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RingCentral Contact Center

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Enable a delay on Commitment call initiation

When a commitment is presented to an agent the outbound call is automatically initated. It would be great if instead of automatically dialling out there was a button presented to the agent to connect the call, this would enable the agent time to r...
Chris Carey 6 days ago in RingCentral Contact Center 0 New

Display current date and time on Dashboards used as Wallboards

Hello. We are currently using InContact Dashboards to display call, skills, and agents figures. We would like to have a "Current date and time" widget to be able to display current date and time (format mm/dd/aaaa HH:MM:SS - dd/mm/aaaa HH:MM:SS in...
Raphael AUBERT 6 days ago in RingCentral Contact Center 0 New

QS and pick-up rate with decimals

Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10...
Raphael AUBERT 6 days ago in RingCentral Contact Center 1 New

Retrieve call logs in service.ringcentral.com for more than 12 months

cx needs a feature in service.ringcentral.com so that call logs will be stored for more than 12 months.
Main main Jordan Bamba 9 days ago in RingCentral Contact Center 0 New

End recording in MAX without disconnecting

The RC app allows you to record and then stop recording but continue the call. In MAX when you press the record button the only way to stop recording is to disconnect the call. We need to be able to stop recording but continue to talk on the phone...
Brian Bolhuis 13 days ago in RingCentral Contact Center 0 New

Allow automatic delivery of emails when Dynamic Delivery is Enabled

After enabling Dynamic Delivery all users are forced to accept a new email. Previously, emails were delivered automatically. Users affected are still set for Single Contact via User or Team settings and Request Contact is off. Create a feature whe...
Pete Ingaunis 16 days ago in RingCentral Contact Center 2 New

Provide a way to see how many Contac Center Agents are available for a phone call

Currently, we can only see how many agents are logged into the Max Agent, but if they have not properly logged into their phone, they are not available to take calls. Call Center supervisors would like to know how many agents are available to take...
Laura Locher 23 days ago in RingCentral Contact Center 0 New

Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension

Details of the enhancement: What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are ...
Kathleen Horn 27 days ago in RingCentral Contact Center 0 New

Contact Center Agent Calls Ringing Cell Phone App

When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on t...
Doug Penny about 1 month ago in RingCentral Contact Center 2 New

Add ability to pull call waiting in queue

Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific n...
Brian Bolhuis about 1 month ago in RingCentral Contact Center 1 New