RingCentral Contact Center

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.

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.

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

Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.

We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office

An easy-to-use way to navigate through your company's different departments and connect with people. This is especially important when working remote and you need help from a different department and you aren't exactly sure who is around to help. ...

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

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...

It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.