Skip to Main Content

RingCentral Contact Center

Showing 267

Quality Evaluation - ability to update / delete comments

When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Dra...
Kim Landry 24 days ago in RingCentral Contact Center 0 New

Quality Planner - send an interaction to 1 planner only

Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
Kim Landry 22 days ago in RingCentral Contact Center 0 New

OSH Option to only allow 1 live contact method at a time

Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
Kaci Joslin 3 months ago in RingCentral Contact Center 0 Under review

Add/remove agents from Teams (Permissions)

It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record. Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and u...
Caroline Voigts about 2 months ago in RingCentral Contact Center 0 Under review

QM - Allow deletion of evaluations without agents having to acknowledge them

Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowl...
Michelle Sterzovsky 10 days ago in RingCentral Contact Center 0 New

CXONE User Access Overview

We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/...
David Petersen about 2 months ago in RingCentral Contact Center 0 Under review

Granular Permission for Employee Unlock

Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
Pete Ingaunis 4 months 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 5 months ago in RingCentral Contact Center 0 Under review

MAX Agent: Allows agents to create individual Quick Replies

Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have...
Kaci Joslin 3 months ago in RingCentral Contact Center 0 Under review

QM Pro - Ability to see skill on Interaction when evaluating

When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.
Pete Ingaunis 3 months ago in RingCentral Contact Center 0 Under review