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Sort options for Real Time and Schedule Manager

Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.
Cassondra Murray 4 days ago in RingCentral Contact Center 0 New

More flexible forecasting options

The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match. When looking at the call history, the lowest option to b...
Cassondra Murray 4 days ago in RingCentral Contact Center 0 New

System should identify schedules needed, instead of me assigning daily/weekly rules

This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be ab...
Cassondra Murray 4 days ago in RingCentral Contact Center 0 New

Select All button in ACD User skills tab

When changing up skills for an agent on a temporary basis, it would be convenient to have a "select all" box at the top of the Active Skill column, rather than checking the box for every single skill. When needing to deactivate 30-40 skills, witho...
Cassondra Murray 4 days ago in RingCentral Contact Center 0 New

Survey & Feedback after calls

We are requesting to have a survey email or Feedback email after the call ends. Once the call ends we would like an auto generated email sent to the caller internally.
Frank Burgos 4 days ago in RingCentral Contact Center 0 New

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 5 days ago in RingCentral Contact Center 0 New

Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self

This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are tra...
Kathleen Horn 12 days ago in RingCentral Contact Center 0 Under review

Phone Prompt

We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you
Brian Morrison 13 days ago in RingCentral Contact Center 0 Under review

WFM PRO - Ability to Export more future facing data from Intraday manager

Currently can only export a few days into the future to see forecasted volume, staffing. Would be very beneficial to be able to go out at least a week to 4 weeks to be able to see what the next week and month will look like.
John Bruns 13 days ago in RingCentral Contact Center 1 Under review

MAX agent lookup email addresses in corporate directory

When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.
Ari Fass 14 days ago in RingCentral Contact Center 0 Under review