RingCentral Contact Center

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Mike, Official Rep

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Posted 3 years ago

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Mike, Official Rep

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This reply was created from a merged topic originally titled RingCentral Contact Center.

  Watch Webinar:  RingCentral Contact Center
(Edited)
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John Hamilton

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This reply was created from a merged topic originally titled Wall boards.

I would be handy to have a wall board which can be put on a screen in for our help desk to see the following information, due to our help desk being located in multiple locations.
Number of calls received that day
Number of calls missed that day
Number of calls answered
No of Agents available
No of Agents unavailable
Stats of calls in queue
Average waiting time.

It would be handy for us to be able to select which queues are shown on which board for each office.
(Edited)
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Kim, Alum

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Real Time boards. 



Live board



Reports: 
(Edited)
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James

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This reply was created from a merged topic originally titled show current information about calls holding in call queues..

We would like a screen that our Call Center Admin can view that would show calls holding in call queues, how long they've been holding and what queue they are holding in.  It would be great if this screen also showed how many agents are currently in what status on those queues.
(Edited)
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Elijah Stevenson

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This reply was created from a merged topic originally titled realtime alerting.

Would love to have the feature for trigger alerting...I.E. My support department receives more than  10 > calls in < 5 minutes then = notify somebody! Or is this feature out there, and I'm just not aware of it....Couldn't be too difficult. Somebody has to have this figured out, maybe I should post this in the Questions instead....
(Edited)
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Keaton Gross

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This reply was created from a merged topic originally titled Call Monitoring Call Center capabilities - LIVE Call Tracking.

Call Monitoring for selected Extensions - Call Center capabilities - LIVE Call Tracking (without having to refresh your browser)

Our Sales managers
at one of our clients would like to be able to see, in real time at any moment, the telephone status
of their sales reps, i.e. whether they're currently on the phone, how long
they've been on a currently active call, are they on a conference call, call recording capabilites, are there people in the Queue or people on hold etc. Full Call managability (for all or selected extensions)

A work around in the mean time is you can add an automatic refresh time into the "Call Log" page on the admin page perhaps for 5 secs so at the very least we can monitor what calls are in progress and who they are on the phone with without having to refresh.. I would just push the "Call Log"  page into a "desktop" or "manager" applicaiton and call it a day and adjust as necessary.

I think this is a critical functionality that is necessary for Ring Central to have to bring in and maintain any large client moving forward as QA and making sure staff and customers are working and satisfied.

Thank you,
Keaton Gross
Client Manager
.:TRowe.net = Technology Solutions:.
http://www.trowe.net
310.921.9504
(Edited)
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Davide Biasco

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This reply was created from a merged topic originally titled Call Logs: answer time on incoming calls.

Hello everyone.
In order to keep track on the quality we are offering to our customers, we need to understand how long does it take to the operators to answer the calls from the moment the phone starts ringing.
This can probably be integrated with my previous request: Call log - Result field is "Missed" but phones don't even rang!
So what we would need is a field in the call log that says at what second the phone has been piked up and the actual conversation started, and not only the lenght of the call since it started in the system.
In short what we need is to log:
- when the call started and the length of it (as it happens already)
- at what second the phone start ringing (after the welcome message ended)
- at what second the phone ends ringing (because is picked up by the operator)

I hope I have been clear enough.
Do you have an idea of how long would it need to implement this? you probably already have the data, and just need to insert a new fields in the log menu.
(Edited)
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Vince Savoldi, Champion

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You would think Ring Central would have these features before they offered their services to a call center. But no, they want to you spend a crazy amount of money to have this basic feature.

I have seriously been thinking of changing providers.
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Liz Pearson

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This reply was created from a merged topic originally titled UK: Available add-ons/limitations (from ex Avaya/Aspect user).

Uk based - questions around
1) Real time monitoring of calls coming through the IVR/Call groups - Is this possible?
2) Be-spoke design of reporting - is this an add-on?
3) IVR data - mainly intra-day delivery is there access to this through a reporting/analysis tool/add-on?
4) Call recording - can this function be linked to salesforce to blank/mute recording on payment screens

We also have some temp problems with softphone calls coming throug/trying to come through when someone is already on the phone - so any tips/ideas welcome - NOTE: we have recently moved offices and are running across 3 wi-fi networks so not sure if we are causing own conflicts?

