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25 results found

  1. RingCX Time Based Callback-in-Queue Offering

    28 votes

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    Future Consideration  ·  4 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Shannon supported this idea  · 

  2. Wrap Time / After Contact Work

    53 votes

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    Future Consideration  ·  2 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon supported this idea  · 

  3. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    25 votes

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    Needs More Information  ·  3 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon commented  · 

    Agreed! Callback should follow the same rule as inbound calls in regards to auto-answer. Example: If Auto-Answer is disabled for inbound calls, then the agent should not be Auto-Dialing customers through callback function. The agent should be presented with option to accept or reject callback, same as they would be presented with option to accept or reject an inbound call.

    Shannon supported this idea  · 

  4. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    25 votes

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    New  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Shannon commented  · 

    Agreed! Status reverts back to the INITIAL status, which is assigned at the agent settings level. The manually selected status should override Initial status once the agent is logged in, or at least allow that to be an option. Reason: if an agents initial status is Available, but they are in a Training status for 8hrs, and happen to make a call or receive an internal call, they should not revert back to Available on the queue. Their chosen status should override.

    Shannon supported this idea  · 

  5. Sync RingCentral Desktop Application With RingCX

    246 votes

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    Planned  ·  16 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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