261 results found
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when you mark an idea as “already exists” in ideas.ringcentral.com please link to a guide or add some instruction for the solution
googling for solutions quite often brings me to ideas.ringcentral.com
just marking it as "already exists" is not very helpful, we create ideas because we haven't found the solution on support.ringcentral or looking at the apps/settings.
please link the guide or add some instruction to the idea or create a guide and then link to it.
marking as already exists is not VERY helpful ;)
3 votes -
Add ability to pull call waiting in queue
Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…
20 votes -
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
1 vote -
Able to filter on activity type on adherence report
Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.
2 votes -
Ability to process deleted pending activities.
Need ability to approve or remove pending deleted activities as an admin. There is a deleted activity sitting in queue. There is no filter to only see active or remove deleted types.
1 vote -
Automatic Report for users list/extension
Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.
5 votes -
Ability to Add Holidays in Pulse Contact Center
Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.
6 votes -
Broadened option to filter call performance-by breaking down direct lines within the call queues
Within the phone system on the admin portal-we have call queues. We have multiple numbers within one call queue that get patched through to our various agents that are on call. When I go into performance reports as well as having the option to breaking down the incoming calls for that month or week by agent or call queue I would like to have the option to breakdown the incoming calls that we had by direct line that our patients called into.This way I can have a further understanding of which lines have a lot of traction and which lines…
1 vote -
RC Phone App migration to RC App (Unified) to be more easier.
Hi – my only outstanding question was whether RC has any plans to make the migration off of RC Phone any easier, meaning allow us to change user defaults globally, or just at the admin level (like we could from Meetings to Video). Trying to chase down every single (non-sophisticated) user to make a manual configuration setting change is an unnecessary administrative burden. Hopefully, if RC is encouraging migration, there are plans to allow Admins to make that change.
1 vote -
Once Global Holiday Hours have been configured in Hours of Operation, it should reflect on all Profile Names instead of having to additi...
...onally 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 redundant holidays in each of the Contact Center Holidays Profile. This is a waste of time and does not make sense. Administrators would benefit annually from this repetitive task.
6 votes -
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.
1 vote -
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 ?
2 votes -
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.
11 votes -
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 makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.
3 votes -
Reporting Enhancement request
Reporter - Gauri Karnik gkarnik@accurate.comCumulative report for all team members. Each team member’s name must be selected and view their call logs.It reflects only 20 calls per page for each user.We cannot export the report in excel from ring central and need to copy the details from every page (20 per page) for all team members.
1 vote -
Provide reports to show the list of phone numbers that are not used or that has no activity for a certain time
User ID: 62380350023This customer wants to view the phone numbers that have not been used for at least 60 days to check if they can remove/cancel the phone numbers from the account. He wants to view it on the logs/reports instead of manually searching for the phone number.
3 votes -
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 when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in
23 votes -
Force all agents to log out at X time
The Agent Timeout on Max doesn't work if the Agent has closed the window instead of logging out. There should be an option to terminate all agent sessions at a set time of day (e.g. midnight) so that agents don't leave themselves logged in
3 votes -
Show CCRN Numbers dialed from Max to MVP as the CCRN Name
When users dial from the Contact Centre Max system to a MVP User using the Global Address Book the caller shows as the first created user on MVP on the MVP User's side.
2 votes -
Add an adherence widget to the dashboard
Would be great to have an adherence metric widget to the dashboard. The options in WFM dashboard don't address adherence percent.
2 votes
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