Thanks - I know a lot, but any help in Ring central community greatly appreciated
(Edited)
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Francine Schulke

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This reply was created from a merged topic originally titled How to schedule callback solution?.

Does RC offer this?

Customers,
after being informed of longer-than-average wait times, can opt to receive an
outbound callback from an agent once he or she is freed up to assist the
customer.
(Edited)
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Christina Vedia, Alum

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Yes, we have this under the contact center solution.
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Kim, Alum

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Lab Pharm, Champion

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Adding my two cents here:
I would like a receptionist dashboard to show
  • all currently parked calls and duration of time parked
  • all calls currently on hold and duration of hold time
  • all phone numbers that abandoned a park or held call and the time abandoned and duration of wait time before they abandoned.  Ideally able to click to call those clients back.
Alerts - would be cool if a receptionist could activate an alert on your phone screen to provide any message.  Similar to technical alerts you sometimes will see if connection is off or duplicate IP address or something - instead it might say "Daughter parked on *818"

Texting does the above alert function - but there are plenty of places we have phones and people but no computer.
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Tyson McMillan

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This reply was created from a merged topic originally titled I want to see in REAL time # of calls each member of a queue is at per day, not 1....

I have 11 reps, 4 of whom we set up in for inbounds on a shared queue. I can choose ring all 4 at the same time if available. The question I have is this, I like the REPORTS button to see how many inbounds each of those 4 reps took, except I want the REPORTS button for QUEUE set in real time, not just for 12 hours later, or for week, etc. Could you please make that report for the QUEQUE in real time so I can see a breakdown of how many calls each of the 4 reps have taking during that day so I can calculate their conversion ratios of sales?
(Edited)
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adam3511

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This reply was created from a merged topic originally titled view callers on hold in queue.

1.  Inbound call center
2.  The ability to see a "call queue".  A feature which would allow an admin, on their computer, to view callers currently waiting for available agents.
3.  Business owners/managers/agents could see, in real time, the number of current callers who were waiting to speak to an agent.  It's very common with T1 lines, and is used in numerous cases ranging from customer service to sales.  It's helpful for breaks, lunch planning, general staffing, etc.  For example, if you have 3 reps on break at the same time, it would be nice to know if there were people holding, so they could come off break early.  Also, you may need to bring in lunch if you have a day where you're receiving a high number of calls.  It would also help for staffing if you notice that you have a high number of people waiting during the lunch hours, less during the evening, etc.  Finally, it's extremely helpful in a sales environment to schedule marketing/staffing.  Overall, it gives a very good picture of the day to day, cyclical flow of your business.  It's an essential feature for higher volume, inbound applications.
4.  Feature would allow for proper staffing, marketing and overall call flow applications for inbound centers.
5.  n/a
(Edited)
This reply was created from a merged topic originally titled Round Robin.

Under phone system > user > user extension > call handling & forwarding, there only Sequentially and Simultaneously but NO Round Robin. The work around is in Group but it wont allow you group them is teams plus Round Robin (rotating). The reason why i like grouping my agents into teams and rotating. It will prevent customer waiting to long also make the small group of teams fight for the call. I have 25 agent and 25 more in the next 3 months. Please help!!!
(Edited)
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Derek B

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This reply was created from a merged topic originally titled View Only HuD??.

Is there a way to have a display screen to show all user with an active or busy status? Almost like the HUD but something that is a view only? and maybe larger. Would make it easy to manage calls
(Edited)
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Steve T

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This reply was created from a merged topic originally titled Hourly call activity available for all types of reports..

Hourly call activity available for all types of reports. You currently have it available for the summary section but it should be available for the Queue Activity and User Activity.  This will help everyone know how their day is going by the hour.
(Edited)
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Kim, Alum

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For those of you interested in RingCentral Contact Center, please see a great webinar here. 
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Schwartz

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This reply was created from a merged topic originally titled real time reporting.

