RingCentral Contact Center

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call

It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.

Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.

The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a pho...

It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.

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...

Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.

We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are vie...

A simple but very useful feature to have.

Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.