1178 results found
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admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 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 -
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 -
Ring All Phones
My branches currently don't like using IVR's and only want all phones to ring in the branch. It would be nice to have a way to have all User Phones, Limited Phones and Apps ring at once when the main Branch number is called. Currently we can't use Call Queues as they don't allow Limited Phones and if I setup a user as a ring all, I can get user and limited phones to ring, but not app. This would be a great solution for small locations that don't need an IVR.
1 vote -
Real-Time Dashboard Row Counts
On Real-Time Widgets (Inbound, Agents, etc.) it would be great to see a row count for each tabular widget. For example, the mockup on the attached screenshot reflects the total number of agents in ENGAGED state (Agent table filtered by state). This would help our managers-at a glance-see how many agents are in certain states.
2 votes -
Replace busy signal from carriers with announcement(s)
Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
12 votes -
Allow Engage voice users to launch manual outbound calls using frequently used numbers stored in the Phone Book
A very large percentage of our calls are outbound calls dialed manually by our agents and supervisors. Our agents frequently call out to the major insurance carriers. As such, we would like to be store these frequently used numbers in the Phone Book and allow the agents to launch their outbound calls by choosing those numbers from the Phone Book. Having frequently used numbers available to our agents in the Phone Book would be a great time saver and improve productivity.
10 votes -
Creating a webchat feature that gets website visitors in touch with the appropriate team to conduct business.
Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.
2 votes -
Forward Specified caller ID to external number from call group
Currently, if a call is set to forward to an extrenal number on a user level, the Called ID will display as that of the caller itself. What I'm suggesting is that there is an option to forward the call, and the ring group name in place of the Caller ID's phone number or Name. If Joe calls a ring group, and everyone is forwarding to an external number, right now it will show as Joe Smith 111-222-3333. If the option to toggle how the forwarded call's Caller ID would display for the external number, it would then show as:Support…
9 votes -
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 -
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 -
Admin State Change
Ring Central Engage Voice admins should be able to change the state of an agent as needed through the admin platform. Currently, we are only able to remove someone from the queue.We should be able to change someone's state when required.
12 votes -
Create Security Groups for restricting and granting access to phone numbers / Caller IDs
Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…
22 votes -
Engage Voice - Add option for agents to return to an afterwork state automatically when disconnecting an outbound call
Currently when EV agents make an outbound call and disconnect, they are returned to the agent state from before the outbound call. Customer would like an option to default to an aftercall state rather than having to manually set the state after dialing.
1 vote -
Engage Voice - Outbound EV calls should not be interrupted by inbound MVP calls to the agent
Customer would like option to not allow inbound MVP calls to EV agents if they are on a call already
1 vote -
Engaged Digital All Channel OOO
Every time there is a holiday or company day off, I have to go into each individual channel to put an out of office. Can there just be an option to pick all channels and just do one for the whole company? Also, it would be nice to have a start and end date/time to make it go away when the OOO is over.
2 votes -
Option to remove RNA state
Would like to have the option to disable RNA state for all agents
10 votes -
Upload pics & maps to the Knowledge Base
For our Call Center to be able to see a diagram of each building and a map w/in each building would be so helpful. Our team is from the Phillipines & it's very hard for them to visualize w/out the pictures in the KB to see & understand.
1 vote -
Allow people to look through contacts or do other non-phone call things while listening to voicemail
This would be useful so if I need to look at another feature, I can do that while listening to a voicemail. Right now, I played the voicemail and it stopped when I moved away from the phone tab
1 vote
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