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RingCentral Contact Center

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Allow users to place call on hold to answer second incoming call

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
Ryan Hagenbrok about 1 month ago in RingCentral Contact Center 0 Under review

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

RingCentral Internal Contact Org Chart

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. ...
Rob Glascott 6 months ago in RingCentral Contact Center 2 Already exists

QM Forms while Live Monitoring a Call

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
Guest 11 months ago in RingCentral Contact Center 0 Under review

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

I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
Timothy Larsen 5 months ago in RingCentral Contact Center 7 Needs more information

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

InContact: Copy Holiday Tables

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.
Shenay Hardeman 6 months ago in RingCentral Contact Center 1 Under review

Independent Evaluation Not Tied to an Interaction

We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.
Brenda Orozco 3 months ago in RingCentral Contact Center 2 Needs more information

Scheduling tool similar to calenderly or mixmax

I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.
Curt Rosinski 4 months ago in RingCentral Contact Center 1 Needs more information