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RingCentral Contact Center

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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

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

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

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 2 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

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 5 months ago in RingCentral Contact Center 0 Under review

WFI Rules: Apply multiple conditions to skill based rules

We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the ty...
Kaci Joslin 4 months ago in RingCentral Contact Center 0 Under review