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RingCentral Contact Center

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Increase the size of the reply box for an email

The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.
Sarah Miller 25 days ago in RingCentral Contact Center 0 New

Show Original callers number when Transferring calls to Contact Centre

Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number...
James Bird about 1 month ago in RingCentral Contact Center 0 New

Once Global Holiday Hours have been configured in Hours of Operation, it should reflect on all Profile Names instead of having to additionally add the same holidays in each profile.

Each year we have to update our holiday list but it should be only done in one list. A Global Holidiay Hours list was added for our go-live in Contact Center Housrs of Operation with all our holidays; therefre, we should not have to add the same r...
Diane Leslie 6 days ago in RingCentral Contact Center 0 New

Adding the Create Contact function to the functions under + on the desktop app

I find it takes an extra navigation step to add a contact, send a message, then go back to add another contact. Add a contact should be an option accessible by clicking the big + sign in the upper right corner of the dashboard.
Dean Maxey 14 days ago in RingCentral Contact Center 0 New

Tag a Call as Abusive

Does RingCentral have the functionality to Red flag a number to the agents. For example - If a caller is abusive , can we add a flag that will notify the agent getting the call through RingCentral that they have a potentially abusive caller ?
IT Admin Service Account 18 days ago in RingCentral Contact Center 0 New

Skills Template

Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be...
John Bruns 4 months ago in RingCentral Contact Center 0 New

Unified id for apps in contact center

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...
Eduardo Rivera 7 months ago in RingCentral Contact Center 0 Under review

Report on Quick Reply Template Use

It would be very valuable intel to have the ability to report on the number of each specific Quick Reply email template is used to answer an inbound Email Contact
Kim Landry 4 months ago in RingCentral Contact Center 0 New

Extend Expiration Date of Activation Email

It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration

Quality Evaluation - ability to update / delete comments

When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Dra...
Kim Landry 11 months ago in RingCentral Contact Center 0 Under review