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Delete conversation history from customer side

add a new option or button to delete chat history from customer side
Guest about 2 years ago in RingCentral Engage Digital 0 Future consideration

Call queue caller call back feature

In order to reduce missed calls in call queues, an option for clients to push '1' for a callback but keep their place in line is needed.
Guest about 2 years ago in RingCentral Phone 6 Future consideration

QM - Reports – Interaction and Evaluation Date

Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
Jennifer Lewis about 2 years ago in RingCentral Contact Center 1 Future consideration

QM - Feedback Comments - Punctuation Doesn't Carry Over from Word

A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.
Jennifer Lewis about 2 years ago in RingCentral Contact Center 3 Future consideration

QM - Calibration Screen – Needs Interaction Dates

Please add the Interaction Date to the Calibration Screen; see screenshot
Jennifer Lewis about 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see...
Jennifer Lewis about 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Reports – Only Active Forms Should Display

For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
Jennifer Lewis about 2 years ago in RingCentral Contact Center 0 Future consideration

Offer ability to track time spent accepting queue calls (as well as, on different statuses - available, busy, DND)

I would like to see how many hours per day or week a particular user spent accepting queue calls on their phone. Currently, the only way to know if users are accepting queue calls is to extrapolate based on the number of calls taken, however, I wa...
Guest about 2 years ago in RingCentral Analytics 2 Future consideration

QM - Editing a Submitted Evaluation

If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The ...
Jennifer Lewis about 2 years ago in RingCentral Contact Center 2 Future consideration

QM - Character Limitation

When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
Jennifer Lewis about 2 years ago in RingCentral Contact Center 1 Future consideration