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RingCentral Contact Center

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Please add the Skill Type and the Team to the Interaction Details on the call recording.

This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.
Phylicia Clemons about 2 months ago in RingCentral Contact Center 1 Future consideration

do away with Max Agent entirely

do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.
Tony Puncher 11 months ago in RingCentral Contact Center 0 Future consideration

WFM - Add ability to map multiple activity codes in schedule to acd events

When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out mult...
John Bruns about 1 month ago in RingCentral Contact Center 0 Future consideration

Time off Request Annually- to be able to approve without regenerating the schedule and publishing

Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated schedule...
Paige Holley 3 months ago in RingCentral Contact Center 1 Future consideration

Reporting for Contact Center Numbers in RCO

ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
Tim Wilbourn over 1 year ago in RingCentral Contact Center 2 Future consideration

Change agent state through Max Supervisor

When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa
Guest over 1 year ago in RingCentral Contact Center 3 Future consideration

Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavily impacted if they are on a call and are having to take their break or lunch later than scheduled.

Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
Richelle Gatdula 5 months ago in RingCentral Contact Center 2 Future consideration

Central Dashboard to allow all employees to view

I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this i...
Andrew Goudy 4 months ago in RingCentral Contact Center 1 Future consideration

Schedule Prebuilt Reports, and add their data field to "Data Downloads"

Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand...
Navid Salimian 5 months ago in RingCentral Contact Center 0 Future consideration

Max Call history too short

Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
Michael Almaraz 7 months ago in RingCentral Contact Center 0 Future consideration