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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

Be able to book half day annual leave in the Time Off Management Tool

Our staff are able to book future half day annual leave outside of published schedules. The time off management tool only allows us to schedule a full day annual leave for outside of published schedules which we then have to remember to amend afte...
Natalie Middleton 3 months ago in RingCentral Contact Center 1 Already exists

Be able to book annual leave and TOIL in hours

Our HR system uses hours to book annual leave for part time staff and we are considering utilising this for all employees.
Natalie Middleton 3 months ago in RingCentral Contact Center 1 Already exists

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 6 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 Creation of Specified Groups in Contacts

For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a seg...
Guest 8 months ago in RingCentral Contact Center 0 Under review

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

Contact History report Start Time is an unknown Timezone

Start Time: 3/29/2022 17:54 Why can't all time columns show the timezone or be the same across all platforms. Seriously this is a joke. It is UTC is it MT is it ET.....
Will Snyder 3 months ago in RingCentral Contact Center 1 Will not implement