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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 27 days ago in RingCentral Contact Center 0 New

Quality Planner - send an interaction to 1 planner only

Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
Kim Landry 25 days ago in RingCentral Contact Center 0 New

CXOne - Life Cycle Management - Rules

Please increase the max cap on the following restrictions under Life Cycle Management. + Increase the rule limitations to be more than 10 + Increase the limitation of 10 skills max per rule + Increate the limitation of 15 teams max per rule We are...
Elizabeth Witte about 3 hours ago in RingCentral Contact Center 0 New

Make a customer service phone number on your website obvious

It'd benefit everyone because we could actually get through to a real person in a timely fashion
Michael Martin 3 days ago in RingCentral Contact Center 0 New

QM - Allow deletion of evaluations without agents having to acknowledge them

Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowl...
Michelle Sterzovsky 13 days ago in RingCentral Contact Center 0 New

Secure IVR credentials

We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.
Clark Bergholtz 18 days ago in RingCentral Contact Center 0 New

Re-route committed callbacks to the skill, or to agent at a later date

Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call. Instead, the commitment...
Michelle Sterzovsky 19 days ago in RingCentral Contact Center 0 New

Add Functionality to set the CallerID to a non-phone number (ex. a String of characters)

When our Call Center reaches out to our customers, the number appearing on their phones is not known to them. If we had the ability to change the CallerID to a string (The name of the company), we believe customers would be more willing to answer ...
Michael Vanderstappen 27 days ago in RingCentral Contact Center 0 New