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Quality planner - once an evaluation plan has expired, the plan disappears and results are not available

Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms. Create reporting for this area Template to a...
Matt Walsh 12 months ago in RingCentral Contact Center 1 Under review

RingCentral Contact Center is no longer available in Chrome Store for Extension

RingCentral Contact Center is no longer available in Chrome Store for Extension
Guest 12 months ago in RingCentral Contact Center 1 Already exists

Allow agents to view their own call logs in the Max Agent

Agents view their own call logs easily in Max. They have access to a couple of calls in the Call History or in Messages. They can't see calls from the previous day or anything like that like they would in the Softphone application.
Guest 12 months ago in RingCentral Contact Center 1 Already exists

Ability to score a call without a call

I have a team that deals with emails and some times calls outside of InContact. I would like a way to manually create a "ghost call" or "interaction" and attach a scorecard to that and score it. Be able to assign that "ghost interaction" to a spec...
Guest over 1 year ago in RingCentral Contact Center 2 Already exists

Allow Giphy & Screen shots to be shared even if Upload from computer/mobile is disabled in File Sharing for the app

This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers
Franz Ferrey Gesmundo 6 months ago in RingCentral Contact Center 1 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 over 1 year ago in RingCentral Contact Center 0 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 over 1 year ago in RingCentral Contact Center 1 Future consideration

To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to o...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Analytics for customer support call

User rates call at end, we use that to measure quality of support given
Guest about 1 year ago in RingCentral Contact Center 1 Already exists

MaxAgent Inbound Call Waiting Alert

I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setti...
Brian Casey 7 months ago in RingCentral Contact Center 0 Under review