Skip to Main Content

RingCentral Contact Center

Showing 110

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 19 days ago in RingCentral Contact Center 0 Under review

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 about 2 months ago in RingCentral Contact Center 0 Under review

WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. S...
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

WFO Pro - Option to customise Service Level Calculation

The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the com...
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

WFM Pro - Able to sort the schedule by agent/start time

When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
Caroline Voigts about 1 month ago in RingCentral Contact Center 0 Under review

Be able to choose if business name or person name shows in contact list.

Some of my contractors, I would like their business name to show not the contact person at that business.
Barb Berry 18 days ago in RingCentral Contact Center 0 Under review

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 18 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 18 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 19 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 19 days ago in RingCentral Contact Center 0 Under review