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RingCentral Contact Center

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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

QM - Editing a Submitted Evaluation

If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The ...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 2 Future consideration

QM – Evaluation Notifications – More Than One User

When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's superv...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 1 Future consideration

Trends in Subscription Reports

Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.
Guest 11 months ago in RingCentral Contact Center 0 Under review

Call recording data is IMPOSSIBLE to match between InContact or RingCentral App and our storage

The naming convention between RingCentral app recordings, Archiver, and the files I receive cannot be matched. This will be the fundamental reason we leave RingCentral because recordings are mandatory in our business
Will Snyder 4 months ago in RingCentral Contact Center 1 Will not implement

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

RingCentral and InContact do not share data - InContact (PC) and RingCentral do not share data

While using PC in InContact we have had instances where the RingCentral App drops the connection (Red X in the Connection) drop the PC does not know the agent is not online or does not have a connection and keeps feeding calls to the agent. The ca...
Will Snyder 4 months ago in RingCentral Contact Center 3 Will not implement

QM - Bulk Delete Unused Interactions

Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
Nancy Fulton over 1 year ago in RingCentral Contact Center 0 Future consideration

Inbound blocked caller ID should display Blocked Call instead of company phone number

Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.
Guest 12 months ago in RingCentral Contact Center 1 Under review

Hour of Operation Status Column for "Open" or "Closed"

Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually. It would also be nice to be able to copy holidays over from one hours of operation to another.
Scott Beard 4 months ago in RingCentral Contact Center 0 Future consideration