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RingCentral Contact Center

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Once Global Holiday Hours have been configured in Hours of Operation, it should reflect on all Profile Names instead of having to additionally add the same holidays in each profile.

Each year we have to update our holiday list but it should be only done in one list. A Global Holidiay Hours list was added for our go-live in Contact Center Housrs of Operation with all our holidays; therefre, we should not have to add the same r...
Diane Leslie about 20 hours ago in RingCentral Contact Center 0 New

Increase the size of the reply box for an email

The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.
Sarah Miller 20 days ago in RingCentral Contact Center 0 New

Show Original callers number when Transferring calls to Contact Centre

Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number...
James Bird about 1 month ago in RingCentral Contact Center 0 New

Adding the Create Contact function to the functions under + on the desktop app

I find it takes an extra navigation step to add a contact, send a message, then go back to add another contact. Add a contact should be an option accessible by clicking the big + sign in the upper right corner of the dashboard.
Dean Maxey 9 days ago in RingCentral Contact Center 0 New

Tag a Call as Abusive

Does RingCentral have the functionality to Red flag a number to the agents. For example - If a caller is abusive , can we add a flag that will notify the agent getting the call through RingCentral that they have a potentially abusive caller ?
IT Admin Service Account 13 days ago in RingCentral Contact Center 0 New

Skills Template

Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be...
John Bruns 4 months ago in RingCentral Contact Center 0 New

Integrate Contact center Max client with main Ringcentral App

Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app ...
Kyle Krenz 21 days ago in RingCentral Contact Center 0 New

Unified id for apps in contact center

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...
Eduardo Rivera 6 months ago in RingCentral Contact Center 0 Under review

Report on Quick Reply Template Use

It would be very valuable intel to have the ability to report on the number of each specific Quick Reply email template is used to answer an inbound Email Contact
Kim Landry 4 months ago in RingCentral Contact Center 0 New

Ability to make outbound calls whilst Agent is in Automatic Wrap-up

We have many Agents who want to be able to make an outbound call on NICE InContact whilst in ACW, without having to change their state manually and chance having another Inbound call come through.
Sarah Marshall 4 months ago in RingCentral Contact Center 0 New