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RingCentral Contact Center

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Allow RingCentral App to Place Max Agent Calls on Hold

The RingCentral Phone app could place a call taken by the Max Agent on Hold. This feature does not exist with the RingCentral App. The agent must place the call on Hold via the Max Agent. This poses a certain amount of risk if your agent doesn't u...
Jared Pannell 5 months ago in RingCentral Contact Center 1 Future consideration

Time off - view only team - not entire company

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...
Guest about 1 year ago in RingCentral Contact Center 2 Future consideration

We need a contact center admin app for mobile devices

if you are an admin of the contact center, you should be able to login and view the dashboards etc.
Jeffrey Helget 5 months ago in RingCentral Contact Center 1 Future consideration

Dashboard availability without logging on

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...
Tony Puncher 11 months ago in RingCentral Contact Center 0 Future consideration

Allow the 'RingCentral App' for Android/iPhone to work as an endpoint (agent leg) in Contact Center

The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.
James Marshall SA 6 months ago in RingCentral Contact Center 0 Future consideration

Give customers option to only have SLA calculate during business hours

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 ...
Annette Fortune 9 months ago in RingCentral Contact Center 0 Future consideration

Show what number your customer is calling with customer number.

It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
Guest about 1 year ago in RingCentral Contact Center 1 Future consideration

Remember Me is missing - Add remember username back to sign in

https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.
Guest 10 months ago in RingCentral Contact Center 0 Future consideration

IN PC your data does not include Agent Name and ID for all dispositions or classification

The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur
Will Snyder 4 months ago in RingCentral Contact Center 5 Future consideration

QM - Reports – Interaction and Evaluation Date

Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
Jennifer Lewis over 1 year ago in RingCentral Contact Center 1 Future consideration