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CXOne - Life Cycle Management - Rules

Please increase the max cap on the following restrictions under Life Cycle Management. + Increase the rule limitations to be more than 10 + Increase the limitation of 10 skills max per rule + Increate the limitation of 15 teams max per rule We are...
Elizabeth Witte 1 day ago in RingCentral Contact Center 0 New

Quality planner - add custom fields for headers

Adding custom fields for headers would significantly speed up the evaluation process. In our case, for example, we want to bring in business data - we have Ticket ID number from Zendesk.
Michelle Sterzovsky 1 day ago in RingCentral Contact Center 0 New

Disable automatic playing of call recordings when clicking on the interaction

When a popup with the interaction recording open, from "Interactions", it automatically starts playing. When evaluating calls, evaluators need to quickly press pause. Default when opening the popup should be to have to press play to listen to the ...
Michelle Sterzovsky 1 day ago in RingCentral Contact Center 0 New

Add Ability to Block Phone Number as Admin Instead of in Studio Script

As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. ...
Susanna Kroll 1 day ago in RingCentral Contact Center 0 New

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 28 days ago in RingCentral Contact Center 0 New

Make the minimum password length 12 or more characters

For increased security
Winston Cook 944C about 2 months ago in RingCentral Contact Center 0 Under review

Make a customer service phone number on your website obvious

It'd benefit everyone because we could actually get through to a real person in a timely fashion
Michael Martin 4 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 26 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