700 results found
-
Answer Calls through MVP
The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.
28 votes -
Add Hold & Transfer Funcitonality to MVP
The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management
26 votes -
Add Activity
When you add an activity code to a schedule you choose the code then the timeframe. If I go back and change the code after selecting the timeframe it changes the timeframe to a 15 minute interval. The timeframe I entered shouldn't change just because I chose a different activity code.
1 vote -
Meeting Scheduler
In meeting scheduler the current duration is required in minutes (ex. 420 minutes). Calculating minutes for an all day meeting seems archaic. There should be a drop down to choose hours and minutes or at least be able to choose a start and end time i.e. 9:00am - 4:00pm.
1 vote -
Unavailable code colors
We would like more than one unavailable code color. This would make it easier at a glance to distinguish between certain meetings or trainings. Currently the "busy" (unavailable) code color is orange. The problem is if an agent or supervisor is coded unavailable for calls during the day their base schedule shows orange. If I need to also schedule a meeting on that same schedule it's also orange. This makes it difficult to visually see the difference between the two. The system should be able to handle more than one unavailable code.
1 vote -
different accept queue calls switches for each call queue you are in
Separate accept queue calls switches for each call queue you are in
1 vote -
desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
4 votes -
shared personal contacts
To enable automatic sharing of saved personal contacts with all company employees without requiring file uploads or directory integration.
3 votes -
Call Queue Overflow in Alphabetical Order
Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"
1 vote -
Would like the ability to perform QM evaluations on reskill to reskill calls
Would like the ability to perform QM evaluations on reskill to reskill calls - both agents that are on a call internally
1 vote -
1 vote
-
Add country hierarchy for reporting
When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.
We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.
We do have country variables listed at ACD User level, so the data is definitely held in…
8 votes -
workforce management & outlook Integration
An integration to outlook and/or teams that allows for a meeting scheduled through these calendars to then reflect the information on the WFM calendar. Assigning a meeting to someone who has an assigned schedule the system would then put a timeslot for the meeting onto the WFM calendar instead of having to be scheduled in both areas.
1 vote -
Transfer Analytics
I would like to see the number of transfers and who a transfer goes to in the Analytics tab. Currently, you need to go into the Analytics tab, go to Performance Reports > Calls, and click on the individual call to see what occurred. I have to manually sort through all of this data now to see how many transfers are coming from our Operator Queue and where they are going.
4 votes -
Improving RingCentral User Experience
- Unified Communication View
We understand how a consolidated view of call logs and message threads—similar to WhatsApp’s conversation flow—would greatly enhance communication tracking. Your suggestion to display calls and messages chronologically within a single thread, complete with timestamps, is an excellent idea and will be shared with our Product Management team for consideration in future updates.
- Search and Contact Display
We agree that presenting all communication history (calls, voicemails, and messages) in a single, unified search view would improve usability. Our team is exploring ways to streamline this experience to reduce fragmentation and enhance productivity.
- Contact Editing Experience
We recognize…
1 vote -
Mic&Headset test feature
I've been having microphone issues with RingCentral for about three hours. Both Chris, Windows, and other apps recognize my microphone, but RingCentral doesn't. My team leader confirmed it's not a microphone problem. A mic and headset test feature in RingCentral would be super helpful. Thanks!
2 votes -
Assign 1 number to different brands
Customer is looking for a way or option to assign multiple Brands/Campaigns to 1 number.
1 vote -
Record calls transferred from Contact Center to RingEX
Continue Contact IDs (Child) when transferred from Contact Center to RingEX and vice versa
4 votes -
Be able to use the disposition filter in the RingSence portal.
Be able to use the disposition filter in the RingSence portal.
1 vote -
Reinstatement Of Previous QM Forms Scoring in Contact Center
Details of the enhancement:
We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
CX One QM - Can you have more than 100 points possible on an evaluation formSpecifically, we are referring to the ability to:
Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.
Critical Sections: The ability…
4 votes
- Don't see your idea?