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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 11 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 6 months ago in RingCentral Contact Center 1 Under review

Staffing Available for individual WEM Skills

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.
Guest over 1 year ago in RingCentral Contact Center 0 Under review

Streamline Live Monitoring Process and Functionality

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...
Timothy Larsen 5 months ago in RingCentral Contact Center 4 Under review

Pulse alerts for refused calls or agents in Unavailable: Refused state.

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.
Randi Beckett 6 months ago in RingCentral Contact Center 0 Under review

Allow Creation of Specified Groups in Contacts

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...
Guest 8 months ago in RingCentral Contact Center 0 Under review

Add the ability for multiple extension to listen to the same call simultaniously

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.
Guest 11 months ago in RingCentral Contact Center 1 Under review

Add an option to make Activity Codes invisible to agents.

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...
Guest 11 months ago in RingCentral Contact Center 0 Under review

Max Agent Click to Dial, from Browser/desktop

A simple but very useful feature to have.
Tony Puncher 11 months ago in RingCentral Contact Center 0 Under review

Trends in Subscription Reports

Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.
Guest 11 months ago in RingCentral Contact Center 0 Under review