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RingCentral Contact Center

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Eliminate MaxAgent Outbound Dialing Delay

When making outbound calls manually, MaxAgent adds more than ten seconds to each call. A dialer is not a solution. The number of clicks, float and click, etc is not tenable
Brian Casey 7 months ago in RingCentral Contact Center 0 Under review

Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.

I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the belo...
Fatima Gonzalez 7 months ago in RingCentral Contact Center 0 Under review

Addition to Dynamic Address Book

Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
Omar Hurtado de Mendoza over 1 year ago in RingCentral Contact Center 0 Future consideration

More Available Codes

We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for...
Andrea Farnsworth 7 months ago in RingCentral Contact Center 1 Under review

Communicate presence (Offline, or invisible) to Max Agent

Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show gr...
Leland DeGolier 7 months ago in RingCentral Contact Center 0 Under review

INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER

there has to be an indication that a certain message was sent using phone or computer
Guest 7 months ago in RingCentral Contact Center 1 Under review

Contact Center - Disposition Coding Pop Up into window

To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck bec...
Guest about 1 year ago in RingCentral Contact Center 1 Future consideration

Update RingCentral agent availability statuses in Salesforce user fields

We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesfo...
Guest about 1 year ago in RingCentral Contact Center 0 Under review

Add the comments column in the schedule export report in NiC WFM schedule manager

By adding this column we can improve external reports
Eduardo Rivera about 1 year ago in RingCentral Contact Center 0 Under review

Personal Connection data log extract

Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there...
Will Snyder 7 months ago in RingCentral Contact Center 0 Under review