RingCentral Contact Center

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.

Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours ...

Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it...

It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.

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...

Is there a way to limit a manager to only see their team’s Time Off requests? I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time o...

When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click...

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.

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...

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...