We are hoping that real time reporting is an option since we need to use it for our company.

Thanks
(Edited)
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Schwartz

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This reply was created from a merged topic originally titled real time reporting.

We are hoping that real time reporting is an option since we need to use it for our company.

Thanks
(Edited)
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Greg YYC

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This reply was created from a merged topic originally titled Tracking Type or Purpose of calls.

We want to be able to track the nature of inbound calls for our agents that all use the RC desktop app.


For example, at the end of each inbound call, having a way to record that call as an Existing Client, New Client, Sales Inquiry, Vendor etc.


The ideal would be a pop up that comes up when the call disconnects where the agent just clicks the category and they're done and onto the next call.


If there were a way to create a little script that would recognize the call ending and trigger a pop up or something like that.


Hoping someone may have found a simple solution for this.

we don't want to use different phone numbers to track each type as our phone number is important to our brand, so calls come through the same number.
(Edited)
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Joel Peeples

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This reply was created from a merged topic originally titled Call Reporting - hold times and Elapsed time before a call is answered.

I have a client that wants to monitor hold times and the time it takes for calls to be answered.
(Edited)
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Brandon, Champion

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Joel, I am a RingCentral reseller and can help if you want to show/quote them the contact center solution.  Just let me know via reply here.
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Mike, Official Rep

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Joel,  If you still need help, you can contact your Channel Manager or call 800-595-8110 for sales support.
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Lee

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This reply was created from a merged topic originally titled Want to have an ability to track the status of each user according to availabilit....

Want to have an ability to track the status of each user according to availability, busy and offline status 
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Yashira Cabrera

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This reply was created from a merged topic originally titled Reports: Total Calls vs Calls Connected.

we would like to see call totals for calls actually connected verses total calls that includes calls that were attempted but not connected
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Yashira Cabrera

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i'm confused by the response received. 
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Kim, Alum

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RingCentral Contact Center office this feature. Please contact your sales rep.  
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Amy Gallo

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This reply was created from a merged topic originally titled Call Tracking Tool.

It would be better if there is a tool that would help track phone calls externally. Like there is no need to login on the web portal just to check the call logs and reports. Like an external dashboard.
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Lucy Lei

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This reply was created from a merged topic originally titled Rotating Queues: Need a way for admins to know the agent order or know which phon....

Our company has been using Fixed Order for our call queues for our groups for a long time. Now that we've grown, we need to ensure all our support reps are able to get an even distribution of calls throughout the day so we have decided to change it to Rotating call queue order. With Fixed Order, I can clearly see where and to who a call would be routed to next. However, that is not the case with Rotating, which is problematic as the entire team is unsure of who the call is moving to next and cannot speak to accountability. 

From what I understand after speaking with a RingCentral support rep, Rotating tells the system to recognize which phone has been available the longest in queue without a call and ping that phone first. Please allow admins to see this perceived order, i.e. who has been in queue the longest and will be rung first, second, etc.

Thank you.
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Chris Sidman

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This reply was created from a merged topic originally titled Monitor activity across the entire phone system.

I need a way to monitor how calls route and phones behave across an entire phone system.  If there was an online virtual switchboard where I could see which phones are in use, available, ringing, and set to DND, troubleshooting call routing would come much easier.
 
This is particularly critical and/or useful in environments where calls are routed differently depending on which incoming number is dialed.  I would like a simple way to monitor a call as it works its way through the system to make sure that routing is behaving the way we think it should.

For those of us tasked with configuring and maintaining these systems from offsite, a virtual switchboard would give us immediate insight into what is going on on a phone system without having to constantly ask the end user "what happened when I just dialed x number?"
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Cecile Glassy, Champion

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Merging this specific issue into  the above category  did nothing to answer the need or illuminate what tool / functionality is in place to let us see further info globally across our phone traffic net without having to drill down phone handset by phone handset.  It is really hard when you have a lot of users or a lot of phones where you need to see what the current STATE is.
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Kim, Alum

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RingCentral Contact Center offers many additional features including the dashboard that Chris is requesting. For more information, please contact your Sales Rep directly and you can view additional details here: Contact Center