Skip to Main Content

RingCentral Contact Center

Showing 160 of 3632

Monthly view in schedule manager

Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
Natalie Middleton about 1 year ago in RingCentral Contact Center 0 Future consideration

Transfer to user's voicemail without ringing user from contact center

Our organization fields a number of calls that should be sent directly to a user's voicemail. Currently, our contact center agent has to either blind transfer the call to the user, or call them...confirm it's an unwanted call....then ask the user ...
Guest about 1 year ago in RingCentral Contact Center 0 Future consideration

Staffing Available for individual WEM Skills

Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.
Guest over 1 year ago in RingCentral Contact Center 0 Under review

Audible notification when the queue reaches a certain threshold

I would like to hear a ring, buzz or some other sound when our queue reaches a certain number so that I can be alerted if I am not actively looking at my dashboard; when I am working on a task or looking at another screen.
Guest over 1 year ago in RingCentral Contact Center 1 Already exists

streamline onboarding and activating/deactivating users

On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.
Andrew Goudy 5 months ago in RingCentral Contact Center 0 Under review

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 over 1 year ago in RingCentral Contact Center 0 Future consideration

Teams in Contact Center

Have the ability to see Team that I created or a member of. Often enough, you start a Team, but then Close it to reduce the number of teams in view. If a team has been closed, I do not want to start another Team if I had already created one.
Denise Naeck 5 months ago in RingCentral Contact Center 2 Already exists

copy schedule without time off copying over

I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.
Guest about 1 year ago in RingCentral Contact Center 0 Future consideration

Allow agents to place outbound calls in maxagent while on wrap up status

users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
Brian Casey 5 months ago in RingCentral Contact Center 1 Future consideration

Need a whisper tone before each call to notify the agent of the skill it is coming in on.

This will allow the agent to greet the customer based on the line of business the the customer is calling in on.
Timothy Larsen 5 months ago in RingCentral Contact Center 3 Already exists