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RingCentral Contact Center

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QM Forms while Live Monitoring a Call

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
Guest about 1 year ago in RingCentral Contact Center 0 Under review

Add contact center licensing in the IC portal

the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
Guest over 1 year ago in RingCentral Contact Center 0 Under review

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 20 days ago in RingCentral Contact Center 0 Under review

Increase size limit of email attachments from NICE/Contact Center

Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.
Nathan LaRose 2 months ago in RingCentral Contact Center 0 Under review

WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. S...
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

WFO Pro - Option to customise Service Level Calculation

The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the com...
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

WFM Pro - Able to sort the schedule by agent/start time

When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

Attach MAX Agent to RC phone

When you get a call through MAX agent the RC Phone dial pad pops to the front of your open screens, but the MAX agent does not. If the MAX agent was 'glued" to the RC phone, then the user would not have to search for MAX agent. It would pop up wit...
Stephanie Wierman-Johnson 3 months ago in RingCentral Contact Center 0 Under review

InContact: Copy Holiday Tables

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.
Shenay Hardeman 9 months ago in RingCentral Contact Center 1 Under review

Max Agent Click to Dial, from Browser/desktop

A simple but very useful feature to have.
Tony Puncher about 1 year ago in RingCentral Contact Center 0 Under review