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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 Under review

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 Under review

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 Under review

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 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 14 days ago in RingCentral Contact Center 0 Under review

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 Under review

Omit HTML Code in Microsoft Dynamics Chat Activity

We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity is showing HTML code making it hard to read through the activity. We'd like for the HTML code to not show in our CRM activity to improve reada...
Kaci Joslin 15 days ago in RingCentral Contact Center 0 Under review

Show Message Timestamps in Microsoft Dynamics Chat Transcript

We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM. Here is what...
Kaci Joslin 15 days ago in RingCentral Contact Center 0 Under review

Record voice then Play it during a live call

Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
Bernard Bacharpa 19 days ago in RingCentral Contact Center 0 Under review

Add the ability to view attachments/images on all email contacts within Interactions

The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and docume...
Rick Bickle 19 days ago in RingCentral Contact Center 0 Under review