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Allow transferred emails to keep their place in queue

In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbo...
Kaci Joslin 14 days ago in RingCentral Contact Center 0 New

Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!

All available ringtones are annoying. Everyone would love their personal flair.
Harold Arnold 6 days ago in RingCentral Contact Center 0 New

Be able to choose if business name or person name shows in contact list.

Some of my contractors, I would like their business name to show not the contact person at that business.
Barb Berry 13 days ago in RingCentral Contact Center 0 New

View additional metrics without Performance Management add-on

Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for t...
Kaci Joslin 13 days ago in RingCentral Contact Center 0 New

Present most recent reply to email thread first

It's not uncommon for us to receive 5+ email replies to a single email thread. Sometimes this happens because multiple senders are sending a response and sometimes a customer might be circling back if they haven't received a reply from us in a qui...
Kaci Joslin 13 days ago in RingCentral Contact Center 0 New

Allow the '<' symbol to be used in chat and not have it omit text

We want to be able to send the '<' character in a chat without it being looked at as HTML code. When we send the '<' character followed by text immediately, it omits any text that we enter. Some common messages that we send to our customers ...
Kaci Joslin 14 days ago in RingCentral Contact Center 0 New

Allow requeued emails to keep their place in the queue

In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the custom...
Kaci Joslin 14 days ago in RingCentral Contact Center 0 New

Set Max Time Limit on ACD chat skills

We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone ski...
Kaci Joslin 15 days ago in RingCentral Contact Center 0 New