Disconnect to the Disposition list
On the Engage Voice platform in reporting deflected means an incoming call that was disconnected by the system before reaching an agent. This could be because the call was redirected by an IVR, DTMF event, or because a queue event was configured to terminate the call. Or in simpler terms is that it catches all which indicates there was a problem. If a caller got connected to an agent but the caller hung up fast it shows as deflected, but it should say caller disconnected. There should be a difference deflected and disconnected by the caller if the call did…
3 votes -
Reporting separate numbers from one IVR
I am requesting to see if we can run a separate report from the same IVR. I have 3 phone numbers that are tied to one IVR and would like to report the activity and KPI for each phone number.
2 votes -
Sound Alert to Notify Agents in Engage Voice when their Status is in RNA
Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.
9 votes -
Color Coded Sentiment in RingCX Agent Interface
The suggestion is to provide Color-based Visual Queues of customer sentiment to the agent based on customer messages. Red/Yellow/Green is easier to identify than the current small/ mini grey icon reflected. If current message sentiment is exposed to the supervisor agent monitor, that would be an added benefit.
2 votes -
Ability to take DNC's off the List thru an upload
We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…
18 votes
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